IWA Customer Service Supervisor

IWA Customer Service Supervisor

Salary

$83,366.40 - $123,156.80 Annually

Location

Indio, CA

Job Type

Full-time

Job Number

04252024

Department

WATER CUSTOMER SERVICE

Opening Date

04/25/2024

Closing Date

5/2/2024 11:59 PM Pacific

• Description

• Benefits

• Questions

Description

• THIS IS A PROMOTIONAL OPPORTUNITY FOR CURRENT EMPLOYEES ONLY. ALL QUALIFIED INTERNAL APPLICANTS WILL BE GIVEN TOP PRIORITY.*

DEFINITION:

Under general supervision, assigns, and reviews the work of customer service personnel who provide information, research problems, perform collections and credit arrangement activities by telephone and in person; handle difficult, complex, or sensitive customer account problems and delinquency issues; coordinates other customer service daily activities and variety of tasks relative to assigned area of responsibility. To understand the IWA's water rate structure and water budget system.

To plan, coordinate and evaluate the call center activities; to have proficient knowledge of IWA regulations, functions and policies; evaluate employees; establish, review and evaluate office operation and schedules recommending changes of method, personnel and schedules when necessary; to do related work as required. Provide great customer service.

DISTINGUISHING CHARACTERISTICS:

This is the first-line supervisor-level classification in the Customer Service. The Customer Service Supervisor provides direction to the Customer Service Division by assigning, directing, and reviewing the work of staff.

Supervisory duties include training, writing, conducting performance appraisals, and assisting in department budget preparation. Incumbents provide coaching and guidance to representatives. Duties also include resolving escalated customer complaints and disputes and handling difficult customer delinquency and billing issues. This classification is distinguished from the IWA Senior Customer Service Technician in that this position is directly involved with personnel management, directly provides program recommendations and responsible for implementation unlike the Senior position which serves more of a support role to the division manager in the planning, assigning and coordination of work.

Duties

SUPERVISON RECEIVED/EXERCISED:

Receive direction from the IWA General Manager or designee. Exercise direct and indirect supervision over Customer Service Division staff.

ESSENTIAL FUNCTIONS: (include but are not limited to the following)

Provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department's and the IIWA's mission, objectives, and values.

Prioritize, assign, evaluate, and supervise the work of all Customer Service Representatives. Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives.

Plans and implements work programs and customer service activities: Modifies departmental procedures and processes; creates quality assurance tools to ensure completion, quality, and timeliness.

Write and conduct formal performance appraisals: participates in various personnel actions, including hiring, counseling, training, promotion, discipline, and termination.

Interacts effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the IWA's goals and objectives while exercising the highest degree of confidentiality.

Maintains the daily schedule to ensure complete coverage for our customer base.

Assumes complex and specialized customer relation situations involving upset and dissatisfied customers and requiring sensitivity and sound judgment; takes action to resolve complaints where appropriate, including waiving of delinquency charges and security deposits and agreement on long-term payment plans; receives and responds to correspondence and telephone calls, providing information and handling issues, request, and complaints.

Maintains and directs the daily activities such as billing, final billing and work orders, returned items, phones, counter, reception, and any departmental duties.

Oversees and performs maintenance on the records of past due accounts; reviews delinquent bill reminders and past-due notices; sets the dates for service shut-off for non-payment; supervises the process of returned items.

Attends and participates in professional group meetings; stays abreast of new trends and innovations in utility billing and customer service; directs and participates in incorporating new developments into program areas, as appropriate.

Assists and participates in developing and administrating the Customer Service annual budget.

Reads understands, and ensures compliance with the Safety procedures and policies; attends safety meetings, as required; reports all accidents, violations, or infractions to supervisor.

IWA employees are expected to work overtime, weekends, evenings, and holidays as required to accommodate the IWA's needs, in addition to responding as a Disaster Emergency Service Worker.

Oversee the IWA records management and retention schedule and timely completion of related tasks by staff.

Oversee the development and regular updating of standard operating procedures as business processes evolve.

Participate in the development and implementation of information system integrations.

Regular attendance at the work site.

OTHER DUTIES: (include but are not limited to the following)

May alter work methods to improve efficiency and effectiveness.

May provide translation services for Spanish language speakers.

Perform related duties and responsibilities as required.

Opens and closes, and locks IWA's building, sets and activates building alarm, and performs building security functions, as required.

Qualifications

MINIMUM QUALIFICATIONS: (The following are minimal qualifications necessary for entry into the classification.)

Education:

Minimally a high school education supplemented with related coursework in business, accounting, public administration, or a closely related field.

Must have completed some additional related coursework or training in the field of customer service, business writing, water utility and conservation. Certifications related to customer service and/or supervision is highly preferred.

Equivalent to an Associate degree in Business Administration, Public Administration, or a related field is highly desirable.

Bachelor's degree in Business Administration, Public Administration, or a related field is desirable.

Experience:

Requires a minimum of 3 years of experience working with information systems.

Five (5) years of increasingly responsible administrative experience involving customer service, billing, and/or collection experience. A typical way to obtain this knowledge and abilities would be to have three (3) years of increasingly responsible experience in a water service agency handling customer service water related issues, conflict resolution, monitoring a call center, and working with the public and training employees.

Experience in a government or public utility setting is desirable. Experience in a senior, lead, or supervisory position is highly desirable.

