Customer Service Supervisor - Billing Operations

The City of Richmond Department of Public Utilities - Customer Service Division is seeking qualified candidates for a Customer Service Supervisor position in Billing Operations. This class will provide leadership and supervision to billing operations personnel. Work may include establishing and interpretation of policies and procedures; managing customer flow; preparing monthly reports; conduct training sessions;
The incumbent resolves customer complaints and billing queries, processes changes to accounts and assists customers with other issues.

• Providing advanced-level internal and external customer service related to billing exceptions, abnormal usage, billing discrepancies, leak adjustments, and system-generated exceptions; serving as an escalation point for complex issues raised by team members, leadership, customers, and other departments via phone, email, and in-person interactions.
• Supervising, monitoring, and evaluating the performance of staff to ensure accuracy, timeliness, and compliance with established policies, procedures, and regulatory requirements; identifying performance gaps and developing targeted coaching and corrective action plans in alignment with management/City direction.
• Delivering initial and ongoing training for staff on billing systems, exception workflows, documentation standards, quality expectations, and process updates; reinforcing adherence to Standard Operating Procedures (SOPs) and quality assurance requirements.
• Overseeing daily exception workloads, prioritization, and assignment to ensure timely resolution and balanced distribution of work; monitoring productivity metrics, exception aging, and backlog trends to support operational goals.
• Reviewing, approving, and performing complex billing adjustments, account corrections, reconciliations, and exception resolutions as needed; ensuring all account actions are properly documented and auditable.
• Preparing, reviewing, and maintaining reports, trackers, spreadsheets, and performance documentation related to exception volumes, resolution times, accuracy rates, and staff productivity; utilizing data to inform decision-making and continuous process improvement.
• Performing data entry and system updates within the billing system and related tracking tools; ensuring data integrity and consistency across systems.
• Collaborating with Customer Service, Field Services, IT, and other internal stakeholders to investigate root causes of billing issues, resolve systemic problems, and implement process improvements.
• Supporting management initiatives related to system upgrades, policy changes, training rollouts, and operational improvements within Billing Operations.
• Performing additional duties and special projects as assigned by management.
• Other duties as assigned.

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.

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES:
These are a representative sample; position assignments may vary.

• 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; and 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…