Call Center Supervisor & Billing Team Lead

City of Richmond, Virginia; Broad Run (VA); On-site; USD 55,000 - 78,000; Full time

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

The City of Richmond is seeking a Customer Service Supervisor for the Department of Public Utilities, Customer Service Division, to lead call center and billing operations. This is a key role in improving customer interactions and driving efficient service delivery.

Incumbents will supervise staff, coach performance, coordinate training, and ensure accurate account handling while supporting essential emergency and after-hours operations.

Qualifications

• Associate's degree in business, accounting, or a related field.
• Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments.
• Supervisory experience is preferred.

Responsibilities

• Providing routine and advanced-level customer service, handling opening and closing operations; handling inquiries by team members and Leadership Team; assisting customers, departments and employees by providing information, handling requests, and researching inquiries via telephone, email, and in-person.
• Monitoring and evaluating employee performance; developing coaching plans based on employee needs and as directed by the Call Center Manager.
• Providing initial and ongoing training and coaching to staff;
• Performing data entry; preparing reports, spreadsheets, and other documentation; performing other clerical and administrative duties as required;
• Processing and making adjustments to customer accounts; performing billing and account reconciliation as needed;
• Additional tasks as assigned by management.

Skills

Customer service

People management

Communication

Conflict resolution

Staff supervision

Problem solving

Multitasking

Research and analysis

Listening attentively

Education

Associate's degree in business or related field

Three years paraprofessional customer service experience

Job description

The City of Richmond is seeking a Customer Service Supervisor for the Department of Public Utilities, Customer Service Division, to lead call center and billing operations. This is a key role in improving customer interactions and driving efficient service delivery.

Incumbents will supervise staff, coach performance, coordinate training, and ensure accurate account handling while supporting essential emergency and after-hours operations.