Customer Service Supervisor

Supervises the day-to-day billing, operational and administrative work of subordinate staff involved in assisting the public with a variety of information relating to electric, water and sewer service, meter services, meter reading, billing and collection. Responds to requests for information and resolves more complex problems referred by subordinate staff. Performs related duties as assigned.

Minimum Qualifications: Requires High School diploma or GED; College degree preferred; and five years of experience performing customer service related duties which includes at least three years serving as a supervisor over less experienced staff; or any combination of education, training and experience which provides the required knowledge, skills and abilities to perform the essential functions of the job. Excellent verbal and written communication skills in order to express thoughts clearly; active listening skills to help facilitate excellent customer service to internal and external customers in an effective and professional manner for problem resolution. Strong customer service orientation and demeanor, organization, and time management skills. Ability to operate in a fast-paced environment with frequent interruptions, to deal effectively with changes, variables and gray areas. Experience with billing practices for utilities, accounts receivable and collections. Requires a valid Missouri Driver’s License. Must complete required NIMS level training within first six months of hire date.

Knowledge of: Departmental standard operating procedure; City government organization, operations and services; computer software applications related to the work; basic budgetary principles and practices; basic mathematical computations, such as adding, subtracting, multiplying and dividing; and applicable state, federal and local laws, rules and regulations. Skills: Communicating clearly and effectively, both orally and in writing; organizing work, setting priorities, meeting critical deadlines, and following up assignments with a minimum of direction; and apply logical thinking to solve problems.

Ability to: Establish and maintain effective working relationships with the staff; read, and interpret documents such as safety rules, operation, maintenance and procedure manuals and instructions; and speak effectively before groups of employees.

Physical Abilities: Regularly required to use hands to finger, handle, or feel objects, to reach with hands and arms, talk or hear, and lift and/or move up to 10 pounds. Occasionally required to lift and/or move up to 25 pounds.

Working Conditions: Work is performed in a normal, moderately quiet, office environment with little exposure to outdoor temperatures or dirt and dust. Stressful environment with frequent conflict resolution necessary.

Drug Testing

Background Check

In addition to the application, testing and/or examinations may be required for further consideration.

EQUAL OPPORTUNITY EMPLOYER – BILINGUAL SKILLS PREFERRED