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

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

City of Richmond Department of Public Utilities is seeking a Customer Service Supervisor to lead the Customer Call and Contact Centers. The role oversees call center and billing operations, interprets policies, manages customer flow, and prepares monthly reports. Training and coaching are part of the duties to improve service quality.

Incumbents may work overtime, nights, and weekends and must pass a pre-employment background check and/or drug screening. Hiring event details apply.

Qualifications

• Leadership and supervision of call center and billing staff.
• Experience supervising customer service operations and handling escalations.
• Ability to coach and develop team members.

Responsibilities

• Provide routine and advanced-level customer service via telephone, email, and in-person interactions.
• Monitor and evaluate employee performance; develop coaching plans.
• Assist with policies and procedures and manage customer flow.

Skills

Customer service

Leadership

Call center management

Coaching

Job description

City of Richmond Department of Public Utilities is seeking a Customer Service Supervisor to lead the Customer Call and Contact Centers. The role oversees call center and billing operations, interprets policies, manages customer flow, and prepares monthly reports. Training and coaching are part of the duties to improve service quality.

Incumbents may work overtime, nights, and weekends and must pass a pre-employment background check and/or drug screening. Hiring event details apply.