Under general direction, the Customer & Administrative Service Supervisor provides direct oversight to assigned staff, and coordinates and leads the activities and operations within customer service, field service (meter reading), development, and general clerical/administrative programs. This position is a working supervisory position in that it is responsible for understanding and performing the full range of customer/field service duties, development duties, and related tasks. The incumbent resolves complex and challenging customer concerns and questions; has proficient knowledge of District functions and policies; evaluates employees; creates, updates, and maintains procedures to ensure efficient operations; assists with policy development; assists with budget preparation; establishes and maintains task and staff schedules to ensure coverage. The incumbent provides moderate to highly complex assistance to the Director of Administration.
This position is characterized by moderate to high-level knowledge and skills required to perform and supervise the day-to-day operations of their assigned programs. The incumbent has strong interpersonal, communication, leadership, and problem-solving skills; the ability to work without extensive supervision; and the ability to prioritize, lead, and direct. The incumbent possesses journeyman-level knowledge of customer service, field service, development, and clerical duties pertaining to the administration of the District. The incumbent must be skilled in resolving escalated customer concerns in a patient and professional manner.
This position receives general direction from the Director of Administration. This position will supervise, lead, evaluate, and provide training for assigned employees.
EXAMPLES OF DUTIES
Job Descriptions are only intended to present a description summary of the range of duties and responsibilities associated with specified position. Therefore, job descriptions may not include all duties performed by individuals within the position. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this class.
PERFORMANCE EXPECTATIONS: KNOWLEDGE, SKILLS, AND ABILITIES
- Oversees, coordinates, and directs the daily work of customer service, field service (meter reading), development, and related administrative functions. Provides day-to-day leadership to ensure high performance, customer service-oriented work that supports achieving the District's mission, objectives, and values.
- Responsible for managing schedules to ensure complete coverage for the District's customer base, including but not limited to customer service, meter reading, meter change-outs, lock-offs, etc., and communicates this information to staff.
- Plans and implements work programs and activities, including but not limited to: create and update departmental procedures and processes, creating efficiency; create, update, and organize departmental forms and documents; create quality assurance tools to ensure completion, quality, and timeliness.
- Prioritize, assign, evaluate and supervise the work of assigned employees. Provides coaching and guidance for performance improvement and development; and provides on-site support, leadership, training, and direction to subordinate staff.
- Assists customers with information, including but not limited to explaining billing and rates; establishing, changing, and closing accounts; processing turn-on and turn-off requests; explaining credit policies; providing information and processing requests for low-income or customer assistance plans; assisting with questions and resolutions to high usage, including participating in the customer notification process; assisting with development inquires and processes.
- Resolves complex and challenging customer relation situations, involving upset customers and requiring sensitivity and sound judgment; takes action to resolve complaints where appropriate, including waiving delinquency charges and setting up payment plans within authority levels; receives and responds to correspondence and telephone calls, and provides accurate information.
- Attends and participates in professional group meetings; stays abreast of new trends and innovations in utility billing and customer service; directs and participates in incorporating new developments into program areas, as appropriate.
- Prepares and maintains a variety of records and reports, including but not limited to timesheets, work orders, daily, weekly, monthly, and annual operational statistics.
- Assists in the development and administration of assigned departmental budgets. Perform a wide variety of administrative tasks, including but not limited to typing letters, memos, data entry, maintaining files, and sorting mail.
- Reads, understands, and ensures compliance with the safety programs; attends safety meetings, as required; reports all accidents, violations, or infractions to supervisor.
- Using courteousness and tact, interacts effectively and diplomatically in all areas of customer and employee relations, always projecting a professional image in keeping with the District's goals and objectives.
- Opens and closes the administration building and turns the alarm system on and off.
- Acts as a backup for absences performing the full range of customer service duties, including bank runs and mail errands.
- Regular attendance at the worksite and performs other special projects and duties as assigned.
The following are representative examples of KSA's necessary to perform the essential duties of the position. Knowledge of:
- Modern principles and practices of providing excellent customer service.
- District rules and regulations and meter service operations and issues related to assigned functions.
- District personnel rules and policies.
- Modern office practices, methods, and computer equipment and applications.
