Utility Customer Service Supervisor

City of Columbia, MO; Columbia Township (MO); On-site; USD 30,000 - 41,000; Full time

Job summary

City of Columbia, Missouri invites applications for a supervisor of Customer Service Specialists to oversee daily operations, resolve escalated customer issues, and ensure high-quality support.

Responsibilities include creating and adjusting staff schedules, maintaining departmental systems, analyzing data and reports, and coordinating with vendors.

Minimum requirements: High School diploma; an Associate degree preferred; 3–5 years in customer service or related roles, with leadership experience.

Qualifications

• High School diploma or equivalent; Associate degree preferred.
• 3 to 5 years of experience in customer service, cashiering, accounting, billing, or administrative support.
• Previous supervisory or lead role experience preferred.

Responsibilities

• Supervises, manages, and evaluates assigned employees and handles hiring and discipline.
• Oversees schedules, time off, and staff training.
• Oversees purchasing, budgeting, and cost-saving strategies.
• Manages support tickets and coordinates system upgrades.
• Creates training resources and analyzes data/reports.
• Investigates escalated customer questions and concerns.

Skills

Data analysis

Conflict resolution

Performance monitoring

Communication

Problem solving

Education

High School diploma or equivalent

Associate degree in Accounting, Finance, or Business preferred

Tools

Billing software

Microsoft Office

Google Suite

Job description

City of Columbia, Missouri Career Opportunities

The purpose of this position is to supervise Customer Service Specialists by overseeing daily operations and ensuring high-quality customer support. Responsibilities include investigating and resolving escalated customer issues, creating and adjusting staff schedules, maintaining departmental systems, and compiling and analyzing data and reports.

Essential Duties and Responsibilities

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Supervises, manages, and evaluates assigned employees and makes decisions about hiring, discipline, and/or termination of employees; prioritizes and assigns work; develops and oversees employee work schedules and approves time away from work; provides and/or facilitates employee training and development; addresses employee concerns and/or problems; counsels and/or disciplines as appropriate; completes employee performance appraisals; determines or makes recommendations regarding new hire salaries; and acts as liaison between employees and management.
• Reconciles purchasing card transactions and expenditures; processes supply requisitions; identifies and implements cost‑saving strategies through analysis of purchasing trends.
• Collaborates with third‑party vendors to ensure high‑quality customer experiences and service delivery.
• Manages support tickets for software and equipment issues; coordinates testing and validation of system upgrades.
• Creates and maintains departmental training and procedural resources.
• Investigates and resolves escalated customer questions and concerns.
• Regular attendance is a necessary and essential function.
• Performs other duties as assigned.

Supervisory Responsibilities

• Work requires supervising and monitoring the performance of a regular group of employees (2 or more full‑time employees), including providing input on hiring, issuing formal discipline, conducting performance evaluations, and realigning work as needed. Such authority is not merely of a routine or clerical nature but requires the use of independent judgment.

Human Collaboration and Job Impact

• Interactions may result in decisions regarding the implementation of policies. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may involve stressful, negative interactions with the public, requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.
• Interactions have a significant impact on the organization in terms of time, money, or public/employee relations.

Fiscal Responsibility

• Position has moderate fiscal responsibility.
• May be responsible for managing division budget, billing, accounting of funds, and/or handling and balancing of cash.

Education and Experience

An equivalent combination of education, training and experience will be considered.

High School diploma or equivalent.

• Associate degree in Accounting, Finance, or Business preferred.
• 3 to 5 years of experience in customer service, cashiering, accounting, billing, or administrative support.
• Previous experience in a lead or supervisory role preferred.

Licenses or Certifications

• None.

Knowledge of

• Billing systems, procedures, and applicable city ordinances.
• General office practices and administrative procedures, records management, and administration techniques and procedures.
• Common business software applications such as Microsoft Office and Google Suite.

Skill in

• Collecting, organizing, and analyzing complex and/or technical data.
• Identifying and resolving conflicts effectively.
• Monitoring and assessing the performance of employees or organizations to make improvements or take corrective action.
• Communicating effectively, both verbally and in writing, to meet the needs of the audience.
• Solving a variety of problems.

Ability to

• Effectively plan and delegate the work of others and train and/or supervise the work of others.
• Design, develop, and deliver training to individuals or teams to support performance and development.
• Handle difficult and stressful situations with professional composure and maintain effective interpersonal relationships.
• Create, organize, and maintain accurate records and documentation.
• Exercise sound judgment in making critical decisions.
• Prepare and present reports.
• Provide high levels of effective customer service.
• Work independently.
• Regularly use a computer, software, phone, and related office equipment.

Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job

• Office or similar indoor environment – Frequently/often

Exposures

• Individuals who are hostile or irate – Sometimes

• This position is relatively free from unpleasant environmental conditions or hazards and is generally sedentary.
• Incumbents may be required to exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly have to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Hours/Days

Starting Salary $25.82 per hour

Pay Grade

Pay Grade 108

Number of Positions Available

Number of Positions Available 1

Deadline to Apply

Deadline to Apply 10/02/2026

Open Until Filled No

Individuals needing accommodation to apply may call 573.874. CITY (2489)
TTY : 711 (MO RELAY)
THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE
THE CITY OF COLUMBIA REQUIRES PRE - EMPLOYMENT DRUG TESTING
The City of Columbia participates in the federal E-Verify work authorization program

600 E. Broadway
P.O. Box 6015
Columbia, MO 65205