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City of Georgetown JOB DESCRIPTION
Job Title: Utility Customer Service Supervisor Effective Date: 10/01/2012
FLSA Category: Exempt Revision Date: 01/27/2014
SUMMARY: Supervises the customer service process staff and collection process for past due utility payments on both
active and inactive accounts. Works closely with customers to develop payment plans, extensions, and alternative
payment options. ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of
the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable
accommodations will be made as required. The job description does not constitute an employment agreement and is
subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to,
the following:
• Resolves escalated customer issues and complaints regarding utility policies, account billing discrepancies, service inconsistencies, and policy education.
• Recommends for hire, supervises, trains, and develops staff through review of performance data, conferences, training and performance review
• Analyzes and interprets consumption data, provides innovative options and services, implements solutions .
• Assists in developing fair policies and procedures and ensures the consistent administration with the goals of
providing consistent service for all customer classes.
• Maintains a general understanding of department policies and processes, billing rate structures, and GUS operations and their effect on the corresponding customer utility accounts in order to provide guidance and
information to customers on specific concerns.
• Provides information to customers regarding events experienced by the utility to inform and educate customers.
• Explains ordinance and operation changes to customers.
• Coordinates all aspects of customer service to ensure issues are handled in a prompt, accurate, consistent and professional manner.
• Develops Customer Service “metrics” and reviews results to ensure high levels of customer satisfaction.
• Directs and supervises assigned staff by providing professional guidance, maintaining good internal cash
controls, assuring their organizational development, and encouraging them to work as a team in order to provide effective customer service.
• Maintains a general understanding of utility transactions’ impacts on the general ledger in order to accurately verity the posting of all revenue received through the department’s cash collection system.
• Ensures accuracy of day to day cash/payment postings to the Utility sub-ledger and related GL accounts;
maintains good internal cash controls.
• Performs other duties as assigned or required.
MINIMUM QUALIFICATIONS:
Education, Training and Experience Guidelines Bachelor’s degree from an accredited college or university with major coursework business or public management or in a related field,
Four years of full-time work experience providing quality customer service in a collections or similar work environment. Two years of the required experience must have been in a lead or supervisory capacity.
One additional year of the required experience may be substituted for each year (30 semester hours) of the required education up to a maximum of 4 years.
Knowledge of:
• Rate structures, utility usage, and conservation methods.
• Supervisory and managerial techniques and principles.
• City and departmental practices, policies and procedures
• Customer service practices and techniques.
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• Problem solving techniques
• City structure and ordinances Skill in:
• Communicating effectively, both orally and in writing.
• Using computers and related software.
• Performing data analysis and problem solving.
• Planning and organizing work.
• Handling multiple tasks and prioritizing.
• Calculating services and rate classification for commercial, industrial or residential applications. • Establishing and maintaining effective working relationships.
• Reading letters from customers, office memos, manuals and reports; educational and leadership material for personal and professional development.
• Composing customer correspondence.
• Clarifying office policies, practices and procedures for customers
• Analyzing and interpreting meter reading and consumption patterns.
• Examining utility bills for customers and making decisions as to their correctness. LICENSES AND CERTIFICATION REQUIREMENTS
APPA Customer Service Certification
PPCSM –Public Power Customer Service Manager
Must obtain certification within agreed upon timeframe from date of hire. PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching,
crawling, bending, twisting, climbing, balancing, vision, hearing, talking, use of foot controls.