Customer Service Supervisor

Department:
Customer Service Call Center

JOB DESCRIPTION

Salary Grade: G07
Minimum Midpoint Maximum
$73,060- $96,804- $120,548

Given the financial nature of this position, this position may be required to obtain a credit check depending on location. If the position is covered, prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

Under general supervision, supervises activities such as customer service, customer billing, call center operations, credit and collection, customer assistance, division accounting, meter reading, cashiering, data entry, division accounting, marketing, and sales. Provides resource management and supervision through performance planning, appraisals, training, interviewing, hiring, directing, counseling, and corrective action. Manages regulatory, legal, and customer interface for purposes of complaint resolution.

Implements and ensures appropriate customer service standards are maintained through well-informed and adequately trained personnel

Interprets company policies and procedures and ensures compliance

Assists with marketing programs and coordinates daily activities that impact area marketing plans

Develops, communicates, and implements goals and objectives to meet the overall strategic marketing goals of the department

Directs and schedules subordinate work groups to achieve departmental goals and objectives

Ensures loss control guidelines are followed

Manages utilization of available resources to ensure budgetary targets are met while providing quality customer service

Participates on task forces and committees to develop, interpret, or revise company policies, rate tariffs, programs, or guidelines

Participates in community organizations and activities to represent and support company programs

Coordinates day to day maintenance of office building

Thorough knowledge of customer service functions, including service transactions, call center operations, cash handling and audit requirements, emergency calls, meter handling, billing, collections, and customer interactions

Working knowledge of all business office practices, company policies, rules, and regulations and their relationship to governmental and regulatory authorities

Creativity, flexibility, and judgment to resolve recurring and/or unique customer problems

Ability to assist management in controlling and budgeting costs

Advanced interpersonal skills

Bachelor
¿ s degree from a four-year college or university preferably in business administration, accounting, management, or finance, with one to three years of related experience, or equivalent combination of education and/or experience related to the discipline.

Must possess a current, legally valid driver
¿ s license and meet the company
¿ s driving record requirements.

Conducts initial interviews, appraises performance, rewards and disciplines employees, addresses complaints, and resolves problems. Designs, organizes, prioritizes, schedules, and leads daily activities. Trains, mentors, and develops individual goals with each employee. Develops key outputs to ensure achievement of departmental goals.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively communicate and present information and respond to questions from various groups

Ability to support management by communicating the department vision and…