Requires minimum of 2 years of experience working with accounting and financial software, such Tyler Munis Utility Module.

Requires minimum of 2 years of experience working with an asset management system, such as Cityworks.

Requires minimum of 2 years of experience working with the customer engagement portal, such as Dropcountr.

Requires minimum of 2 years of experience working with a water usage analytics software, such as Insight/Neptune 360.

Requires minimum 2 years of experience working with water utility billing software platform, such as HTML5.

Requires knowledge and understanding to use database reporting, such as COGNOS.

License/Certificate:

Possession of a valid Class C California driver's license.

License/Certificate:

Possession of a valid California Class C driver's license and a satisfactory driving record.

Grade 1 Water Use Efficiency Practitioner certification (within 6 months of employment).

Additional Information

KNOWLEDGE/SKILLS/ABILITIES: (The following are a representative sample of the KSA's necessary to perform essential duties of the position.)

KNOWLEDGE:

Customer service practices and customer-oriented telephone etiquette. IWA water rules, regulations, meter service operations, work order management, and issues related to assigned functions.

IWA and City of Indio personnel rules and policies. Office administrative procedures and methods. Cash, check, and credit card handling techniques.

Principles and methods of business correspondence, recordkeeping, and filing. Principles and practices of sound business communications and correct English use, including spelling, grammar, and punctuation. Appropriate safety precautions, procedures, practices, and regulations related to maintaining a department/division safety program, safe working conditions, and operating equipment.

Modern office equipment, software programs, and computerized record-keeping and filing methods. General business mathematics and calculations. Principles and practices of effective leadership and employee supervision, including training and performance evaluation. Proficient in various computer information systems such as Cityworks, Dropcountr, Central Square and/or Tyler Munis.

SKILLS:

Operating a personal computer; using a customer service database and MDM database. Leadership and communication ideals and principals. Driving a IWA vehicle in a safe manner.

ABILITIES:

Supervise, assign, inspect, and evaluate the work of others related to activities such as work order processing, reviewing billing information, oversee payment collections, establishing new and the closing of water billing accounts and interacting with IWA customers. Communicate effectively, both verbally and in written formats.

Motivate and evaluate staff and provide for their training and development. Develop and implement work standards. Plan and organize work to meet changing priorities and deadlines.

Analyze and resolve complex customer service problems. Exercise independent judgment and initiative. Train and orient new and existing employees.

Direct and guide the work of others. Train and evaluate staff. Provide diplomatic and courteous service to the public.

Perform general maintenance and review of customer accounts. Analyze, interpret, and explain IWA policies to customers and deal with them tactfully and courteously. Establish and maintain cooperative working relationships with those contacted in the course of work.

Establish and prioritize action items and multitask effectively. Prepares concise records, reports, and other written materials. Use creative thought to solve problems, including new and innovative technologies and techniques.

Participate in groups and committees that affect IWA operations, policies, and procedures. Use Microsoft Outlook, including accessing forms within public folders, sending and receiving emails, and using the calendar and scheduling functions effectively. Maintain physical condition appropriate to the performance of assigned duties and responsibilities.

Maintain mental capacity, which allows for making sound decisions and demonstrating intellectual capabilities. Maintain effective audio-visual discrimination and perception for making observations, communicating with others, reading, writing, and operating assigned equipment.

MEDICAL/DENTAL/VISION INSURANCE: A flex benefit is provided monthly. There are several medical insurance programs, two dental plans and one vision plan from which to choose.

RETIREMENT: City participates in the 2% @ 62 for new PERS miscellaneous members and 2.7 @ 57 for New PERS sworn program.

The City also participates in social security. Please contact Human Resources if you are an existing PERS member.

DEFERRED COMPENSATION: Voluntary employee contribution, a choice of two 457 plans.

VACATION LEAVE: Based on length of employment with the City. 0

Maximum vacation accumulation shall be three (3) times that employee's annual accrual coinciding with his/her current rate of earning. Upon reaching this ceiling, no more vacation shall accumulate until vacation is taken.

HOLIDAYS: City observes thirteen (13) holidays each year.

LONG-TERM DISABILITY (LTD): Benefit pays 66.67% of earnings to a maximum of $10,000 per month; 60 day waiting period; pays to age 65. Benefit can be coordinated with other available leave balances providing 100% of pay.

LIFE INSURANCE: $50,000 term life. Premiums paid by the City. Additional Supplemental Life plan is available for purchase.

MILEAGE: Employees who are required to use their personal vehicles for City business shall be reimbursed at the Internal Revenue Service (IRS) standard mileage rate.

EDUCATION REIMBURSEMENT: May be reimbursed for actual cost, subject to availability of funds.

OTHER: There may be other benefit provisions as specified in the applicable Memorandum of Understanding, or Resolution. Please contact the recruiter listed on the job posting directly for more information.

01

Do you possess a a high school diploma or equivalent?

• Yes

• No

02

Do you possess some additional related coursework or training in the field of customer service, business writing, water utility and conservation?

• Yes

• No

03

Do you possess a minimum of 3 years of experience working with information systems?

• Yes

• No

04

Do you possess 5 years of increasingly responsible administrative experience involving customer service, billing, and/or collection experience?

• Yes

• No

05

List the name of the employer, your job title, and the dates of employment where you gained the required experience. You must provide the requested information. Responses including "see resume" or "see application" will result in rejection of your application.

Required Question