|Title:||Customer Service Supervisor|
|Department:||Finance & Administration|
|Salary Range:||$17.53 to $24.54/hour|
|Job Status:||Full Time|
The City of Newberry is seeking a self-motivated, customer driven, goal-oriented person to lead our customer service division in providing the highest level of service available to our residents. The ideal candidate is a people focused supervisor with a passion to serve who will push us to new heights. The City of Newberry is one of the fastest growing communities in the state of Florida, and we need people who are ready to take on a challenge and constantly improve!
Performs routine and complex supervisory, clerical, administrative, and data processing work in the billing and collection of utility accounts. An incumbent in this class handles a variety of responsibilities associated with effectively responding to requests for a wide variety of services to the citizens. The incumbent is responsible for activities of employees engaged in responding to customer inquiries/complaints. Under general direction, plans, supervises, and participates in the daily operations and activities of the Utility Billing & Customer Service division, including billing, payment collection, cash balancing, and customer relations. Oversees installment payments, loan payments and plans, establishing or terminating utility services for all City utilities customers; collection of delinquent accounts; the receiving, recording, and depositing of all monies for the City. Sustains a professional and courteous staff to provide excellent customer service.
Approves and prepares credit arrangements for utility billing and miscellaneous accounts receivable. Recommends the approval or denial of merit increases. Maintains employee records, and evaluates employees. Recommends the selection, transfer, promotion, discipline, grievance resolution or discharge of employees. Work is reviewed through analysis of reports, observations, and by results obtained.
Work is performed under the general supervision of the Director of Finance & Administration however, the incumbent is expected to exercise considerable independent judgment and discretion in performing work tasks.
ESSENTIAL JOB FUNCTIONS:
- Manages the customer service division which is responsible for billing and collecting a significant percentage of the City's revenue.
- Plans, organizes, assigns, supervises, and reviews the work of assigned staff; evaluates employee performance, counsels employees, and effectively recommends initial disciplinary action; assists in selection and promotion; trains staff in work procedures.
- Initiates personnel actions and evaluates employee performance to sustain a professional and courteous staff.
- Communicates directly with customers to resolve issues by providing detailed explanations regarding policies, procedures, ordinances, billing issues, and collections processes when a customer challenges the system/process.
- Monitors operations and activities of utility billing services; recommends improvements and modifications and prepares various reports on operations and activities; recommends and assists in the implementation of goals and objectives; implements policies and procedures.
- Generates schedules for multiple processes and activities, and schedules staff accordingly; coordinates scheduling.
- Researches and resolves problem accounts and metering issues.
- Serves as liaison with third party vendor for printing and mailing the bills, revising layouts, processing download files and reconciling monthly invoices. Serves as liaison with third party vendor for collections of delinquent accounts. Serves as liaison with software vendor for upgrades, revisions and corrections for the Utility Billing System.
- Determines and recommends staffing needs for assigned areas; participates in program and the annual division budget preparation; prepares detailed cost estimates with appropriate justifications; maintains a variety of records and prepares routine reports of work performance Designs and maintains task work flow for all billing functions in accordance with good standards of internal control and maximum efficiency.
- Prepares monthly, annual, quarterly and non-routine reports.
- Prepares memos, service orders, purchase requisitions, and miscellaneous correspondences.
- Handles extremely difficult customer situations involving account disputes, collections, and turn-offs for delinquent accounts.
- Trains employees and evaluates staff training needs to be provided outside the department.
- Processes utility and miscellaneous receivables bank draft transfers.
- Maintains customer bankruptcy documents and prepares claims for collection.
- Performs accounting duties as needed.
- Performs related duties as required.
(These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related marginal duties as required).
KNOWLEDGE, SKILLS, AND ABILITIES
- Principles and practices of employee supervision, including work planning, assignment, review, performance documentation and evaluation, and the training of staff in work procedures.
- Principles, practices and service delivery needs related to utility billing services or related functional area.
- Principles, techniques, and procedures for providing a high level of customer service to the public and city staff through various communication means
- Recordkeeping principles and procedures
- Techniques for dealing effectively with the public, vendors, contractors, other agencies, and city staff, through various communication means
- English usage, grammar, spelling, vocabulary and punctuation.
- Computer applications related to work.
- Supervise, select, organize, train, motivate and evaluate the work of staff.
- Effectively communicate with difficult utility billing customers.
- Analyze, interpret, apply, and enforce applicable Federal, State, and local policies, procedures, laws, and regulations, including City and Finance Department policies and procedures.
- Identify problems, research and analyze relevant information, and develop and present recommendations and justification for solution.
- Assist in the development of goals, objectives, policies, procedures, and work standards for the division.
- Organize direct and coordinate the work of assigned professional, administrative and clerical staff, depending on assignment.
- Analyze financial data and draw sound conclusions.
- Effectively represent the utility billing division and the City in meetings with the public, other departments, various businesses, and professional organizations as appropriate.
- Establish and maintain a variety of filing, record keeping, and tracking systems.
- Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
- Make sound, independent decisions within established policy and procedural guidelines.
- Present complex information orally and in writing in an easy-to-understand way for employees, customers and decision-makers.
- Operate modern office equipment including computer equipment and specialized software applications and programs.
- Comprehend and use English effectively including producing all forms of communication in a clear, concise and understandable manner to intended audiences.
- Use tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
- Establish, maintain and foster positive and harmonious working relationships with those contracted in the course of work.
EDUCATION AND EXPERIENCE:
Equivalent to completion of the twelfth (12th) grade supplemented by two (2) years of college level coursework or specialized technical training in accounting, finance, business administration or a closely related field, and four (4) years of accounting and/or customer service experience, including one (1) year of supervisory experience, preferably in a governmental or public agency setting.
(A comparable amount of training, education or experience can be substituted for the minimum qualifications.)
LICENSES, CERTIFICATIONS OR REGISTRATIONS:
ESSENTIAL PHYSICAL SKILLS:
Acceptable eyesight (with or without corrections.) Acceptable hearing (with or without hearing aid.)
Ability to communicate both orally and in writing.
Ability to access, input, and retrieve information from a computer.
(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with a disability.)
Employees of the City of Newberry are eligible for a wide array of benefits.
The City provides:
- Health, life, long-term disability, vision, dental, and AD&D insurances
- Direct Deposit
- Paid vacations, holidays, and sick leave
- Paid Parental Leave
- Employee Assistance Program
- Retirement plan through the Florida Retirement System
- On going training and employee development
Other Employee purchased benefits available include:
- Dependent coverage
- Legal Plan Insurance
- Deferred compensation programs (457)
- Employee computer purchase program
- Flexible spending account participation (FSA)
- Supplemental and/or dependent life insurance