Customer Service Supervisor - Utility Billing & Permitting

Town of Fairview; Fairview (IL); On-site; USD 50,000 - 65,000; Full time

Job summary

The Town of Fairview is seeking a Customer Service Supervisor to lead the Customer Service Representatives. This role involves overseeing daily operations, ensuring high service standards, and managing customer inquiries related to utilities and permits. Ideal candidates will have strong leadership skills and a background in customer service, particularly in a government setting. Responsibilities include staff training, performance evaluations, and handling complex customer issues. The position requires effective communication, conflict resolution skills, and the ability to manage multiple tasks efficiently.

Qualifications

• Minimum of 3 years’ customer service experience, preferably in a government setting.
• Minimum of 2 years’ supervisory or lead experience.

Responsibilities

• Oversees daily activities of Customer Service Representatives.
• Handles customer inquiries related to utility billing and permits.
• Manages complex customer issues and ensures satisfactory resolutions.

Skills

Customer Service

Leadership

Conflict Resolution

Data Entry

Communication

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Under the direction of the Chief Financial Officer, serves as a supervisory role overseeing the daily activities of the Customer Service Representatives, ensuring high standards of service and performance. Provides professional, courteous, and efficient customer service to Town of Fairview residents and customers, both in person and via phone. Oversees and assists with inquiries related to water, sewer, solid waste, building permits, building inspections, and other revenue collections. This position requires strong leadership and interpersonal skills, with the ability to manage customer concerns, resolve complaints effectively, and de-escalate potentially tense situations. Acts as a point of escalation for complex issues and ensures satisfactory resolutions are achieved in a timely and professional manner.

• Coordinates and monitors daily activities of Customer Service Representatives - reviews and assigns work to ensure daily work functions are completed
• Perform supervisory and managerial duties by planning, organizing and monitoring staff assignments, reviewing work completed by staff, training and evaluating staff, assisting staff in resolving technical challengesand issues, developing staff performance evaluations, and managing disciplinary actions
• Maintains and updates Utility Billing and Permitting departmental records and files
• Balances and updates payment postings with General Ledger
• Oversees deposits and records cash receipts - ensures all deposits within the Town are prepared for bank posting
• Processes bank notifications on returned checks
• Oversees departmental projects, conducts surveys, monitors the budget, sets department goals, and supervises day-to-day operations
• Submits new procedures that enhance the efficiency and productivity of Utility Billing and Permitting functions
• Receives and processes commercial and residential deposits for all Town related permits, utility service, water payments, impact fees, and other miscellaneous fees and charges as needed
• Reviews and sends second notices to customers, cut-offs for non-payment, submit penalty adjustments for approval to Chief Financial Officer
• Generates End of Month reports, annual reports for Public Works submission to TCEQ, NTMWD and other annual financial reports as needed
• Manages the meter reading process which includes preparing, importing, reviewing and auditing meter readings. Proofs meter readings for accuracy and updates billings.
• Oversees the leak adjustment process and investigates appeals
• Processes required documents to issue permits that have been approved.
• Reviews, accepts, and processes permit applications and documents, assesses permitting fees, provides receipts for fees paid, provides change, reconciles and closes out cash drawer daily
• Assists applicants with forms and technical questions related to utility billing and building permit processes
• Interacts with the public and staff daily. Responds to questions, researches and resolves problems, addresses complaints, grievances, and emergencies that arise in the department.
• Provides technical assistance and training to staff in the use of computer software and databases
• Maintains absolute confidentiality of work-related issues and Town of Fairview information
• Performs other related duties as assigned

Examples of Duties, as defined under the Americans with Disabilities Act, may include any of the above representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by the incumbents of this class; employees may be assigned duties which are not listed above; reasonable accommodation may be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer.Education, Training and Experience

• High School Diploma or GED equivalent
• Minimum of 3 years’ customer service experience, preferably in a government setting
• Minimum of 2 years’ supervisory or lead experience, including training or mentoring staff
• Preferred experience includes utility billing processes, building permitting processes or systems, and cash handling and reconciliation
• An equivalent combination of training, experience and education may be considered.

Required Knowledge of:

• Town organization, operations, policies and procedures
• Comprehensive understanding of best practices in customer service, including handling complaints, conflict resolution, and de-escalation techniques
• Federal and State regulations governing public utility billing and collection
• Building permits, inspections, fee assessments and processing permit applications in compliance with local regulations
• General accounting principles including payment reconciliation, bank deposits, and cash management procedures
• Best practices in team leadership, staff development and performance management
• Digital and physical file organization, recordkeeping protocols, and data privacy/confidentiality requirements
• General office practices and equipment

Required Skill in:

• Computer operations including Microsoft Word and Excel, data entry and ability to prepare graphs, charts and spreadsheets for reports
• Supervising, training and motivating staff to meet Town and departmental goals and standards
• Analyzing and decision-making to resolve complex customer issues and improve operational workflows
• Managing multiple tasks and priorities efficiently while ensuring accuracy and compliance
• Handling sensitive and confidential information with integrity and discretion
• Basic accounting in performing computations such as addition, subtraction, multiplication, and division correctly; and ability to balance cash drawer, prepare bank deposits and responsibility for the security of Town funds and the processing and coordination of permitting, utility billing, payments and work orders.
• Assuring compliance with regulations governing public utility operations
• Displaying understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others; interacting with people of different social, economic, and ethnic backgrounds.
• Effective verbal and written communication skills with clients and customers to satisfy their expectations; establishing and maintaining effective working relationships with co-workers, customers, and the public.

License and Certification Requirements

• Possession of a valid Texas Department of Public Safety Driver's License may be required.

Physical Demands and Working Environment
Work is performed indoors in an office setting. Work is sedentary requiring the ability to remain in a stationary position most of the time. Ability to operate a computer and other office productivity machinery is required. Repetitive finger movement, repetitive twisting or pressure involving wrists or hands is required. Frequently communicates with residents or coworkers and must be able to exchange accurate information in these situations. Occasionally moves about inside the office to access file cabinets, office machinery, etc. Must be able to lift and move boxes/objects up to 30 pounds.