Customer Service Supervisor

Customer Service Supervisor

Are you passionate about providing excellent customer service, as well as leading and developing a team to deliver the same high standards? If so, the City of Ontario has a position for you! The Utilities Customer Services Department is conducting an external and promotional recruitment for the position of Customer Service Supervisor. The Customer Service Supervisor is a working leader, responsible for planning, coordinating and supervising the activities of assigned operations within the department with the goal of providing exceptional customer service to the City's citizens and businesses.

• Premiere customer service skills that embody the City's and Department's Customer Service Philosophy.
• A growth‑mindset with a passion for developing people and demonstrates the exceptional ability to demonstrate and instill teamwork.
• Excellent organizational, analytical research, and problem solving skills to support data driven decision making.
• The ability to provide people‑focused led direction and training.
• The desire to play a key role in selecting, training, evaluating, and providing ongoing coaching and mentoring to support staff, while fostering a cohesive and supportive culture where team members can thrive in a fast‑paced and dynamic environment.

Additionally, the successful candidate will embody the Department's mission and vision as well as the qualities of a Five Tool Player – Leader, Thinker, Communicator, Operator and Public Servant – and the principles of the City's Customer Service Philosophy – Empathy, Respect, and Problem Solving.

The City of Ontario Municipal Utilities Company is committed to protecting the health and welfare of the community by providing safe, efficient, and economical production, transmission, and distribution of the City's domestic water supply; uninterrupted wastewater collection; and timely, efficient solid waste and recycling collection services with an emphasis on good customer service, sustainability, and environmental stewardship.

The Utilities Customer Services Department, part of the City of Ontario's Municipal Utilities Company, is committed to providing exceptional customer service to every resident, business, and team member in the City of Ontario through the Utility and Customer Services Center. The Utility and Customer Services Center assists approximately 47,000 water, wastewater, and integrated waste accounts with service, billings, credit and collections.

• Ensures exceptional customer service is experienced by all department customers.
• Plans, organizes, supervises, and coordinates the activities of assigned operations in Customer Service and Billing and Collections.
• Supervises and directs the activities of staff including employee selection, work assignment, performance evaluation, employee development, disciplinary action, and complaint resolution.
• Leads and assists staff in daily operations, provides guidance on responding to and resolving difficult complaints and inquiries with internal and external customers.
• Develops, recommends, and implements policies, operational procedures, and objectives for the units and provides training as needed.
• Establishes priorities and standards for unit.
• May perform related departmental work, such as assisting customers at the counter or processing daily collections or licenses, depending on the units' workload.
• Responds to more complex complaints and inquiries; provides innovative resolutions to internal and external customers.
• Prepares reports and researches information.
• Conducts performance evaluations; recommends and implements opportunities for employee training and development, coaching and mentoring, and discipline as necessary.
• Directs and oversees the preparation and maintenance of necessary records and reports.
• Oversees daily cash collections and accounts receivable posting operations.

Bachelor's degree or equivalent in Finance, Accounting, Business Administration, or a related field. A combination of related post‑secondary education/training and additional years of directly…