The Customer Service Supervisor position provides supervision for frontline employees and is responsible for the daily operations of the Utility Billing and Customer Service team including billing, payment collection, cash balancing, database and system administration, as well as providing customer service via phone, email, and in person. Working under the general supervision of the Customer Service and Utility Billing Manager, this position requires a comprehensive understanding and wide application of principles, theories, and concepts in supervising a customer service operation area. 

Employee must be knowledgeable of City operations and financial transactions, and exercise independent reasoning, considerable initiative, and sound judgement in the planning, scheduling, and carrying out of assignments. 

• Provides day to day supervision of Customer Service Representative I & II positions including the scheduling, training, division of duties, adherence to policies and procedures to ensure continuity of service
• Supervise the utility billing process, including but not limited to, generating bills and checks, editing and verifying the billing register
• Supervises the timely billing functions which include readings, work-orders and billing of 36,000 accounts
• Supervises daily billing of cycle/routes with final review of billing journal to ensure accurate and timely billing of customers
• Analyzes large accounts; reviews and submits refund report for management approval
• Analyzes utility accounts for lien/cut-off recommendations and provides supporting documentation. 
• Reviews, or assigns for review, permits that require water approval, follows through to ensure that accounts are updated and permits are completed in a timely an efficient manner.
• Reviews incoming citizen requests and ensures resolution through response and documentation.
• Analyzes phone data and call performance and forecasts appropriate staff schedule to ensure customer call center is adequately staffed for peak call times.
• Reviews and resolves escalated customer service issues in which the Customer Service Representative (CSR) I & II have difficulty handling independently
• Trains new employees and supports training efforts for all staff in support of division best practices and evolving workflows or procedures. Ensures staff has completed required training while also maintaining adequate staffing where needed.
• Reviews and modifies procedures to ensure compliances with local, state, and federal ordinances and law
• Ensures billing and collection files are moved between the City and responsible parties
• Assists in reviewing performance statistics and assessing and creating goals in support of timely completion of the billing process, including review of contractual partners’ compliance with contracts which includes but is not limited to printing and mailing, collections, or software vendors
• Answers telephone calls, process citizen requests, complaints, or service requests
• Handles a variety of administrative tasks including summarizing call center reports, conducting research, and prepares reports for management
• Coordinates the public information function, including tracking of follow-ups and resolution
• Coordinates and provides support to the management staff and serves as direct support to the Customer Service and Utility Billing Manager
• Provides back-up for Utility Billing & Customer Service Manager issues when manager is engaged outside of the office or an assignment
• Does related work as required 

Knowledge of:

• Daily operations, policies, and procedures related to financial and utility services, customer service, and billing processes, including utility billing systems
• General office practices and procedures
• Supervisory principles and practices, and the ability to coordinate technical and clerical staff activities effectively, including ability to motivate staff and adequately train and schedule to ensure continuity of service
• Any and all local, state, and federal ordinances and law related to public utility services rate setting, billing, and communication compliance

Skilled in:

• Use of a variety of Microsoft Office Suite products to include Word, Excel, and Outlook, at a moderate level.
• Judgement and reasoning – evaluates information, resources, and constraints to determine the best course of action and solve problems
• Time management – organizes and allocates time to plan, execute, and follow-up on and complete tasks. Assesses team members based on their strengths and capacities and assigns tasks accordingly. 
• Service orientation – provides support and assistance as needed, ensuring inquiries, concerns, and administrative needs are addressed efficiently and effectively, fostering a positive and supportive work environment.
• Written and verbal communication, including to convey detailed or important spoken instructions to personnel accurately and concisely

Ability to:

• Multitask and prioritize tasks effectively to complete tasks and support operations
• Plan and direct staff activities
• Prepare and maintain accurate records
• Adapt to new software and develop proficiency with division tools, processes, and operations
• Apply effective methods and techniques for excellent customer service
• Analyze, interpret, apply, and enforce applicable Federal, State, and local policies, procedures, laws and regulations, including City and Finance Department policies and procedures
• Work independently on assignments with limited supervision, exercising personal initiative and making informed decisions based on established policies and procedures
• Establish and maintain effective and cooperative working relationships with those contacted in the course of work, including dealing tactfully with the public in the resolution of difficult and contentious matters as well as other City department staff, third party vendors, and division staff
• Work with confidential information demonstrating discretion as needed
• Research and analyze statistics, data, and documents, with attention to detail
• Regularly attend work and arrive punctually for designated work schedule

• Associate degree in business administration, public administration, finance, or related field
• Six (6) years of progressive responsibility in an administrative/customer service-related role, including 
• One (1) year as a supervisor and/or team lead.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in business administration, public administration, finance, or related field
• Two (2) or more years of experience in business administration, customer service, and leadership roles

Additional experience is accepted as a minimum requirement in lieu of the postsecondary degree on the following basis: additional four (4) years in lieu of the bachelor’s degree, and additional two (2) years in lieu of an associate degree.

POST OFFER PRE-EMPLOYMENT SCREENING REQUIREMENTS:

Final offer and employment are contingent upon successful completion of the following post-offer, pre-employment screening items:

• Criminal Background Check
• Employment Verification

The City of Boca Raton is an Equal Opportunity, Inclusive, Veteran's Preference Employer and Drug Free Workplace. It is the policy of the City of Boca Raton to prohibit discrimination on the basis of race, color, religion, gender, gender identity or expression, marital status, age, national origin, disability, pregnancy, familial status, sexual orientation, genetic information, or any other status or condition protected by applicable federal, state or local laws.