Customer Service Supervisor

The City of Richmond Department of Public Utilities - Customer Service Division is seeking qualified candidates for a Customer Service Supervisor position within the Customer Call and Contact Centers group. This class will provide leadership and supervision to call center and billing operations personnel. Work may include establishing and interpreting policies and procedures; managing customer flow; preparing monthly reports; conducting training sessions;

the incumbent resolves customer complaints and billing queries, processes changes to accounts and assists customers with other issues.

• Providing routine and advanced-level customer service, handling opening and closing operations; basic and escalated inquiries by team members and the Leadership Team; assists customers, departments, and employees by providing information, handling requests, and researching and responding to inquiries over the telephone, email, and in-person;
• Monitoring and evaluating employee performance; developing and executing coaching plans based on employee's needs and as directed by the Call Center Manager;
• Providing initial and ongoing training and coaching to staff;
• Performing data entry; preparing reports, spreadsheets, and other documentation; performing other clerical and administrative duties as required;
• Processing and making adjustments to customer accounts; performing billing and account reconciliation as needed;
• Additional tasks as assigned by management.

Incumbent serves as an essential employee, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions, or inclement weather.

This position is subject to work overtime, nights, and weekends.

• Associate's degree in business, accounting, or a related field.
• Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments.
• Supervisory experience is preferred.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

• Minimum of two (2) years of supervisory experience;
• Minimum of two (2) years of experience working in a call center environment.
• Two (2) years of experience handling customer escalations.

• None required.

• Considerable knowledge on best practices in a call center environment;
• Customer service policies and procedures; account reconciliation;
• Research and auditing practices as related to customer service activities.
• Skill in oral, written, and interpersonal communication;
• Conflict resolution;
• Researching and evaluating and people management;
• Ability to multi-task;
• Listen attentively;
• Problem solve;
• Supervise, motivate, and develop staff;
• Listen and understand comments/concerns;
• Make sound decisions;
• Research and analyze data to resolve customer issues or concerns.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands, and fingers.

The employee is occasionally required to stoop, stand, reach extending hands and arms in any direction, walk, lift, feel, and grasp. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.