Call Center Supervisor — Customer Experience Leader

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

Job summary

City of Richmond Department of Public Utilities is seeking a Customer Service Supervisor to lead the Call and Contact Centers group. This role will direct customer service operations, supervise staff, and ensure accurate billing support and responsive inquiries.

The incumbent will manage performance, provide ongoing coaching, and coordinate reporting and process improvements while handling escalated issues and helping customers with diverse needs.

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 preferred.

Responsibilities

• Provide routine and advanced-level customer service, handling opening/closing operations; address inquiries via telephone, email, and in-person.
• Monitor and evaluate employee performance; develop coaching plans.
• Provide initial and ongoing training and coaching to staff.
• Perform data entry; prepare reports, spreadsheets, and documentation; other clerical duties as required.
• Process and adjust customer accounts; perform billing and account reconciliation as needed.
• Additional tasks as assigned by management.

Education

Associate's degree in business, accounting, or related field

Job description

City of Richmond Department of Public Utilities is seeking a Customer Service Supervisor to lead the Call and Contact Centers group. This role will direct customer service operations, supervise staff, and ensure accurate billing support and responsive inquiries.

The incumbent will manage performance, provide ongoing coaching, and coordinate reporting and process improvements while handling escalated issues and helping customers with diverse needs.