Customer Service Supervisor

City of Pasadena, CA - Pasadena, CA (30+ days ago)


The City of Pasadena is seeking a dynamic Customer Service Supervisor who is experienced in utility customer service work. The Customer Service Supervisor is responsible for the day-to-day operations of the Pasadena Water and Power (PWP) Customer Service Credit, Collections, and Payment Group. They will be responsible for supervising staff engaged in credit, collections and cash handling activities and customer inquiries concerning credit, payments, non-payment, credit disconnects, cash handling, and other credit and customer service related issues.

IDEAL CANDIDATE
The ideal candidate possesses a strong working knowledge and understanding of credit, collection, and bankruptcy laws and how they apply to PWP customers. The Customer Service Supervisor is a customer focused individual who possesses problem-solving solving skills, the ability to coordinate teams and the ability to encourage team members to meet performance expectations.

Essential Functions
The major responsibilities of this position are listed below. For more information, please review the job description.

Plan, schedule, organize, direct and inspect the work of subordinates engaged in working with customers to resolve credit and payment inquiries and service requests including requesting inspections of meters, scheduling disconnect and reconnect service at the meter.
Cross train staff to work each of the areas in the credit, collections and cash group.
Set documented goals and objectives for employees.
Coordinate work schedules for the credit, collections, and payment center.
Prepare and review standard daily, weekly, monthly and fiscal year reports for accuracy and to determine potential problems.
Work directly with commercial accounts to resolve credit and payment issues.
Update credit policies, procedures and training to stay consistent with State, Federal, City and Industry laws and requirement
Attend meetings and may travel to various locations for meetings and trainings.
Establish and maintain cooperative working relations with consumers, contractors, other utilities and City staff.

COMPETENCIES:
The following list represents some of the core competencies needed for success in this position.
Communication - Highly skilled and poised communicator who handles customer issues with tact and diplomacy.
Utility Billing - Knowledge of utility billing, credit and credit policies, electric and water meters; utility rates.
Leadership - Effective leadership skills to supervise, coach, develop and discipline staff. Ability to create and implement training programs.
Interpersonal skills - Ability to establish and maintain cooperative working relations with a variety of consumers, contractors, personnel and other utilities.
Customer focus - Ability to successfully assist and attend to the needs and expectations of customers and the ability to resolve complex problems.
Qualification Guidelines
EDUCATION AND EXPERIENCE

Four years of increasingly responsible experience in utility credit, collection, cash handling environment.
Direct work experience in collecting, compiling, reading and analyzing data reports.
DESIRED QUALIFICATIONS
Experience with FTC Red Flag procedures and reporting.
Experience with Online Credit Payments and Payment Card Industry Security Standards (PCI-DSS).
Bachelor's Degree in business, public administration or a related field.
SELECTION PROCESS
The selection process will consist of a training and experience evaluation, interview skills, interview panel, department interviews and possibly an online assessment.

The probationary work test period is one year, and part of the Pasadena Management Association bargaining unit.

VACANCIES
There is one vacancy in the Water & Power Department which may be filled as a result of this selection process. The resulting eligibility list from this recruitment may be used to fill this vacancy and similar vacancies in the future.
Special Requirements
Possession of a Class C California driver's license and demonstration of a satisfactory driving record