What are the responsibilities and job description for the Customer Care Supervisor position at HRSD?
Work Schedule and Other Information
Flexible 40 hour work week typically between 7:30 AM and 5:00 PM, Monday through Friday, 8 hour days; overtime and/or unusual hours as required based on business needs and as circumstances dictate. This position requires both in-person office environment work, especially during initial training, but also allows Flexible Work From Home (WFH) arrangements as appropriate. HRSD business needs are subject to change and will dictate the work location and hours. Must be able to work in all weather conditions - hot, cold, wet, and stormy.The Debt Solutions Supervisor is responsible for oversight of a team of field service representatives and field support staff to foster a culture of employee engagement. Responsibilities include but not limited to: communicating clear expectations, monitoring performance using performance management techniques, observing and coaching employees in the field about safe work practices and compliance to standards, ensuring training development and taking disciplinary action as needed. The Debt Solutions Supervisor is also responsible for ensuring proper functionality of the field service management system (OFSC).
Brief Description
Under broad guidance of the assigned Customer Care Manager, the Customer Care Supervisor is responsible for:
a.Recruiting, training, and retention of qualified team members
b.Setting the performance objectives and measures for assigned self-directed work centers - which may include Billing, Payments/Mail Center, Call Center, or Debt Solutions
c.Maximizing the utilization of work center team members and existing / emerging technologies
d.Participating in the preparation of the Customer Care Center Division budget and ensuring the propriety of Customer Care Division expenditures
e.Maintaining strong working relationships with locality partners to facilitate the data exchange necessary to bill HRSD wastewater treatment charges
f.Supporting and communicating the Promise and Vision of HRSD
Detailed Description
Click to view HRSD's Universal Competencies.
Job Requirements
Experience
1.Required
a)Minimum 4 years increasingly responsible experience in customer account management, customer service management, related internal controls and office operations
b)Minimum 4 years experience in mission critical time sensitive work, including statistical analysis
c)Minimum 2 years supervisory experience
d)Demonstrated experience in conflict resolution, leadership skills, decision-making, quality assurance, team performance and relationship management
e)Demonstrated proficiency at an intermediate level in Microsoft Office
Software, including MS Outlook, MS Excel, and PowerPoint
2.Desired
a)Accounting experience in customer accounts receivable.
b)One year experience in automated accounting and production billing systems
c)One year experience in supervising multiple concurrent projects
d)Demonstrated experience evaluating cross-functional impacts of new technology
c.Training Levels
Personnel are fully qualified at a Grade 7 with an Associate Degree in Business Administration and an Accounting concentration (or equivalent)
a) Grade 7a - Completion of 3/4 of the Associate Degree & 3 years appropriate experience
b) Grade 7b - Completion of 1/2 of the Associate Degree & 2 years appropriate experience
c) Grade 7c - Completion of 1/4 of the Associate Degree & 1 year of appropriate experience
d.Job-specific Technical Competences
1.Required
a)Knowledge of standard office procedures, practices, equipment, the Enabling Act, Fair Credit and Collections Law, banking regulations, Generally Accepted Accounting Principles (GAAP), HRSD Rate Schedule, Procurement and Human Resources Policies/Procedures, Fair Credit and Collections Law, banking regulations, National Automated Clearing House Association (NACHA) guidelines
b)Ability to develop highly effective working relationships with all HRSD Directors, Chiefs, Managers, and employees
c)Establish and maintain effective business relationships with customers,employees of HRSD, and locality partners
d)Seek improvements and commitment of team members through quality management processes, collaboration, and teambuilding.
e)Plan, organize, motivate, and direct the work of team members
f)Communicate effectively verbally and in writing
g)Problem-solve and work with the public in a courteous, diplomatic, and tactful manner
e.Job-specific Behavioral Competencies
1.Required
a)Define and communicate clear performance goals and expections
b)Promote individual and team development mentoring employees for growth
c)Support diverse, equitable and inclusive relationships, working environment and team dynamic
d)Display positive attitude and enthusiastic nature in support of organizational initiatives
e)Demonstrate professional and articulate demeanor with customers (internal and external)
f.Special Licenses
Required
Valid driver’s license from state of residence
g.HRSD Universal Competencies (please see prior page)
Additional Details
HRSD is committed to being an equal opportunity employer. HRSD does not discriminate against individuals in employment on the basis of race, sex, including sexual orientation, pregnancy, religion, color, national origin, age, disability, military or veteran status, genetic information, engaging in protected activity or any additional protected characteristics recognized by federal, state and local law.
HRSD is a Drug Free Workplace.
Salary : $49,729 - $0
CUSTOMER CARE SPECIALIST
HAYNES FURNITURE COMPANY INCORPORATED -
Virginia, VA