Customer Service Supervisor

City of Cedar Rapids

Cedar Rapids, IA Customer Service $56,784 to $79,456 yearly

Supervises, schedules, plans and organizes the customer service operations for the Cedar Rapids Municipal Utilities that includes Water, Sanitary Sewer/WPC, Solid Waste/Recycling and Storm Water.

Position: Monday-Friday, 7:30am-4:30pm

Successful completion of a pre-employment background check, physical examination (if applicable) and drug screen are required prior to employment with the City of Cedar Rapids.
 

Example of Essential Duties:

  • Supervises the work of assigned personnel, assigns and reviews work, provides guidance, motivates staff, and conducts performance evaluations.
  • Monitors completion of job assignments to ensure compliance with policies and procedures.
  • Make recommendations for operational improvements.
  • Maintains documentation pertaining to the customer service department activities.
  • Maintains data within the Customer Information System, corrects billing and system issues, understands business object relationships and adds/modifies business objects to provide accurate and timely billing to our customers.
  • Subject Matter Expert on business objects and functionality within the Customer Information system.
  • Takes supervisor transfers from Customer Service Representatives.  Works to provide a resolution to the escalated situation.
  • Assists customers with inquiries and resolves customer issues in timely manner.  
  • Provides information to other City employees and the public concerning activities of the Water Division.
  • Prepares correspondence, reports, lists, and other documents.
  • Gathers, assembles, updates, distributes, and/or files a variety of information, forms, records, and data as requested.
  • Performs related work as required.

 

Required Education and Experience

  • High school diploma or equivalency and
  • Three (3) to five (5) years of supervisory experience in a customer service environment or
  • An equivalent combination of education and/or experience
  • Excellent written, verbal and interpersonal communication skills
  • Proficiency with Microsoft Office
  • Ability to work collaboratively with a diverse population

Required Licenses or Certifications

  • None 

Desired Qualifications

  • Experience in a call center


COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

  • Principles and practices of employee supervision
  • Customer Information and Billing software as well as Word and Excel
  • Business practices for billing customers and maintaining financial records
  • City ordinances, rates, and state codes

Skills in:

  • Customer service
  • Performing a variety of duties, often changing from one task to another of a different nature
  • Assigning, prioritizing, monitoring, and reviewing work assignments
  • Critical thinking

Ability to:

  • Work cooperatively and develop and maintain effective working relationships
  • Ability to lead and develop a team
  • Establish and maintain complex clerical records and files
  • Prepare clear and concise reports 
  • Maintain confidentiality

Job ID: 73854

Posted 14 days ago

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