CUSTOMER SERVICE SUPERVISOR

DISTINGUISHING FEATURES OF THE CLASS:

The Customer Service Supervisor is responsible for ensuring utility accounts are set up, billed, and processed

accurately for water, wastewater, and solid waste services. Other duties include handling escalated customer

situations, managing meter reading process, processing data for work orders (for connects/disconnects), providing

training to staff as back up for billing services, and printing and distributing customer billings.

ESSENTIAL FUNCTIONS:

 Supervise and assign daily work to meter reading and billing staff; and prepare work orders for assigned field

staff.

 Responsible for maintaining up-to-date records in the computerized customer billing system.

 Assist customers with billing inquiries; research customer accounts for incorrect billing; and make billing

adjustments as required.

 Organize a schedule for monthly meter readings and customer billings.

 Prepare and maintain accurate monthly and yearly reports on residential and commercial water usage; issue

special water usage contracts to customers.

 Implement and maintain a plan to reduce non-collectable customer accounts.

 Prepare special billings for irrigation, construction water usage, and miscellaneous charges.

 Maintain a meter installation program for unmetered customers and a meter change-out/maintenance program.

 Responsible for health, safety, and training of employees; responsible for maintaining a safe work

environment.

 Responsible for community and employee concerns as related to customer service functions.

 Attend staff meetings and provide status updates on outstanding issues and division progress.

 Assist in preparing annual operating budget for the division.

 Perform other related duties as assigned.