customer service manager Riverside, CA
Job description
Under general supervision, a Utilities Customer Service Supervisor will assign, supervise and evaluate customer service, 311, or field services personnel; will participate in the performance of complex customer service related work involving customer contact by telephone and in person, to participate in and monitor meter reading, field collections, and start/stop service orders; will interface effectively with customers and assist in handling customer complaints; will maintain or review accounting records; and will do related work as assigned.
- Assign, supervise, and participate in the processing of applications for utility services.
- Supervise and participate in determining deposit amounts, in accepting partial payments and making arrangements for further payments, and in requiring or waiving service charges.
- Respond to and make final decisions regarding difficult customer complaints requiring a thorough knowledge of rules, rate schedules, and collection policies.
- Prepare legal documents pertaining to bankruptcy, deceased, and damage claims.
- Post journal entries to general ledger.
- Audit and correct daily unmatched cash transactions.
- Supervise control of petty cash and audit cash receipts, reconciles cash receipts with financial reports.
- Verify account code distribution.
- Prepare reports.
- Maintain an accurate subsidiary budget ledger.
- Maintain supply inventory and provide for maintenance of office equipment.
- Prepare requests for payment and audit time cards and overtime reports.
- Assist in budget preparation.
- May utilize a computer to carry out assigned customer service functions.
- Assist in the development and implementation of systems and procedures.
- Supervise, train and evaluate assigned staff.
- Review accuracy of lists of customer services to be disconnected for non-payment.
- Coordinate customer service activities with other City departments, divisions, and sections, and with outside agencies.
- Determine most difficult collection problems and prepare requests for cut-off at pole, underground, or riser; and removal of water or electric meters; and compute charges for reinstatement.
- Determine and correct contractor errors regarding proper placement of meters causing wrongful termination and billing of customer accounts; and recalculate correct charges.
- Maintain detailed statistical records.
- Maintain meter number book for new service accounts.
- Investigate and bill for unauthorized service.
- Assist in the interview and selection of candidates.
- Supervise, train, and evaluate subordinates.
- Participate in diversion investigations, special investigations, and inspections.
- Remove meters; install remote reading devices, and devices to discourage energy and water theft; perform meter testing activities.
- Assist field personnel in relief or emergency situations.
This is an abbreviated version of the Utilities Customer Service Supervisor job description. To view in full, click here.
Equivalent to the completion of twelfth grade supplemented by courses in business practices, business administration, data entry, bookkeeping or a related field.
Experience when assigned to the Customer Service Division:
Four years of experience in customer service which includes at least one year of experience in working in a call center or credit and collections environment.
Necessary Special Requirement:
Possession of an appropriate valid Class "C" California Motor Vehicle Operator's License.
For the CURRENT VACANCY in Customer Service, experience in the following areas is highly desired:
- Monitor, plan, assign and manage workload while monitoring staff interactions with customers in person, in writing and by telephone.
- Ability to find and communicate accurate information concerning process, policies, and procedures to customers and staff; ability to respond to customers tactfully and courteously.
- Effective leadership skills with the ability to inspire and influence with a high level of energy, enthusiasm, with a positive attitude when responding to complaints to provide effective and appropriate solutions.
DOCUMENTS REQUIRED AT THE TIME OF APPLICATION:
1) Completed Employment Application
2) Completed Supplemental Questionnaire
The selection process will begin with an employment application package screening, with the best qualified candidates being invited to participate further in the assessment process. This process may include any combination of written, performance, and oral assessments to evaluate job-related education, experience, knowledge, skills, and abilities. Those who successfully complete the selection process will be placed on the eligibility list for this classification.
IMPORTANT INFORMATION ON SCHEDULING ASSESSMENTS:
If you are selected to move forward in the assessment process, you may be required to self-schedule your appointment. You will be notified via email of your status and provided with self-scheduling instructions. Please check your email regularly following the closing date of this recruitment.
Positions that require, or may require, a California Commercial Driver’s License are considered Safety Sensitive and are monitored by the U.S. Department of Transportation. Any candidate being considered for a Safety Sensitive position must submit authorization forms to the City immediately upon request to begin the pre-employment process.
It is the responsibility of candidates with a disability requiring accommodation in the assessment process to contact the Human Resources Department in writing to request such accommodation prior to the closing date of this recruitment.
Appointment may be subject to the successful completion of a pre-employment background investigation, drug screen, and/or medical/physical examination.
NOTE: The City reserves the right to modify selection devices and test instruments in accordance with accepted legal, ethical, and professional standards. Candidates may reapply when there is a posting to establish an eligibility list.
EDUCATIONAL REQUIREMENTS:
Proof of education listed in your application will be requested at the time of conditional offer. Acceptable documentation consists of transcripts or degree, if applicable, by the accredited U.S. college or university.
Education obtained outside the United States (US) require one of the following options:
- An equivalency statement from an evaluation company certified by the National Association of Credential Evaluation Services (NACES) at http://www.naces.org/members.html or the Association of International Credential Evaluators Inc. (AICE) at http://aice-eval.org/members/.
- An advanced-level degree from an accredited US college or university.
All applicants will be notified via e-mail or telephone of their application status and the assessment dates/times/locations after the closing date of this announcement.
THE PROVISIONS OF THIS JOB ANNOUNCEMENT DO NOT CONSTITUTE AN EXPRESSED OR IMPLIED CONTRACT.
