Customer Service Supervisor

Hiring Range: $62,282 - $77,853

Starting salary will be determined based upon experience and qualifications.

Town of Cornelius offers an impressive benefits package including:

• 13 paid holidays per year
• Employer paid health, dental, & vision with discounts for dependents
• Paid Parental Leave
• Impressive residency incentive for Cornelius citizens who work for the town
• Enrollment in the NC Local Government Retirement System
• Vacation accrual based upon total service time in the NC Retirement system
• 5% contribution to 401K
• 5% salary increase after 1st year
• $1500 sign on bonus

Job Summary

Performs difficult work overseeing customer accounts, service, billing, collection, and the preparation and/or maintenance of related records; does related work as required. Work is performed under the limited supervision of the Director of Finance. Supervision is exercised over subordinate personnel.

Essential Duties

(Any one position may not include all of the tasks listed, nor do the examples necessarily include all of the tasks performed.)

• Supervising customer service and reception area operations and staff; overseeing that quality customer service is provided;
• Supervises and assists Customer Service Representatives in their daily duties of setting up customer accounts and disconnections, making payment arrangements, investigating customer complaints, processing adjustments, preparing and entering service orders required in the maintenance of accounts to bill Town utilities, and compiling disconnect lists;
• Arranges payment schedules; adjusts bills; maintains records and files; prepares reports;
• Analyzes customer accounts for correct charges and issues adjustments; performs maintenance on accounts that will not bill;
• Researches and coordinates implementation of new policies and procedures as needed to ensure compliance with Federal and State guidelines;
• Provides on-the-job training for new employees; prepares training materials and maintains standard operating procedures;
• Acts as contact person in problem resolution with software provider; opens logs with provider with detailed analysis of customer information system problems; takes information relayed back by provider to correct or enhance customer information system settings; updates software to incorporate changes; attends workshops by software provider for upgrades, modifications, etc.;
• Performs fiscal year end processes;
• Investigates and responds to routine and escalated customer complaints and provides complaint resolution;
• Researches and prepares documentation and/or reports for special projects;
• Answers incoming calls; assists walk-in customers with setting up new accounts, making payment arrangements, and other functions necessary;
• Performs other Customer Service Representative functions of non-pay cut off lists, billed deposits, medical lists, returned mail, adjustments to customer accounts, and fold/stuff late notices;
• Ensures that requests for services are processed timely and information is entered in computer system accurately;
• Monitors workload and proficiency of each representative;
• Reviews applications to ensure standard operating procedure guidelines are followed;
• Enters new bank codes for customer bank drafts for utility billing accounts;
• Prepares customer letters in computer system;
• Enters credit balance and deposit refund transactions;
• Prepared reports to ensure taxes and/or deposits are applied to accounts correctly;
• Prepares job performance reviews for Customer Service Representatives; sets and monitors performance measures for queue answer time and other performance indicators;
• Coordinates rebate reimbursement for various rebate programs;
• Attend community workshops representing the Town upon request;
• Ensures records retention compliance;
• Performs other duties as required.

Knowledge, Skills, and Abilities

• Thorough knowledge of accounting practices and procedures;
• Thorough knowledge of utility billing and collection terminology, methods, procedures and equipment;
• Thorough knowledge of standard office procedures, practices, and equipment;
• Ability to understand and follow oral and written directions;
• Ability to follow work procedures;
• Ability to post accounts and to perform mathematical computations with speed and accuracy;
• Skill in the use of a variety of office equipment, including typing ability;
• Ability to establish and maintain effective working relationships with associates and the general public.

Education and Experience

Graduation from an accredited high school, preferably supplemented with additional training and courses in bookkeeping, accounting, and/or computer operations. Minimum of 3 years of customer service experience required; preferred experience includes public contact work and office management.  Candidates with at least 3 years of supervisory experience will receive greater consideration.

Equipment Operated

Calculator, computer, copier, fax, printer, telephone and other equipment as required.

Special Requirements

None

Working Conditions and Physical Demands

Work is of a sedentary nature requiring some physical activity such as walking, reaching, stooping, and repetitive motion of the wrists, hands, and fingers. Exposure to atmospheric conditions normally associated with office type work. 

Special Note

The duties listed above are intended only as illustrations of the various types of work performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.