Current Opportunities >> Supervisor, Customer Service
Supervisor, Customer Service
Summary
Title:Supervisor, Customer Service
ID:105820
Subsidiary:Liberty Utilities
Department:Customer Care, Billing Operations, Credit & Collections
Location:Pine Bluff, AR
Country:United States
Zip/Postal Code:71603
Description

This position plans, directs, coordinates, and supervises the activities of the Customer Service business office including: customer billing, new accounts, Performs other duties as may be assigned.

 

 

 

PRIMARY RESPONSIBILITIES

 

Plans, assigns and supervises the work of customer service staff. Oversees the training of all customer service representatives. Responsible for cash management of assigned work group. Reconciles cash drawers and credit card transactions. Monitors website transactions for new service, inquiries, payments, and account maintenance.

Evaluates the operations and activities of the assigned direct reports in the Customer Service Department; recommends and implements improvements and modifications. Oversees customer account maintenance.

 Assists other departments with data for daily, monthly, quarterly and annual reports. Researches regulatory agency complaints. Supports company safety program
 Directs  the processing of customer billing for several thousand water and sewer customers. Reviews and monitors all billing. Processes account adjustments and credit refunds.

Handles complex customer issues. Supports company policies and works within the guidelines of State Regulatory agencies. Oversees disconnects for nonpayment, financial arrangements on accounts, delinquent accounts and accounts subject to collection agency listing. Enforces penalties, damage charges, and service/commodity charges for unauthorized use of utility services and water meter tampering incidents.

 

 

 

KNOWLEDGE, SKILLS & EXPERIENCE

 

 

 

Work requires a high school diploma plus Associate’s degree in Business Management, preferred. Minimum of (3) three years supervisory experience in administrative office environment. Knowledge of computer systems, billing software, accounts receivable and cash receipts. Understanding of general accounting procedures.

Requires recent experience in a supervisory role as well as a minimum of (3) three year’s experience handling increasingly complex analysis and responsibilities in customer service oriented field. Additional academic education, professional training or work experience which demonstrates the potential to perform the duties of the position.

Valid State Driver’s License.

Work requires the ability to read and process at a college level various accounting and industry terms, spreadsheets, vendor invoices, state statutes, federal laws, line extension agreements, service area maps, correspondence, legal documents and contracts.

Work requires the ability to perform math calculations such as addition, subtraction, and algebra. Ability to calculate, add, subtract, estimate, communicate, understand and catch errors in customer service daily activity.

Work requires the ability to effectively write letters, memos and emails to management and external individuals. Must be able to summarize research performed in a manner that can easily be followed and reviewed. Documentation of follow-up, prepare and maintain reports and records.

Work requires the ability to make decisions that are within office and corporate standards and guidelines, seeking assistance when necessary. Must be able to perform duties and function effectively with minimal supervision.

Will work within and follow established budget guidelines. Will assist with annual budget process as requested in terms of compiling, documentation, and analysis.

 

Work is widely varied, to include involvement with customers, vendors, and development, engineering, accounting and operations personnel. Computer, calculator, telephone, fax machine, copier, postage machine, typewriter, vehicle, laser or inkjet printer. Microsoft Windows and Office applications. Great Plains software experience desired but not required. Will work with various types of billing software.

 

Excellent written and oral communication skills are required. Facilitates work flow among customer service, field services, operations and accounting departments. Must be able to communicate research results effectively with customers, vendors, corporate personnel and other staff members as it relates to customers, office, field and accounting. Ability to communicate recommendations regarding procedure development and implementation.

Liberty Utilities is an Equal Opportunity/Affirmative Action Employer committed to building a diverse workforce as it values the knowledge, diversity and performance of our employees to make us a great company.‚Äč All employees and qualified applicants will receive consideration in employment or advancement without regard to race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, gender identity, citizenship, military or protected veteran status or any other basis prohibited by applicable law.

 

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