Hybrid Utilities Customer Service Supervisor bei City of Clarksville, TN
City of Clarksville, TN · Clarksville, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Clarksville
About the Department
GENERAL STATEMENT OF JOB
This is the fourth of five levels in the Utilities Customer Service series. Incumbents provide supervision to lower-level employees regarding gas, water, and/or sewer accounts, maintain department records, and resolve customer complaints. Responsibilities may include scheduling work hours; preparing daily accounting records; adjusting bills and implementing payment installment plans; responding to customer complaints and resolving errors; running reports; maintaining departmental records; and supervising lower-level staff.
***PLEASE NOTE: THIS VACANCY IS OPEN TO CURRENT CITY OF CLARKSVILLE GAS AND WATER EMPLOYEES ONLY. YOU MUST BE EMPLOYED WITH THE CITY OF CLARKSVILLE GAS AND WATER FOR AT LEAST SIX (6) MONTHS TO APPLY AND BE CONSIDERED FOR THIS POSITION. APPLICATIONS NOT MEETING THESE REQUIREMENTS WILL NOT BE CONSIDERED.***
Position Duties
SPECIFIC DUTIES AND RESPONSIBILITIES
Essential Functions:
Supervises staff to include prioritizing and assigning work; conducting performance evaluations; ensuring staff are trained; ensuring that employees follow policies and procedures; maintaining a healthy and safe working environment; and making hiring, termination, and disciplinary recommendations.
Monitors workloads, phone queue, individual and team performance for immediate and long term needs for efficient and positive experiences for customers in both personal interactions and via telephone; ensures operational compliance with City Code and departmental policies; cash handling and reconciliation; making recommendations to senior management for budgetary needs and implementing improvements as needed and when possible.
Responds to requests for information from the public and resolves complex problems related to customer dissatisfaction which includes adjusting bills, resolving errors, setting up accounts with exemptions, and performing related duties.
Represents the assigned function to internal and external stakeholders to exchange information.
Performs other related work as required.
Minimum Qualifications
MINIMUM EDUCATION AND TRAINING
Education and Experience:
- High school graduate or GED equivalent.
Two (2) years as a Utilities Senior Customer Service Representative
An equivalent combination of education and experience sufficient to perform the job's essential duties.
License and Certifications:
- None.
Other Qualifications
MINIMUM QUALIFICATIONS AND STANDARDS REQUIRED
Knowledge, Skills, and Abilities:
Knowledge of:
Supervisory principles.
Customer service principles and practices.
EnQuesta, Cognos, and ServiceLink software.
Legends Remote Check Deposit.
Online Utility Exchange.
Invoice Cloud and Merchant e-Solutions software.
City Code and departmental policies related to service accounts, rates, billing practices, and other associated topics.
Basic accounting principles.
Modern office equipment.
Recordkeeping principles.
Computers and related software applications.
Skill in:
Supervising, monitoring, and evaluating employees.
Ensuring lower-level staff provide an elevated level of customer service through verbal and written communication.
Ensuring proper utilization EnQuesta, Cognos, ServiceLink, Invoice Cloud, and Merchant e-Solutions software by lower-level staff.
Ensuring operational compliance with City Code and departmental policies related to service accounts, rates, billing practices, and other associated topics.
Performing basic accounting transactions.
Preparing routine reports.
Operating modern office equipment.
Using computers, telephone devices, and related software applications.
Communication, interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, the public, etc. sufficient to exchange or convey information and to give and receive work direction.
PHYSICAL REQUIREMENTS:
The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities are required:
Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
Grasping: Applying pressure to an object with the fingers and palm.
Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination sound.
Mental Acuity: Making rational decisions through sound logic and deductive processes.
Reaching: Extending hand(s) and arm(s) in any direction.
Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
Standing: Particularly for sustained periods of time.
Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Visual ability 1: sufficient to perform an activity like preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.
Walking: Moving about on foot to accomplish tasks, particularly for long distances or move from one work site to another.
