Customer Service Lead Representative

City of Victorville; Victorville (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

City of Victorville seeks a Customer Service Lead Representative to supervise daily customer service staff, manage customer accounts, and ensure accurate billing operations in a municipal setting.

Under the Finance Supervisor for Customer Service, the role requires overseeing training, handling cash procedures, addressing complaints, and coordinating scheduling and reporting to support water and utility services.

Qualifications

• High school diploma or GED supplemented by 30 college semester units in a related field and 3 years of utility billing experience, including customer service, with one year of supervisory capacity.
• An additional year of required utility billing experience may substitute for the 30 college units.
• Knowledge of city policies, accounting, billing, and customer service practices.

Responsibilities

• Leads, trains, oversees daily performance of customer service staff and assists with evaluations.
• Maintains access to the cash vault per security procedures and internal controls.
• Processes and manages change orders through the bank, ensuring cash availability for daily ops.
• Addresses and resolves customer complaints professionally.
• Researches accounts for accuracy and prepares reports; verifies meter status and property ownership.

Skills

Employee supervision

Customer service

Communication

Problem solving

Data entry

Mathematical calculations

Time management

Team leadership

Diplomacy

Education

High school diploma or GED

30 college units related field

3 years utility billing experience

Tools

Billing software

Microsoft Excel

Database software

Accounting software

Job description

Under the direction of the Finance Supervisor for Customer Service, the Customer Service Lead Representative provides daily work direction to customer service staff, manages customer accounts, may serve as the Finance Supervisor for Customer Service in their absence, and performs related duties as required.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to the following:

• Leads, trains, instructs, and oversees the daily performance of customer service staff; assists the Supervisor with employee evaluations.
• Maintains and controls access to the cash vault in accordance with established security procedures and internal controls.
• Processes and manages change orders for Customer Service Representatives through the bank, ensuring adequate cash availability for daily operations.
• Meets with customers to address and resolve complaints and conflicts, demonstrating patience, courtesy, and professionalism when interacting with the public.
• Researches and reviews accounts for accuracy; prepares reports and processes orders to discontinue water utility service; compiles customer information for vacancies; verifies meter status; and researches property ownership.
• Coordinates meetings, training sessions, and daily activity schedules for customer service staff.
• Responds to emergency situations.
• Assists and develops payment plans and extensions for customers with delinquent accounts; verifies and approves customer account adjustments.
• Implements billing software and software updates; provides training and instruction to staff; tests accounts for accuracy; completes forms; and performs data entry into the billing system.
• Assists with the interpretation and implementation of City resolutions, ordinances, department policies, goals, strategies, and programs.
• Participates in City committees and meetings concerning customer service.
• Prepares and maintains departmental procedures.
• Maintains and controls all aspects of supply inventory for the Customer Service Division.
• Performs the work of customer service staff as needed to accomplish work goals.
• Maintains confidentiality of work-related issues and City information.

Education and Experience:

High school diploma or GED supplemented by thirty (30) college semester units in a related field and three (3) years of utility billing experience, including customer service, with one (1) year of experience in a senior or supervisory capacity. An additional one (1) year of the required utility billing experience may substitute for the thirty (30) college semester units.

License(s)/Certifications:

None required.

Knowledge of:

• City policies and procedures.
• Principles and practices of effective employee supervision.
• Financial account recordkeeping.
• General accounting and bookkeeping principles and practices.
• Billing and collection procedures and practices.
• Principles and practices of effective customer service.
• Pertinent municipal codes, policies, procedures, ordinances, rules, regulations, and resolutions.
• Water district maps.
• Principles and practices of project management.
• Modern office methods, practices, procedures, and equipment, including software and database programs.
• English usage, spelling, grammar, punctuation, and basic mathematical principles.

Skill and Ability to:

• Use initiative, discretion, and judgment within established procedures, guidelines, and rules.
• Define problems, establish facts, and draw valid conclusions.
• Manage situations requiring diplomacy, fairness, firmness, and sound judgment.
• Direct the work of others.
• Apply City, state, and federal policies, laws, and regulations.
• Perform basic mathematical calculations.
• Research and develop practical solutions to customer issues and problems.
• Multitask and manage time efficiently.
• Provide efficient customer service.
• Communicate clearly and effectively, both verbally and in writing.
• Operate a personal computer and various software applications.
• Establish and maintain effective working relationships with those contacted in the course of work, including City and other government officials, community groups, and the public.
• Apply safe work practices.

(Must be performed with or without reasonable accommodations.)

• This position works primarily in an indoor office environment and in close proximity to other workers.
• Incumbents may be exposed to those conditions normally encountered in a business office environment.
• Positions in this class typically require balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, talking, hearing, seeing, and performing repetitive motions.
• Medium Work: Exerting 20 to 50 pounds of force occasionally (up to 1/3 of the workday), and/or 10 to 25 pounds of force frequently (1/3 to 2/3 of the workday), and/or greater than negligible up to 10 pounds of force constantly (2/3 or more of the workday) to move objects. Physical demand requirements are in excess of those for Light Work.
• Incumbents must be able to see and hear in the normal range, with or without correction, and communicate verbally and in written form with great facility and must be able to be understood.
• Incumbents must have the stamina to work extended hours and overtime, if assigned, and must be willing to work an irregular schedule, which may include weekends, holidays, evenings, and/or varying shifts.