Customer Service Supervisor* Job at City of Richmond, VA
City of Richmond, VA Richmond, VA
The City of Richmond Department of Finance is seeking a qualified and customer service oriented candidate to fill the Customer Service Supervisor position. The selected incumbent will supervise employees and activities related to researching tax citizen accounts.
The selected candidate will provide supervision to customer service personnel, handle escalated complaints from citizens, and provide complex account research. Work may include establishing and interpreting policies and procedures; managing customer flow; preparing monthly reports; conducting training sessions; approving payment reversals and entries; processing or overseeing daily account research provided to citizens, internal and external customers; performing payment research for customers; assisting with customer traffic; auditing and validating daily non-cash receipts; and researching errors. As assigned, incumbents supervise paraprofessional and support staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures.
- Establishing and interpreting policies and procedures;
- Managing customer flow; preparing monthly reports; conducting training sessions; approving payment reversals and entries;
- Processing or overseeing daily account research provided to citizens, internal and external customers;
- Performing payment research for customers;
- Assisting with customer traffic; auditing and validating daily non-cash receipts; and researching errors.
- As assigned, incumbents supervise paraprofessional and support staff including conducting performance evaluations, coordinating training, and implementing hiring, discipline, and termination procedures. Plans and manages operations, and develops policies and procedures.
- Assisting in improving customer care quality, resolves conflicts, and enforces performance metrics and quality assurance standards.
- Providing advanced levels of customer service, handling escalated complaints and complex account research, managing customer flow/assisting with customer traffic, and investigating and resolving issues/complaints via telephone and in-person.
- Performing administrative and operational duties such as processing and overseeing daily deposits, validating daily receipts, opening/closing the office, preparing reports, performing audits, reviewing and analyzing data and reports, preparing change orders, establishing and interpreting policies and procedures, etc.
KNOWLEDGE, SKILLS, AND ABILITIES:
The Customer Service Supervisor will support best practices in call centers, customer policies and procedures, account reconciliation, and research and auditing practices as related to customer service activities. Additionally, the incumbent will have computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc., oral/written and interpersonal communication, and negotiation skills - amongst other various customer service related skills and abilities.
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.
LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:
- None required
With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".
The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.
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