Customer Service Supervisor jobs in Pomona, CA

Employment Standards: 

Knowledge of principles of customer service and customer retention; supervisory techniques and principles; research and analysis methodology; laws and regulations of credit and collections; methods of receiving and accounting for payments; the mechanics and basic principles of utility services, meters and collection work; arithmetic; cash handling procedures; database programs; proper English usage, spelling, grammar, and punctuation in order to effectively perform the essential functions of this classification (this is not a language restriction as defined in California Government Code Section 12951).

Skill in identifying and raising critical customer service need to managers; fostering effective decision making by coaching teams in customer priorities and business context; facilitating effective meetings; and having difficult conversations with customers and team members; utilizing computers and related software.

Ability to inspire a customer centric team culture that values diversity and encourages growth; plan and direct the work of others; organize and maintain record keeping systems, including financial and statistical records; handle money with accuracy; positively interact with the public to resolve their complaints and give clear and appropriate explanations; tactfully and effectively handle highly emotional and volatile customer relations situations; understand and explain a wide variety of regulations, laws, technical procedures, and policies; maintain confidentiality; use independent judgment and initiative; make difficult computations involving utility rates, and similar items, accurately and rapidly; prepare written reports and present orally; communicate effectively both orally and in writing; establish and maintain effective working relationships.

Education/Training: An Associate of Arts Degree in business or public administration, accounting or a related field and four years recent experience in customer service, utility business or administrative work, including the responsibility of handling and accounting for considerable sums of money in cashiering or financial clerical work, including one year in a leadworker capacity. NOTE: Additional qualifying experience may be substituted for the required education on a year-for-year basis.

License & Certificates: Type accurately from clear copy at a speed of 45 net words per minute.