Customer Service Supervisor - Call Center & Billing Leader

City of Richmond, Virginia; Richmond (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

City of Richmond in Virginia is seeking a Customer Service Supervisor for the Department of Public Utilities' Call and Contact Centers. Lead, coach, and supervise staff, resolve billing queries, and monitor performance.

The role requires a background in customer service and supervisory experience, with overtime and on-call duties as needed. The position emphasizes establishing policies, training staff, and ensuring efficient operation of call center and billing processes.

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.
• An equivalent combination of training and experience may be used to meet qualifications.

Responsibilities

• Provide routine and advanced-level customer service, handling opening and closing operations and escalated inquiries via the team and leadership.
• Monitor and evaluate employee performance; develop coaching plans and conduct coaching sessions.
• Provide initial and ongoing training and coaching to staff.
• Perform data entry and prepare reports, spreadsheets, and other documentation; handle clerical duties.
• Process and adjust customer accounts; perform billing and account reconciliation as needed.
• Perform additional tasks as assigned by management.

Skills

Customer service

People management

Conflict resolution

Researching and evaluating

Communication skills

Education

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

Job description

City of Richmond in Virginia is seeking a Customer Service Supervisor for the Department of Public Utilities' Call and Contact Centers. Lead, coach, and supervise staff, resolve billing queries, and monitor performance.

The role requires a background in customer service and supervisory experience, with overtime and on-call duties as needed. The position emphasizes establishing policies, training staff, and ensuring efficient operation of call center and billing processes.