Customer Service Supervisor
3.
8 Bakersfield, CA Bakersfield, CA $67,007.
20 a year $67,007.
20 a year 10 hours ago 10 hours ago 10 hours ago Class Summary Under general supervision, assigns, and reviews the work of customer service personnel who provide information, research problems, perform payment and credit arrangement activities by telephone and in person; handle difficult, complex, or sensitive customer account problems and delinquency issues; coordinates other customer service daily activities and variety of tasks relative to assigned area of responsibility; and performs related work as required.
Representative Duties The following typical tasks and responsibilities are representative of the position's essential duties.
They are descriptive, not limiting.
Essential Duties:
Supervises customer service staff by assisting with training, planning, assigning, and reviewing work; Provides coaching and guidance for performance improvement and development; Responds to and makes final decisions regarding difficult customer complaints requiring a thorough knowledge of rules, rate schedules, and collection policies; Determines deposit amounts, in accepting partial payments, making arrangements for further payments, and in requiring or waiving service charges; Audits and corrects daily unmatched cash transactions; Verifies account code distribution; Assists in budget preparation for assigned area; Assists in the development and implementation of systems and procedures; Coordinates customer service activities with other City departments, divisions, and sections, and with outside agencies; Maintains detailed statistical records and related reports; Investigates and bill for unauthorized service.
Minimum Qualifications Knowledge of:
Principles and practices of effective leadership and employee supervision, including training and performance evaluation; Customer service practices and customer-oriented telephone etiquette; Office administrative procedures and methods; Principles and methods of business correspondence, recordkeeping, and filing; Principles and practices of sound business communications and correct English use, including spelling, grammar, and punctuation; Modern office equipment, software programs, and computerized record-keeping and filing methods; General business mathematics and calculations including modern fee collection techniques including utilization of computerized billing systems for billing, collection, reporting and delinquency follow-up; Basic research methods and techniques; Related computer applications.
Ability to:
Provide quality customer service to the public, and communicate effectively with diverse populations; Plan, direct and evaluate the work of staff; Listen, converse, and effectively respond to a variety of requests for information simultaneously; Recognize potentially sensitive and emotional scenarios with empathy and tact; Understand and carry out oral and written instructions to effectively present ideas clearly and concisely; Establish and maintain effective working relationships with employees, the public and external vendors; Effectively handle multiple priorities, organize workload, and meet deadlines; Apply pertinent procedures and functions quickly; Review data and summarize action items based on policy and established procedures; Collect, evaluate, and interpret varied information and data, either narrative or statistical form; Prepare clear, concise, and complete narrative and statistical reports and other written materials; Interpret municipal ordinances and regulations pertaining to utility services, such as refuse, sewer, and water; Operate a personal computer and applicable software; Exercise sound independent judgment within established guidelines.
Training and
Experience:
Graduation from high school or GED; AND Four (4) years of increasingly responsible administrative experience involving customer service, billing, and/or collection experience.
OR An equivalent combination of education, training, certification, and experience which provides the capabilities to perform the described duties.
Licenses or Certificates:
Possession of a valid Class C California driver's license.
Must successfully complete required pre-employment background investigation.
Physical Conditions or Special Working Conditions:
Standard office environment and working conditions.
Distinguishing Characteristics The Customer Services Supervisor is the first-line supervisory class.
Work involves frequent public contact and daily supervision of subordinate personnel ensuring that department policy and procedures are enforced.
This class differs from Supervisor I/II in that the incumbent of the latter has responsibility solely based on field operations.
Full Summary of Benefits by Bargaining Unit:
Blue & White Miscellaneous Unit Fire Safety Unit Police Safety Unit General Supervisory & Management Unit (coming soon) VACATION:
Accrual rate is determined by bargaining unit.
1-4 years of service:
10 days per year.
5-13 years of service:
15 days per year.
14
years of service:
20 days per year.
VACATION - FIRE SAFETY SHIFT PERSONNEL ONLY:
1-4 years of service:
4.
68 (24-hr.
duty shifts) 5-15 years of service:
7.
02 (24-hr.
duty shifts) 16
years of service:
9.
36 (24-hr.
duty shifts) HOLIDAYS:
13 paid holidays per year.
SICK LEAVE:
Earned at the rate of one working day per month of service to a maximum of 120 days; portions therafter may be convertible.
ADMINISTRATIVE LEAVE:
10 days per year for General Supervisory and Management employees.
INSURANCE:
The City and the employee share contributions for premiums for health insurance coverage.
The City provides life insurance benefits based on bargaining unit.
Visit the City's Employee Benefit website for detailed information (rates and plan information).
RETIREMENT:
Benefits are provided by the City's participation in the Public Employee's Retirement System (PERS).
2% @ 62 for new hire Miscellaneous and 2.
7% @ 57 for Safety (Fire & Police).
