DPU Hiring Event - Customer Service Supervisor

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

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

About

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

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.

The 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.

Duties include but are not limited to

• 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