Lead Call Center Supervisor — Billing & Customer Service

City-of-Richmond,-Va; Richmond (VA); On-site; USD 60,000 - 75,000; Full time

Job summary

The City of Richmond Department of Public Utilities - Customer Service Division is seeking a Customer Service Supervisor to lead call center and billing operations. This role involves supervising staff, applying policies, managing customer flow, and preparing monthly reports.

The incumbent will conduct training, address escalated inquiries, resolve billing issues, and ensure accurate data entry and account changes. Overtime, night and weekend work may be required.

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 the minimum qualifications.

Responsibilities

• 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.

Skills

People management

Leadership

Customer service

Coaching

Training

Data entry

Office software

Education

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

Tools

Microsoft Office Suite

Oracle-based systems

CIS system

Job description

The City of Richmond Department of Public Utilities - Customer Service Division is seeking a Customer Service Supervisor to lead call center and billing operations. This role involves supervising staff, applying policies, managing customer flow, and preparing monthly reports.

The incumbent will conduct training, address escalated inquiries, resolve billing issues, and ensure accurate data entry and account changes. Overtime, night and weekend work may be required.