Customer Service Supervisor - Billing Operations

Overview

Customer Service Supervisor - Billing Operations. Join to apply for the Customer Service Supervisor - Billing Operations role at City of Richmond, Virginia
.

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About this opportunity:
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. Responsibilities include establishing and interpreting policies and procedures, managing customer flow, preparing monthly reports, conducting training sessions, resolving customer complaints and billing queries, processing changes to accounts, and assisting customers with other issues.

• Provide advanced-level internal and external customer service related to billing exceptions, abnormal usage, billing discrepancies, leak adjustments, and system-generated exceptions; serve as an escalation point for complex issues via phone, email, and in-person interactions.
• Supervise, monitor, and evaluate staff performance to ensure accuracy, timeliness, and compliance with policies and regulatory requirements; identify performance gaps and develop targeted coaching and corrective action plans.
• Deliver initial and ongoing training for staff on billing systems, exception workflows, documentation standards, quality expectations, and process updates; reinforce adherence to SOPs and QA requirements.
• Oversee daily exception workloads, prioritization, and assignment to ensure timely resolution and balanced workload; monitor productivity metrics, aging, and backlog trends to support operational goals.
• Review, approve, and perform complex billing adjustments, account corrections, reconciliations, and exception resolutions; ensure all actions are documented and auditable.
• Prepare and maintain reports, trackers, spreadsheets, and performance documentation related to exception volumes, resolution times, accuracy rates, and staff productivity; use data for decision-making and process improvement.
• Perform data entry and system updates within the billing system and related tracking tools; ensure data integrity across systems.
• Collaborate with Customer Service, Field Services, IT, and other internal stakeholders to investigate root causes of billing issues, resolve systemic problems, and implement process improvements.
• Support management initiatives related to system upgrades, policy changes, training rollouts, and operational improvements within Billing Operations.
• Perform additional duties and special projects as assigned by management.
• Other duties as assigned.

Note: Incumbent serves as an essential employee and may be required to work when the City is closed due to emergencies or hazardous conditions. The position may require overtime, nights, and weekends.

MINIMUM TRAINING AND

EXPERIENCE:

• 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.

Preferred Training and

Experience:

• 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.

LICENSING, CERTIFICATIONS, And OTHER SPECIAL REQUIREMENTS

• None required

Knowledge, Skills, And Abilities

Typical knowledge, skills, and abilities: knowledge of best practices in a call center environment, customer service policies and procedures, account reconciliation, and research/auditing practices related to customer service activities.

• Strong oral, written, and interpersonal communication; conflict resolution; research, evaluation, and people management skills.
• Ability to multi-task, listen, problem solve, supervise and develop staff, understand comments/concerns, make sound decisions, and analyze data to resolve customer issues.

Americans With Disabilities Act Requirements

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

Environmental Hazards

Working conditions may include travel within and outside the City; exposure to hazardous conditions and environmental factors as described in the job posting.

Physical Requirements and Working Environment

Incumbents must be able to perform detailed work on multiple…