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HomeMy WebLinkAboutFinance - Utility Customer Service Supervisor Utility Customer Service Supervisor Page 1 Council Approved: 07-16-2018 Revised 10-2021, 7-2023 City of Waukee JOB DESCRIPTION Job Title: Utility Customer Service Supervisor Reports to: Finance Director Dept/Div: Finance/Utility Billing Division Direct Reports: Utility Account Specialists Pay Grade: N29 FLSA Status: Non-Exempt JOB PURPOSE: The Utility Customer Service Supervisor leads the Division in providing exceptional customer service while maintaining the integrity of all municipal gas and water/wastewater billing, documentation and reports assuring that all transactions are recorded, accounted for and acted upon in a complete and timely manner. ESSENTIAL FUNCTIONS: (Order of Essential Functions does not indicate importance of functions.) 1. Leads staff through hiring, promotion, orientation, training, assigning and directing, performance management (reward, discipline, suspension and discharge) according to standard operating procedures and City policy and departmental rules and regulations. 2. Plans, organizes and schedules the daily customer service operations within the Utility Billing Division monitoring completion of job assignments to ensure compliance and accuracy within standards. 3. Reviews and updates existing utility billing and customer service procedures, policies, and practices as necessary. 4. Researches account histories as required for billing errors and responds to elevated customer complaints. 5. Oversees the collection of accounts receivable, long term payment arrangements, meter install/swaps, customer refunds, budget bill account reviews and approves disconnection of any utility services for nonpayment or failure to provide access to meters. 6. Files liens on properties with unpaid balances as necessary. Maintains routine collection efforts on all final utility accounts. 7. Sets up accounts for new properties once new plats are approved and ensures correct utility rates and taxes are assigned to applicable utility customers. 8. Assists with preparation of utility financial statements, customer contract/payment reconciliation, monthly sales reports and annual audit reports. 9. Acts as division liaison to Water, Sewer, Gas and Storm Water Divisions. 10. When necessary, performs all duties of direct reports which will include demonstrated proficiency in all aspects of utility billing functions and customer service. 11. Performs other duties or assumes other responsibilities as apparent or assigned. SUCCESS FACTORS: 1. Establish clear, open-minded, trustworthy, bias-free and customer-focused communication to ensure a welcoming and inclusive environment. Interacts effectively, professionally, and tactfully with the general public. 2. Safeguard confidential information and use it or disclose it only as expressly authorized or specifically required in the course of performing specific job duties. 3. Continually seek and accept opportunities for personal and professional growth. 4. Take action in solving problems while exhibiting judgment and a systematic approach to decision making; identify the important dimensions of a problem, determine potential causes, obtain relevant information and specify alternate solutions that result in effectiveness. 5. Create positive energy in both individuals and groups to build high morale and group commitments to goals and objectives. 6. Demonstrate sound time-management skills by effectively or efficiently organizing, prioritizing, and completing multiple assignments in a timely manner. 7. Contribute to overall City effectiveness by providing critical staff support to task forces and by participating, as necessary, in assisting all other teams. Utility Customer Service Supervisor Page 2 Council Approved: 07-16-2018 Revised 10-2021, 7-2023 8. Interact effectively, professionally, and tactfully with the general public. 9. Establish and maintain effective working relationships with all divisions and departments of the City and outside organizations. 10. Attentive to the City’s standards for customer service, accuracy, quality, efficiency and all City policies and procedures ensuring that all work performed and all staff members meet those standards while exhibiting consistent treatment of all staff. QUALIFICATIONS: 1. Associate’s degree in accounting, business or related field, plus (2) years related work experience. Equivalent work experience may be substituted in lieu of Associate’s degree. Public sector experience preferred. 2. Two years supervisory/leadership experience in a customer service field. 3. Confident in the use of computers and tablets and able to be trained in finance software required to complete the functions of the position. 4. Ability to compile information and to prepare reports. PHYSICAL REQUIREMENTS: 1. Able to lift, carry, push and pull up to 10 pounds occasionally. 2. Able to function productively in a standard office environment accessing cabinets, shelving, work areas and office equipment. 3. Able to sit for long periods of time and to maintain focus on project such as computer screen. 4. Able to effectively communicate orally (in person and over the telephone) and in writing (using electronic devices and handwritten) in English with other employees and the community. WORKING CONDITIONS: 1. Climate controlled office with hazards typical to that environment. 2. Will be located in a multi-person office space with challenges and distractions typical to that environment. 3. Typical work hours will be 8:00 AM – 5:00 PM Monday through Friday with occasional evening hours. 4. To successfully fulfill the essential functions of this position, employee must maintain standard work hours within Waukee City Hall. 5. There is no residency requirement for this position. I have read and understand the information contained in the Job Description. I understand that this Job Description is not intended and should not be construed as an exhaustive list of all the responsibilities, skills, efforts, or working conditions associated with this job. Also, while this list is intended to be an accurate reflection of the current job, the Employer reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed as directed by the Employer. I understand that I may be required to work overtime, different shifts or hours, outside the normally defined workday or work week. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate any employment at any time and for any reason and the Employer has a similar right. Signature Date The City of Waukee is an Equal Opportunity Employer. In compliance with Americans with Disabilities Act Amendments Act, the City will provide reasonable accommodations to qualified individuals with disabilities, and encourages prospective employees and job incumbents to discuss potential accommodations with the Employer.