Utilities Customer Service Supervisior

Under direction, supervise, plans, leads, and coordinates programs and activities for the Customer Service Division, including utility billing of water, wastewater, solid waste and street fees. Monitors, evaluates, coaches, and trains customer service representatives as needed. Coordinates assigned activities with other departments, divisions, and external agencies. Develops and implements procedures to improve and streamline processes. Researches, reviews and resolves customer concerns and escalated issues. Develops and creates standard and ad hoc reports in the Customer Information System Database (CIS).

Examples of duties may include, but are not limited to, the following:Â

• Supervises and coordinates the daily operations of the Customer Service Division;
• Oversees utility billing process to ensure timely and accurate billing for all customers;
• Oversees collection adn processing of payments at the Customer Service Counter;
• Maintains daily schedules to ensure adequate counter and phone coverage;
• Handles complex or escalated customer concerns at the counter and on the phone to an appropriate conclusion;
• Monitors and evaluates processes and procedures for improvement and streamlining opportunities,
• Develops, implements, and revises policy, procedures, standards, forms, systems, goals, and objectives of the assigned sections;
• Provides support to upper level staff;
• Investigates and prepares reports in response to specific requests and complaints;
• Manages all activities related to the Customer Information System Database (CIS), including but not limited to: data import, data extraction, and standard and specialized (ad hoc) reporting;
• Functions as the City's representative with the CIS vendor, Route Management vendor, Roll-off vendor and the City's IT Department;
• Oversee and implements program improvements, modifications or corrections as needed;
• Continuously monitors and tracks billing issues and system functionality with software vendors;
• Coordinates, test and implements system's maintenance releases (fixes) to the live system;
• Serves as Webconnect administrator;
• Assumes responsibility for implementation and testing of bill inserts and statement messages;
• Works with vendors on specifications and committee approval;
• Monitors and resolves Western Union/Speedpay system issues as needed;
• Process refuse accounts for lien/tax roll collection;
• Updates annual non-bill report;
• Performs annual employee performance evaluations and participates in disciplinary process;
• Assumes responsibility for implementation and testing of water, wastewater, and solid waste rate increases in train and live systems;
• Â Creates/updates informational forms for external and internal use;
• Assumes responsibility for maintaining B-Contract accounts including transfers, cancellations and annual review and adjustments;
• Reviews and process credit adjustments and credit refunds;
• Oversees the creation, updating and closing of all work orders for water, wastewater and solid waste;
• Responds to written correspondence in a professional, courteous and concise manner;
• Process daily system reports and trial balances and create weekly ACH files;
• Reviews and maintain divisional statistics;
• Reviews and calculates winter sewer months billings;
• Produces and provides annual reports on various accounts; and
• Performs related duties and responsibilities as assigned.
  
  

Experience

• Five years of increasingly responsible utility customer service operations experience, including three years at a supervisory level.
  
  

Education

• Equivalent to a high school diploma.
• Associates' Degree with major coursework in business administration is highly desiredÂ
  
  

Licenses and Certificates

• Possession of, or the ability to obtain, a valid California Driver's License at the time of appointment.
  
  

Special Requirements

Essential functions and duties require the following physical abilities and work environment

• Ability to work in a standard office environment; ability to travel to different sites and locations;
• Regularly required to talk or hear. Â Required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl.Â
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.Â
  
  

IMPORTANT APPLICATION INFORMATION AND INSTRUCTIONS

Candidates must clearly demonstrate through their application material that they meet the minimum qualifications of the position. All properly completed applications will be reviewed, and the most appropriately qualified individuals will be invited to continue in the selection process. Examinations for the positions may consist of any combination of written, performance, and oral exams to evaluate the applicant's skills, training, and experience for the position.

The employment application must be completed and submitted online. Â Applicants must list current and past work experience. Â Do not indicate "See Resume".

Proof of education such as but not limited to, university/college transcripts and degrees must be submitted online with your application.  Applicants are responsible for attaching proof of education, certification, and/or license to each position for which they apply. Â

Please note, the City of Redlands' preferred method of communication with applicants is via e-mail. As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently, including your spam and junk folders.

The successful candidate will be required to undergo a reference/background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which may include a drug/alcohol screening depending upon job classification). Â The City of Redlands utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.

For questions regarding this recruitment, please contact Julie Maher at [email protected]Â or Sophia Diaz at [email protected]Â