Customer Service Supervisor

The Customer Service Supervisor is responsible for the planning, organizing, coordination and oversight of the activities of the Customer Service and Meter Services divisions for the City of Casselberry Finance Department.  The Customer Service Supervisor is responsible for the direct supervision and evaluation of the performance of assigned direct and contracted staff.   The Customer Service Supervisor accomplishes work with freedom to establish, implement and oversee policies within the assigned department/division(s).1. Provides oversight and direction to the Customer Service division. (40%)

1. Establishes operational policies and procedures for the customer service division to ensure efficient operation of the division.
2. Ensures utility billing is completed accurately and in a timely manner.
3. Generates and publishes billing calendar, reviews and approves adjustments, debits, chargebacks, payments, and billing updates for utility customers. 
4. Generates cycle billing according to calendar.
5. Transmits data files to third party contractor for bill print and distribution.
6. Reviews invoices received from vendors to ensure accuracy and ensure invoice processing is in accordance with established policies and procedures.
7. Updates water, sewer, irrigation, garbage and stormwater utility rates in Naviline.
8. Maintains and balances daily cash and payment transactions and prepares deposit(s) for bank.
9. Generates lockoff list; determines who will be locked off; distributes work.
10. Manages the collection procedures of database maintenance and determines accounts to be reported to third party collection agency.
11. Resolves escalated customer service concerns and complaints regarding billing and payment balance adjustments.

2. Provides oversight and direction to the Meter Services division. (40%)

1. Utilizes City utility billing software in order to ensure maximum utilization of opportunities available.
2. Establishes operational policies and procedures for the meter service division to ensure efficient operation of the division.
3. Ensures that field service personnel complete daily requirements for initiation of new accounts, termination of accounts, general maintenance of meters and daily customer requests for assistance.
4. Maintains meter inventory, coordinates meter reading cycles and routes, loads and downloads reading devices, reviews readings for problems, posts reading to accounts and determines changes.
5. Establishes and assigns services for new locations and the assignment of meters to record consumption for billing purposes.
6. Reviews customer and vendor requests for service/maintenance of equipment to determine cause for request, type of malfunction and customer address and coordinates with service personnel regarding service or installation activities.
7. Monitors service order activity to ensure accurate recording and completion.

3. Supervisory Responsibilities (15%)

1. Supports and exemplifies the City’s identified core values, supports the mission and assists the City to attain its’ vision and goals through the efficient operation of assigned employees and/or departments.
2. Carries out management responsibilities in accordance with the organization’s policies, procedures and applicable laws, including employment laws.
3. Collaborates with HR and Finance Director in accomplishing employee selection, training and performance management functions.
4. Collaborates with HR and Finance Director to address complaints and assist in resolving employee relation issues and holds employees accountable for their performance/behaviors as necessary.
5. Plans, assigns and directs work of directly supervised staff.
6. Rewards employees appropriately and evaluates performance in a timely manner using the employee evaluation forms instituted by the City of Casselberry.
7. Oversees and ensures that the required Department/Division orientation and training and applicable on-the-job training is completed.
8. Explains to staff and customers the City’s policies and procedures relating to electric, gas, water, solid waste, wastewater, and irrigation rates, deposits, and fees.
9. Collects, evaluates, and analyzes data to produce letters, memos, billing statements, and statistical reports so they can obtain information, explain policies, resolve billing disputes, and track work.
10. Effectively communicates to management the necessity and justification for policy revisions as needed.
11. Communicates with supervisors and managers in other City departments, both orally and in writing.
12. Responds to customers in a tactful, confidential, knowledgeable, and courteous manner to help resolve difficult situations.

4. Additional Duties and Responsibilities (5%)

1. Interacts with other Finance Department staff to ensure complete accurate recording of City accounts receivable transactions, including but not limited to, recording cash transactions, adjustments, billing and daily deposits. 
2. Acts as back up for customer service representatives and billing specialists, as needed.
3. Performs all duties and responsibilities in a manner consistent with the core values of the City, and consistent with City and Department policies.
4. Follows safe working practices and has a working knowledge of safety practices and procedures.
5. Develops, recommends, and implements the fiscal budget process of assigned divisions for upcoming year(s).  Monitors budget, investigates variances and reports on findings to Director.
6. Attends or designates personnel to attend conferences and meetings to keep abreast of current trends in the field; represent the Customer Service division in a variety of local, county, state and other meetings.
7. Adheres to laws, regulations and policies of the City and of the assigned Department.  Follows instructions provided by Department Director or their designee.
8. Completes the identified required or assigned training timely and applies acquired knowledge and/or skills.
9. Participates in department meetings, staff meetings and other related activities.
10. Maintains, preserves, retains and disposes of public records pursuant to FS Chapter 119.