- Cash, check, and credit handling techniques.
- Principles and methods of business correspondence.
- Basic accounting and mathematics.
- Proficient at using word processing and spreadsheet software and understanding of accounting software, and the aptitude for learning governmental accounting software.
- Techniques for dealing with delinquent accounts.
- Principles and practices of sound business communications and correct English use, including spelling, grammar and punctuation.
- Appropriate safety precautions, procedures, practices and regulations related to maintain a department/division safety program.
- Computer applications, such as word processing and spreadsheets.
- Principles and practices of effective leadership and employee supervision, including training and performance evaluation.
- Possess strong organizational and time management skills.
- Possess solid computer skills in Word, Excel, and PowerPoint.
- Possess strong skill with 10-key by touch.
- Possess strong verbal and written communication skills.
- Efficiently learning District software programs.
- Provide tactful and courteous service to the public.
- Operate various office equipment, including a computer, 10-key calculator, cash register, and supporting word processing, spreadsheet, and customer service applications.
- Type accurately at a minimum of 45 words per minute.
- Work in a fast-paced environment and successfully manage a rapidly changing environment.
- Analyze complex customer service problems and recommend solutions; handle a diverse set of customer comments, inquiries, and complaints in a polite, calm, and professional manner.
- Interpret, explain, and enforce policies and procedures.
- Multi-task, communicate progress, and meet deadlines.
- Prepares concise records, reports, and other written materials.
- Use creative thought to problem solve, including the use of new and innovative technologies and techniques.
- Participate in groups and committees that affect District operations, policies, and procedures.
- Use Microsoft Office applications and databases proficiently, including accessing forms within public folders, sending and receiving email, and using the calendar and scheduling functions effectively.
- Maintain effective audio-visual discrimination and perception needed for making observations, communicating with others, reading, writing, and operating assigned equipment.
- Establish and maintain cooperative, respectful, and effective working relationships with those contacted in the course of work, including District employees, officials, vendors, and the general public.
Any combination of education and experience which would likely provide the necessary knowledge and abilities may be qualifying. Experience:
Minimum of three (3) years of progressively responsible experience in billing/customer service and/or financial record-keeping, of which at least one (1) year included supervising employees. Experience working within a public agency is highly desirable. Education and/or Training:
High School Diploma or equivalent; Equivalent to graduation from an accredited two-year college or university with major coursework in accounting, finance, business administration, or closely related field. A four-year degree highly desirable. Certificates, Licenses, Registration:
PHYSICAL AND MENTAL DEMANDS
- Must possess and maintain a California Class "C" Driver's License.
- Possession of a Customer Service Certificate issued by the American Water Works Association (AWWA) is desirable.
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands: Subject to reasonable accommodation in accordance with the requirements of the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act (FEHA), possess the ability to lift and/or carry objects (no greater than 20 lbs.) on an infrequent basis. Ability to bend, twist, turn, push, pull, and reach routinely, as well as perform repetitive motion tasks on a regular basis. Ability to sit for extended time periods and use office equipment such as computer terminals, copiers, and fax machines on a regular basis. Requires normal range hearing and vision. Ability to stoop, kneel, and crouch occasionally. Work Environment:
Outside: Occasionally, standing, walking, crouching may be required during inspection tours of facilities. Occasionally, work in an outdoor environment that may be required with extremes in weather and temperature conditions, work and traverse on uneven ground while carrying equipment.
Inside: Duties of this position are predominantly conducted indoors, in an office setting or environment. Fumes/Gases: Duties of this position are predominantly conducted indoors, in an office setting or environment.
Noise/Vibration: Noise levels expected of an office or indoor setting are expected.
Equipment Use: Standard office equipment such as computer hardware and peripherals, binding machines, copy machines, scanning machines, fax machines, and telephone.
Mental Demands: While performing the duties of this class, an employee is regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math, and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with District managers, officials of other governmental agencies, community and professional groups, staff and other organizations.
Safety: Follows proper safety practices at all times.
Travel: On occasion, the incumbent in this position may be required to attend, workshops, meetings, and/or seminars.
Other: Position subject to alternative 4/10 workweek schedule.