Call Center Leader: Customer Service Supervisor

City of Richmond, Virginia; Broad Run (VA); On-site; USD 58,000 - 78,000; Full time

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

City of Richmond is seeking a Customer Service Supervisor for the Department of Public Utilities - Customer Service Division. The role provides leadership to call center and billing operations, establishes policies, manages customer flow, and prepares monthly reports.

Coverage includes training, performance coaching, and handling billing inquiries across multiple channels. The incumbent may work overtime, nights, and weekends and must be available during emergencies.

Qualifications

• Bachelor’s level of knowledge in customer service operations.
• Experience supervising call center staff.
• Ability to train and coach employees to improve performance.

Responsibilities

• Provide routine and advanced-level customer service, handling opening and closing operations and escalated inquiries via phone, email, and in-person.
• Monitor and evaluate employee performance; develop coaching plans.
• Provide ongoing training and coaching to staff.
• Perform data entry and prepare reports and documentation; handle clerical duties.
• Process account changes, billing adjustments, and reconcile accounts.

Skills

Leadership

People management

Customer service

Training

Coaching

Data reporting

Education

Associate's degree in business or related field

Job description

City of Richmond is seeking a Customer Service Supervisor for the Department of Public Utilities - Customer Service Division. The role provides leadership to call center and billing operations, establishes policies, manages customer flow, and prepares monthly reports.

Coverage includes training, performance coaching, and handling billing inquiries across multiple channels. The incumbent may work overtime, nights, and weekends and must be available during emergencies.