Customer Service Supervisor

Professional work providing operational leadership for the Environmental Services Water and Wastewater Customer Service program. Supervises, plans, organizes, and coordinates the activities and operations of the Customer Service program; functions in a working supervisor capacity to perform a variety of general technical accounting duties involving financial transactions, record keeping, customer service; provides direction to the Customer Service Specialists in the performance of their daily duties.

Salary will be determined depending on qualifications of candidates who exceed the minimum requirements as outlined within the job description.

Additional compensation based on licensure.

These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

• Acts as Customer Service and Billing Manager during his/her absence.
• Directly supervises, trains, mentors, assists, and coordinates activities of six (6) Customer Service Specialists.
• Responsible for identifying areas of improvement in customer service results by establishing and communicating service metrics; monitoring and analyzing results. Work with management implementing changes.
• Reconcile Auto Pay deposits, research and correct any issues found. Responsible for creating and updating payment procedures.
• Perform financial transactions including processing or transferring payments, refunding credit amounts or deposits, adjustments of service fees; process bankruptcy notifications, collection, and manage customer accounts.
• Plan, prepare, and devise daily work schedules, according to workloads.
• Investigate customer’s problems and find solutions. Resolve and respond to more complex customer issues and inquiries.
• Interpret and communicate work procedures and policies to staff, both County and Departmental. Develop and update new procedures for review, approvals, and implementation.
• Review and check daily accounting transactions of all Customer Service Specialists for accuracy, content, and correct errors. Prepare reports, records, daily bank deposits and deposit reports for accuracy, correct errors.
• Responsible for the accuracy of electronic deposit of check payments, downloading credit card payments and downloading of payments sent by banks.
• Prepare and authorize account adjustments for charges or refunds to customers.
• Communicate professionally with customers via phone, email, or letter.
• Make recommendations to management concerning staff and improvement of procedures. Work with management on customer service initiatives.
• Ensure Customer Service team compliance with internal controls for cash, credit, card, and customer adjustments.
• Ensure proper operation of the Sun Gard/THE/Naviline Customer Accounting System.
• Initiate and recommend to the Customer Service and Billing Manager recommendations for final hiring, training, discipline, and evaluation actions for Customer Service Representatives.
• Be knowledgeable in the collection process of delinquent accounts. Work closely with Accounting Staff in sending accounts to collection agencies and verifying amounts.
• Possess the ability to perform all the functions of a Customer Service Specialist when necessary.

• Perform other work as required.
• In event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.

• Associate’s degree and three (3) years of customer services experience; one (1) year of supervisory experience preferred.
• A comparable amount of education, training, or experience may be substituted for the minimum qualifications.
• Must have excellent verbal communication skills, as well as excellent customer service skills.
• Knowledge of Business English, spelling, punctuation, and general office processes.
• Skilled in typing correspondence, reports, and summaries according to appropriate procedures.
• Skilled in the operation of a personal computer and other office equipment.
• Familiarity with the Sun Gard/Naviline Customer Accounting System is preferred.
• Knowledge of Windows, Outlook, Works, Excel, and Microsoft Word required.
• Must possess and maintain a valid Florida Driver’s License.
• All employees must attend Seminole County Required Trainings.
• Department specific trainings per position may be required.