DPU Hiring Event - Customer Service Supervisor

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

Join us at the DPU Hiring Event!

This position is a part of our hiring event on Wednesday, October 14, 2026, from 9:00 AM to 4:00 PM at Midtown Green. If you're selected to move forward, our department will reach out directly to schedule your interview. Please note this position is subject to a pre-employment background check and/or drug screening.

The anticipated hiring range is $54,503 - $78,401.

City of Richmond Department of Public Utilities - Customer Service Division

is seeking qualified candidates for a Customer Service Supervisor position within the Customer Call and Contact Centers group. This class will provide leadership and supervision to call center and billing operations personnel. Work may include establishing and interpretation of policies and procedures; managing customer flow; preparing monthly reports; conduct training sessions; The incumbent resolves customer complaints and billing queries, processes changes to accounts and assists customers with other issues.

Incumbent serves as an essential employee, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions, or inclement weather.

This position is subject to work overtime, nights and weekends.

• Providing routine and advanced-level customer service, handling opening and closing operations; basic and escalated inquiries by team members and the Leadership Team; assists customers, departments and employees by providing information, handling requests, and researching and responding to inquiries over the telephone, email, and in-person;
• Monitoring and evaluating employee performance; Developing and executing coaching plans based on employee's needs and as directed by the Call Center Manager.
• Providing initial and ongoing training and coaching to staff;
• Performing data entry; preparing reports, spreadsheets, and other documentation; performing other clerical and administrative duties, as required;
• Processing and making adjustments to customer accounts; performing billing and account reconciliation as needed;
• Additional tasks as assigned by management.

Minimum Training and Experience:

• 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 (as approved by the department) may be used to meet the minimum qualifications of the classification.

Preferred Training and Experience:

• Minimum of two (2) years of supervisory experience;
• Minimum of two (2) years of experience working in a call center environment.
• Two (2) years of experience handling Customer escalations

Licensing, Certifications, and Other Special Requirements:

• None required

Knowledge, Skills, and Abilities:

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• Best practices in call centers
• Customer service policies and procedures
• Account reconciliation
• Research and auditing practices as related to customer service activities

Skills (some combination of the following):

• Oral, written, and interpersonal communication
• Conflict resolution
• Researching and evaluating
• Customer service
• People management

Abilities (some combination of the following):

• Multi-task
• Listen attentively
• Problem solve
• Supervise, motivate, and develop staff
• Listen and understand comments/concerns
• Make sound decisions
• Research and analyze data to resolve customer issues or concerns

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

Environmental Hazards:

Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

Physical Requirements and Working Environment:

Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands, and fingers. The employee is occasionally required to stoop, stand, reach extending hands and arms in any direction, walk, lift, feel, and grasp. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.