Customer Service Supervisor

About the role

Department: Customer Service Call Center. Under general supervision, supervises activities such as customer service, customer billing, call center operations, credit and collection, customer assistance, division accounting, meter reading, cashiering, data entry, division accounting, marketing, and sales. Provides resource management and supervision through performance planning, appraisals, training, interviewing, hiring, directing, counseling, and corrective action. Manages regulatory, legal, and customer interface for purposes of complaint resolution.

Responsibilities

• Implements and ensures appropriate customer service standards are maintained through well-informed and adequately trained personnel
• Interprets company policies and procedures and ensures compliance
• Assists with marketing programs and coordinates daily activities that impact area marketing plans
• Develops, communicates, and implements goals and objectives to meet the overall strategic marketing goals of the department
• Directs and schedules subordinate work groups to achieve departmental goals and objectives
• Ensures loss control guidelines are followed
• Manages utilization of available resources to ensure budgetary targets are met while providing quality customer service
• Participates on task forces and committees to develop, interpret, or revise company policies, rate tariffs, programs, or guidelines
• Participates in community organizations and activities to represent and support company programs
• Coordinates day to day maintenance of office building

Requirements

Minimum education and/or experience: Bachelor’s degree from a four-year college or university preferably in business administration, accounting, management, or finance, with one to three years of related experience, or equivalent combination of education and/or experience related to the discipline.

Must possess a current, legally valid driver’s license and meet the company’s driving record requirements.

Given the financial nature of the position, a credit background check may be required depending on location; if applicable, the candidate must successfully pass the check prior to hire, promotion, or transfer.

Skills

• Thorough knowledge of customer service functions, including service transactions, call center operations, cash handling and audit requirements, emergency calls, meter handling, billing, collections, and customer interactions
• Working knowledge of all business office practices, company policies, rules, and regulations and their relationship to governmental and regulatory authorities
• Creativity, flexibility, and judgment to resolve recurring and/or unique customer problems
• Ability to assist management in controlling and budgeting costs
• Advanced interpersonal skills
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively communicate and present information and respond to questions from various groups
• Ability to support management by communicating the department vision and goals and helping employees understand their roles in the process
• Ability to calculate figures and amounts such as discounts, interest ratios, and percentages
• Working knowledge of word processing, spreadsheet, and presentation software
• Working knowledge of customer service, budget billing, field, invoice, and personnel systems
• Experience with a Definity G3R switch, CMPS software, and scheduling software
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Ability to deal with problems involving several concrete variables in standardized situations
• Ability to successfully counsel and mentor employees in a variety of situations regarding performance and conduct issues
• Ability to make decisions that may have significant financial impact on the department
• Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time
• Good vision and ability to adjust focus is required
• Manual dexterity is required