CUSTOMER CARE SUPERVISOR - CUSTOMER CARE

JOB SUMMARY

This position supervises and participates in Customer Care Division activities and operations; ensures the provision of professional and courteous customer service at all times; and performs other supervisory, technical and clerical work as required. The incumbent works within a general outline of work to be performed, and develops work methods and sequences under general supervision.

ESSENTIAL JOB FUNCTIONS:

• Supervises overall functions of the Customer Care Division and designs strategies to ensure day to day services have been controlled and that all the customers’ needs have been addressed;
• Supervises subordinate administrative and clerical staff. Supervisory duties include instructing; assigning, reviewing and planning work of others; maintaining standards; coordinating activities; assisting with the selection of new employees; acting on employee problems; recommending employee discipline;
• Reviews the work of subordinates for completeness and accuracy; evaluates and makes recommendations as appropriate; develops in-house training for employees regarding service procedures, policies and procedures;
• Supervises and participates in the provision of efficient, professional and courteous customer service; assists staff with and resolves difficult customer service problems as needed;
• Establishes and closes out customer accounts;
• Investigates and corrects errors in billings, account and service records; proposes account adjustments as needed;
• Sets up payment plans for customers with high utility bills;
• Makes recommendations and designs policies and rules that will reduce the costs and improve the efficiency of service;
• Prepares, types and maintains correspondence files regarding customer accounts; ensures the accuracy of all customer account master file information;
• Conducts credit checks; researches billing and usage histories;
• Records pertinent information on service orders and dispatches to appropriate department or personnel;
• Follows up with customers to ensure their service requests have been appropriately responded to;
• Enters data into computer; writes and coordinates execution of utility service orders; ensures effective and efficient handling of related paper flow among various City departments;
• Assists cashiers in collecting and balancing payments as needed;
• Coordinates activities and projects with other departments, divisions and agencies as appropriate;
• Performs general administrative / clerical work as required, including but not limited to preparing records and correspondence, entering and retrieving computer data, copying and filing documents, processing daily mail, sending and receiving faxes, ordering office supplies, answering the telephone, etc.;
• Receives and responds to inquiries, concerns, complaints and requests for assistance regarding areas of responsibility;
• Attends meetings, workshops, conferences, etc., as appropriate to enhance job knowledge and skills; and
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Associate’s degree in business or closely related field;
• Five (5) years of experience in field work, supervising others and heavy customer contact;
• Valid South Carolina Class “D” Driver’s License.

Knowledge, Skills and Abilities:

• Knowledge of addition and subtraction, multiplication and division, and/or calculating ratios, rates and percentages;
• Ability to plan or direct others in the sequence of major activities and reporting on operations and activities which are very broad in scope;
• Ability to supervise or lead others by determining work procedures, assigning duties, maintaining harmonious relations and promoting efficiency;
• Ability to handle or use machines, tools or equipment requiring brief instruction or experience, such as computers for data entry, fax machines, copiers, telephones or similar equipment; may service office machines, including adding paper and changing toner;
• Ability to perform supervisory work involving policy and guidelines, solving both people- and work-related problems;
• Ability to read technical instructions, procedures, manuals and charts to solve practical problems; composing routine reports and specialized reports, forms and business letters with proper format; speaking compound sentences using normal grammar and word form;
• Ability to perform specialized technical or entry-level professional work requiring general understanding of operating policies and procedures and their application to problems not previously encountered; application of specialized technical or professional principles and practices or the use of a wide range of administrative methods in the solution of problems; requires normal attention with short periods of concentration for accurate results and occasional exposure to unusual pressure; and
• Ability to take actions of others, requiring almost constant decisions affecting co-workers, customers or others in the general public; works in a moderately fluid environment with guidelines and rules, but frequent variations from the routine.