Visit the City's Retirement website for additional information.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
8 Bakersfield, CA Bakersfield, CA $67,007.
20 a year $67,007.
20 a year 10 hours ago 10 hours ago 10 hours ago Class Summary Under general supervision, assigns, and reviews the work of customer service personnel who provide information, research problems, perform payment and credit arrangement activities by telephone and in person; handle difficult, complex, or sensitive customer account problems and delinquency issues; coordinates other customer service daily activities and variety of tasks relative to assigned area of responsibility; and performs related work as required.
Representative Duties The following typical tasks and responsibilities are representative of the position's essential duties.
They are descriptive, not limiting.
Essential Duties:
Supervises customer service staff by assisting with training, planning, assigning, and reviewing work; Provides coaching and guidance for performance improvement and development; Responds to and makes final decisions regarding difficult customer complaints requiring a thorough knowledge of rules, rate schedules, and collection policies; Determines deposit amounts, in accepting partial payments, making arrangements for further payments, and in requiring or waiving service charges; Audits and corrects daily unmatched cash transactions; Verifies account code distribution; Assists in budget preparation for assigned area; Assists in the development and implementation of systems and procedures; Coordinates customer service activities with other City departments, divisions, and sections, and with outside agencies; Maintains detailed statistical records and related reports; Investigates and bill for unauthorized service.
Minimum Qualifications Knowledge of:
Principles and practices of effective leadership and employee supervision, including training and performance evaluation; Customer service practices and customer-oriented telephone etiquette; Office administrative procedures and methods; Principles and methods of business correspondence, recordkeeping, and filing; Principles and practices of sound business communications and correct English use, including spelling, grammar, and punctuation; Modern office equipment, software programs, and computerized record-keeping and filing methods; General business mathematics and calculations including modern fee collection techniques including utilization of computerized billing systems for billing, collection, reporting and delinquency follow-up; Basic research methods and techniques; Related computer applications.
Ability to:
Provide quality customer service to the public, and communicate effectively with diverse populations; Plan, direct and evaluate the work of staff; Listen, converse, and effectively respond to a variety of requests for information simultaneously; Recognize potentially sensitive and emotional scenarios with empathy and tact; Understand and carry out oral and written instructions to effectively present ideas clearly and concisely; Establish and maintain effective working relationships with employees, the public and external vendors; Effectively handle multiple priorities, organize workload, and meet deadlines; Apply pertinent procedures and functions quickly; Review data and summarize action items based on policy and established procedures; Collect, evaluate, and interpret varied information and data, either narrative or statistical form; Prepare clear, concise, and complete narrative and statistical reports and other written materials; Interpret municipal ordinances and regulations pertaining to utility services, such as refuse, sewer, and water; Operate a personal computer and applicable software; Exercise sound independent judgment within established guidelines.
Training and
Experience:
Graduation from high school or GED; AND Four (4) years of increasingly responsible administrative experience involving customer service, billing, and/or collection experience.
OR An equivalent combination of education, training, certification, and experience which provides the capabilities to perform the described duties.
Licenses or Certificates:
Possession of a valid Class C California driver's license.
Must successfully complete required pre-employment background investigation.
Physical Conditions or Special Working Conditions:
Standard office environment and working conditions.
Distinguishing Characteristics The Customer Services Supervisor is the first-line supervisory class.
Work involves frequent public contact and daily supervision of subordinate personnel ensuring that department policy and procedures are enforced.
This class differs from Supervisor I/II in that the incumbent of the latter has responsibility solely based on field operations.
Full Summary of Benefits by Bargaining Unit:
Blue & White Miscellaneous Unit Fire Safety Unit Police Safety Unit General Supervisory & Management Unit (coming soon) VACATION:
Accrual rate is determined by bargaining unit.
1-4 years of service:
10 days per year.
5-13 years of service:
15 days per year.
14
years of service:
20 days per year.
VACATION - FIRE SAFETY SHIFT PERSONNEL ONLY:
1-4 years of service:
4.
68 (24-hr.
duty shifts) 5-15 years of service:
7.
02 (24-hr.
duty shifts) 16
years of service:
9.
36 (24-hr.
duty shifts) HOLIDAYS:
13 paid holidays per year.
SICK LEAVE:
Earned at the rate of one working day per month of service to a maximum of 120 days; portions therafter may be convertible.
ADMINISTRATIVE LEAVE:
10 days per year for General Supervisory and Management employees.
INSURANCE:
The City and the employee share contributions for premiums for health insurance coverage.
The City provides life insurance benefits based on bargaining unit.
Visit the City's Employee Benefit website for detailed information (rates and plan information).
RETIREMENT:
Benefits are provided by the City's participation in the Public Employee's Retirement System (PERS).
2% @ 62 for new hire Miscellaneous and 2.
7% @ 57 for Safety (Fire & Police).
Visit the City's Retirement website for additional information.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
