POSITION DESCRIPTION



POSITION DESCRIPTION

Job Title: Customer Services Supervisor

Reports to: Customer Service Manager

Department: Customer Service

FLSA Status: Exempt

Posting Date:

Job Summary:

Responsible for planning, organizing, coordinating and supervising Customer Service activities.

Essential Functions:

Plan, layout and assign work according to volume, assignments and individual skills and abilities for most efficient completion and issuance. Assist in defining department objectives. Set priorities for utilizing resources.

Ensure efficient coordination of resources and activities. Arrange for equipment and supplies to be available for assignments.

Ensure work is carried out in accordance with agreed procedures. Maintain quality and quantity of work. See that work areas are maintained in a neat and orderly condition and that equipment is given proper care and required service.

Answer customer inquiries and ensure customer satisfaction. Make inquiries to establish information required.

Supervise to maintain adherence to regulations. Coordinate, review and participate in the administration of the District’s summer residential sprinkling program; collection and certification of delinquent accounts.

Provide spoken and written information to management, staff and team members. Communicate with the billing agents regarding customer billing matters such as surcharge rates, sewer service charges based on usage, no charge status, new tie-ins, adjustments, etc.

Evaluate information. Check list of accounts for appropriateness. Prepare a list of anticipated accounts to be certified. Reconcile cash receipts to individual accounts and transmit to billing agent. Monitor and verify collection transactions of sewer accounts for foreclosure and bankruptcy with government agencies and banks.

Supervise and direct subordinates by providing coaching and instruction; evaluating performance; maintaining discipline and taking corrective action when necessary. Interview and recommend employees for promotion or hire.

Performs other duties as assigned.

Non-Essential Functions:

None.

Minimum Job Requirements:

Education: High school diploma or equivalent.

Experience: Seven (7) years of experience in customer relations and complaints or public relations.

Specific Skills: Ability to plan, organize and supervise a comprehensive customer service unit; meet and deal with agencies; establish effective relationships.

Specialized Knowledge, Licenses, etc:

Proficient in Microsoft Office.

Supervisory Responsibilities:

Customer Service Representative I (2)

Customer Service Representative II (1)

Working Conditions:

General office environment.

Physical Demands:

Time split between sitting, standing, and walking.

Interfaces:

Internal: Interfaces with District personnel

External: Interfaces with general public, financial institutions, and other government agencies.

Success Factors:

Social confidence

Follows rules and regulations

Critically evaluates information

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. At the employee’s request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

To be considered for this position, all diplomas, licenses and other credentials must be on file before bidding closes.

7/17/03

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