Customer Services Supervisor
Government Jobs, Norco, CA, United States
Job Title
Under general supervision, this position performs complex customer service and administrative support work involving frequent interaction with the public by telephone, e-mail and in person; this role also oversees and participates in a variety of financial and operational functions, including utility billing, business license, accounts payable and receivable, miscellaneous billing and collections and payroll processing.
Examples Of Duties
Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledges, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class.
Typical Duties & Responsibilities:
Oversees and participates in a board range of financial and customer service operations, including utility billing, business license, accounts payable and receivable, payroll, and various billing and collection activities.
Recruits, selects, trains, motivates, and evaluates lower-level staff, and part-time staff; provides and coordinates staff training; prepares staff work schedules and assignments; meets with staff to identify and resolve problems; works with employees to correct deficiencies.
Participates in the development and implementation of goals, objectives, policies, and priorities for the department; recommends, establishes and administers policies and procedures.
Identifies opportunities for improving service delivery methods and procedures; identifies resource needs and reviews with appropriate management staff and implements improvements.
Assumes difficult and specialized customer relation situations, involving upset and dissatisfied customers and requiring sensitivity and sound judgment; takes action to resolve complaints where appropriate, including waving delinquency charges and security deposits; receives and responds to correspondence and telephone calls; provides information and handles issues, requests, and complaints.
Oversees the administration of the delinquent accounts, including past due notices, and sets the dates for service shut-off for non-payment; supervises the process of returned items.
Direct cost of service studies and supports the development, design and implementation of utility rates and fees.
Implements new rates and fees and ensures customers are billed correctly.
Researches, analyzes, and interprets data relating to departmental operations; conducts surveys; prepares related reports, including analysis of findings, alternative solutions, conclusions, and recommendations.
Participates in the development and administration of program budget(s). Forecasts funds requirements for staffing, equipment, and supplies; monitors expenditures to ensure fiscal responsibility.
Administers and/or implements one or more department services or programs.
Interprets and applies data, policies and procedures, laws, regulations and explains them to the public and other employees; researches and responds to inquiries and citizen complaints regarding departmental operations and programs.
Coordinates departmental projects, programs, and studies with other City departments and external agencies and contractors; serves as a departmental liaison.
Performs other duties as assigned.
Under general supervision, this position performs complex customer service and administrative support work involving frequent interaction with the public by telephone, e-mail and in person; this role also oversees and participates in a variety of financial and operational functions, including utility billing, business license, accounts payable and receivable, miscellaneous billing and collections and payroll processing.
Examples Of Duties
Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledges, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class.
Typical Duties & Responsibilities:
Oversees and participates in a board range of financial and customer service operations, including utility billing, business license, accounts payable and receivable, payroll, and various billing and collection activities.
Recruits, selects, trains, motivates, and evaluates lower-level staff, and part-time staff; provides and coordinates staff training; prepares staff work schedules and assignments; meets with staff to identify and resolve problems; works with employees to correct deficiencies.
Participates in the development and implementation of goals, objectives, policies, and priorities for the department; recommends, establishes and administers policies and procedures.
Identifies opportunities for improving service delivery methods and procedures; identifies resource needs and reviews with appropriate management staff and implements improvements.
Assumes difficult and specialized customer relation situations, involving upset and dissatisfied customers and requiring sensitivity and sound judgment; takes action to resolve complaints where appropriate, including waving delinquency charges and security deposits; receives and responds to correspondence and telephone calls; provides information and handles issues, requests, and complaints.
Oversees the administration of the delinquent accounts, including past due notices, and sets the dates for service shut-off for non-payment; supervises the process of returned items.
Direct cost of service studies and supports the development, design and implementation of utility rates and fees.
Implements new rates and fees and ensures customers are billed correctly.
Researches, analyzes, and interprets data relating to departmental operations; conducts surveys; prepares related reports, including analysis of findings, alternative solutions, conclusions, and recommendations.
Participates in the development and administration of program budget(s). Forecasts funds requirements for staffing, equipment, and supplies; monitors expenditures to ensure fiscal responsibility.
Administers and/or implements one or more department services or programs.
Interprets and applies data, policies and procedures, laws, regulations and explains them to the public and other employees; researches and responds to inquiries and citizen complaints regarding departmental operations and programs.
Coordinates departmental projects, programs, and studies with other City departments and external agencies and contractors; serves as a departmental liaison.
Performs other duties as assigned.