Job Description

Overall Job Objective

Job Title:Customer Service Supervisor - Utilities
Salary:$56,418.23 - $80,585.41 Annually
Job Type:Full-time
Location:22358 S. Ellsworth Road, Queen Creek, AZ 85142, Arizona
This recruitment will remain open continuously with the first review of applications on 12/27/18 and every Thursday thereafter.  This recruitment may close at any time after 12/27/18 without notice.

Incumbent plans, coordinates and supervises a work unit of employees who provide general account information, maintain water accounts, research customer's billings, collect payments, investigate service complaints, and manage delinquent accounts all while maintaining a focus on productivity and innovation, ensuring accuracy and timely billing and collection of customer service charges, and ensuring staff is efficient and effective in providing excellent customer service.   Responsibilities include planning and overseeing customer services operations and all related utility billing activities; preparing and analyzing reports; providing input related to customer service functions for special projects; making budget recommendations, and setting goals and ensuring all goals and objectives are met.  Performs advanced office duties; organizes and maintains records. Incumbent supervises customer service support staff including assigning and monitoring work, conducting performance evaluations, coordinating and providing training; implementing hiring, discipline and termination procedures.

 Examples of Duties:
TYPICAL CLASS ESSENTIAL DUTIES: (These duties are a representative sample; position assignments may vary.)

1.Supervises staff to include: prioritizing, assigning and monitoring work; coaching and conducting performance evaluations and following staff discipline and termination procedures; ensuring staff are trained; monitoring to ensure that staff follow policies and procedures; assisting in staff hiring;
2. Provides coordination and oversight of resources including scheduling and supervision of work flow to ensure quality operations and adequate coverage. Develops, implements and updates procedures and practices to effectively manage customer service delivery;
3. Continuously looks to improve operations by decreasing turnaround times, streamlining work processes, researching, evaluating, planning and implementing employee training, new policies and procedures, workflow and process analysis, and enhanced technology;  

4. Analyzes and prepares accurate statistics regarding operational efficiency and effectiveness; makes recommendations for service improvement and enhancement; develops and implements quality control procedures to evaluate customer service processes and employees' work;

5. Provides pro-active performance planning; implement and achieve measurable performance goals and objectives; outlines professional development and success plans for staff maintains job competencies throughout the team; and maintains effective and consistent one-on-one dialogue with all employees on a regular basis;
6. Gathers pertinent facts and statistics, make thorough analysis, arrive at sound conclusions, and report research findings and recommendations in a clear, complete, and logical form;
7. Participate in the analysis of utility billing related business processes and software systems and recommend changes; assist in the testing and implementation of new or upgrade of existing software systems and provides applicable training to staff;
8. Manages daily cash balancing activities, assists in locating discrepancies; prepares reports; trains staff; manages petty cash and change fund;
9. Handles the investigation and resolution of elevated customer concerns and complaints in a timely manner; assists customer service staff to resolve issues before they need to be elevated;
10. Serves as liaison with department staff and representatives of other divisions and/or departments on administrative and operational matters; resolves operational problems related to customer service support function;
11. Makes budget recommendations concerning customer service staff and resources needed;
12. Performs other duties of a similar nature or level.


 Typical Qualifications:

Training and Experience (positions in this class typically require):

Associates degree or technical certificate in related field and four years relevant experience related to the area assigned and one year of lead/supervisory experience related to the area assigned; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
 Supplemental Information:

Knowledge (position requirements at entry):
Knowledge of:
  • Supervisory principles; practices, and techniques;
  • Utility customer service best practices, policy and procedures, and problem resolution methods;
  • Monitoring the work of customer service staff, analyzing billing data and writing reports for management;
  • Utility billing/customer information systems (CIS) and balancing to include peripheral systems (IVR system, online gateways, payment interfaces, meter reading software/systems, etc.);
  • Writing and implementing customer service procedures and policies;
  • Measurable performance goal setting and meeting objectives;
  • Account reconciliation and cash balancing practices and procedures;
  • Customer problem/complaint resolution principles and practices;
  • Research techniques and customer service statistics;
  • Principles, practices, and procedures used to develop training presentations and to train staff;
  • Basic mathematical concepts; basic accounting and budgeting principles;
  • Data tracking and measuring principles and practices;
  • English language, grammar, and punctuation;
  • Modern office procedures;
  • Data gathering and research methods;

Skills (position requirements at entry):
Skill in:
  • Supervising, performance monitoring, and evaluating staff;
  • Providing motivation, coaching and mentoring;
  • Communicating and carrying out the goals and objectives of the division;
  • Prioritizing and assigning work, and performing a wide variety of duties simultaneously with a requirement for accuracy and speed under the pressure of time-sensitive deadlines;
  • Providing customer service, investigating and resolving concerns and complaints;
  • Developing measurable goals and objectives and training staff;
  • Writing and implementing customer service operating procedures and policies, statistics, and training literature and programs;
  • Analyzing data, system testing and implementing quality controls;
  • Managing and balancing a cash operation and payment processing, account balancing and reconciliation;
  • Problem detection and resolution techniques;
  • Using a computer and related software applications;
  • Applying local, state and federal laws, rules and regulations;
  • Developing and implementing office operating procedures and policies;
  • Performing mathematical calculations;
  • Communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.


Application Instructions

A Town of Queen Creek electronic employment application is required for employment consideration. Obtain this by clicking on the link below or go to

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