Pay Range 16 Breakdown

Hourly (40 hrs.)$18.7910$28.1865
Hourly (42 hrs.)$17.8962$26.8443
Hourly (56 hrs.)$13.4222$20.1332

Customer Service Supervisor

Range: $39,085.31 - $58,627.96 (16)
Position Number: 1183

JOB SUMMARY:  This position is responsible for coordinating the customer service functions of the department.
Refunds, applies, adjusts, maintains, and balances utility deposits.
Mails and processes license applications and questionnaires for new and renewal  licenses.
Investigates and resolves customer issues.
Coordinates and enforces “One Stop Shop” for commercial customers for utilities, including zoning, inspections, fire, and licenses.
Collects, posts, and balances licenses and utility accounts.
Prepares and interprets technical and statistical data related to CSR activities.
Trains, schedules, directs, supervises, evaluates, and disciplines personnel.
Recommends policies and procedures and operating practice revisions.
Monitors and maintains the IVR system and ACD data on customer service, customer credit, and business licenses.
Acts as a liaison with other departments.
Interprets, maintains, and enforces regulations and policies.
Prepares proposals from outside vendors for equipment or supplies purchased by the department.
Assists in the preparation of the annual budget.
Assists in audit procedures.
Approves, keys, and maintains the Medical Alert Certification list.
Performs other related duties as assigned.
Knowledge of computerized accounting procedures.
Knowledge of management and supervisory principles and practices.
Knowledge of department and city policies and procedures and federal, state, and local laws and regulations.
Skill in the operation of computers and other standard office equipment.
Skill in planning, organization, and decision making.
Skill in the supervision of personnel.
Skill in oral and written communication.
SUPERVISORY CONTROLS:  The Manager assigns work in terms of general instructions.  The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.
GUIDELINES:  Guidelines include department standard operating procedures, North Carolina General Statutes, Customer Service Policy Manual, and relevant city, state, and federal codes, laws, and regulations.  These guidelines require judgment, selection, and interpretation in application. 
COMPLEXITY:  The work consists of varied administrative and supervisory duties.  Uncooperative customers contribute to the complexity of the position.
SCOPE AND EFFECT:  The purpose of this position is to coordinate the customer service operations of the department.  Successful performance results in satisfied customers.
PERSONAL CONTACTS:  Contacts are typically with co-workers, other city employees, elected officials, vendors, members of community organizations, county government personnel, members of the state ABC board, and the general public.
PURPOSE OF CONTACTS:  Contacts are typically to give or exchange information, resolve problems, provide services, motivate personnel, and negotiate or settle matters.
PHYSICAL DEMANDS:  The work is typically performed while sitting at a desk or table.
WORK ENVIRONMENT:  The work is typically performed in an office.
The position has direct supervision over Lead Customer Service Representative (2), Customer Service Representative II (1), and Customer Service Representative I (6).
Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.
Experience sufficient to thoroughly understand the work of subordinate positions to be able to answer questions and resolve problems, usually associated with one to three years experience or service.
Ability to be bonded.