Emergency Management Role                                     

1. Participates as a member of the City staff as required to take action in the event of an emergency.
2. Acts in the assigned role to support the City in disaster preparation and/or disaster recovery efforts as described in the City of Casselberry Emergency Management Plan, designated by supervisor or designee.

(These essential and additional 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 assigned.)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  

1. Education and Training: An Associate’s degree (AA/AS) in Business Administration, Accounting/Finance Management or related field is required.  A comparable combination of education and experience may be considered.
2. Experience: A minimum of five (5) years’ experience in utility customer service or related field, which includes a minimum of two (2) years’ experience as a supervisor are required.  Government agency experience preferred.
3. Certificates, Licenses and/or Registrations Required: Must possess and maintain a valid Florida Driver’s license.  A Motor Vehicle Record (MVR) check will be made to determine acceptance of past driving record.  

D.   Security Clearance: Florida Department of Law Enforcement background clearance.

E.   Knowledge, Skills and Abilities:

• Knowledge (intermediate to advanced level) of local, state and federal regulations affecting work.
• Knowledge (intermediate to advanced level) of utility billing terminology, methods, procedures and equipment.
• Knowledge (intermediate to advanced level) of customer utility billing and collection procedures.
• Knowledge (basic to intermediate level) of departmental rules, policies and procedures.
• Knowledge (intermediate to advanced level) of utilities software and work management software suite.
• Knowledge of basic accounting principles.
• Knowledge of business management practices.
• Knowledge of basic supervisory practices and procedures.
• Skill in effectively dealing with the public and other agencies in a courteous, tactful and impartial manner.
• Ability to conduct interviews of prospective employees.
• Ability to establish and maintain effective working relationships with other employees and the public.
• Ability to operate a motor vehicle. 
• Ability (intermediate to advanced level) to utilize Microsoft Office Suite, e.g. Outlook, Word, and Excel.
• Ability to learn and follow City utility policies, practices, services and charges.
• Ability to maintain accurate financial records and reports; balance deposit to ensure accurate recording of transactions.
• Ability to handle and accurately count cash.
• Ability to support the mission statement of the City of Casselberry:  Committed to protect and enhance the quality of life within its community.
• Ability to support the core values of the City of Casselberry.
• Ability to support the vision of the City of Casselberry:  A vibrant, affordable, diverse, and progressive community where citizens feel safe, enjoy their neighborhoods, and access their city government.

The work environment and physical demands described here are representative and not intended to be all inclusive of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made when requested to enable individuals with disabilities to perform the essential functions.

A. Work Environment: This position performs the duties in an office setting.  The noise level in the work environment is moderate and consistent with an office environment.  This position is also occasionally exposed to various weather conditions while driving.

B. Physical Demands: The primary functions require prolonged periods of time sitting and using hands to handle or feel.  Occasionally this position will drive, stand, walk, bend, push and pull.   In addition, this position may be required to occasionally lift and carry up to fifty (50) pounds with or without assistance of another person or utilization of lifting equipment.  This position is regularly required to use vision, speech and hearing, with or without assistive devices.

C. Equipment/Tools and Technology Used: This position utilizes the following tools and equipment while performing the duties of the job: Computer, phone, scanner, copier, printer, fax, paper shredder, and hand-held radio, check endorsing machine, postage machine, and city vehicle.

D. Employee Infection/Exposure Risk Classification:  Category III: Employee performs tasks that do not involve exposure to blood, body fluids or other potentially infectious materials (OPIM).   Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid, or to be potentially exposed in some other way.   Tasks that involve handling of implements or utensils, use of public or shared bathroom facilities or telephones, and personal contact such as handshaking are Category III tasks.

Salary : $65,341 - $98,012