Customer Accounts Supervisors are the first-line supervisor in the Customer Service series. Customer Accounts Supervisors are responsible for the oversight and direction of the activities and operations of a customer service section, including training and motivating subordinates in all customer services offices and functions; providing work direction and assignments and addressing and resolving customer service issues and concerns.
Essential Duties:
Supervise and coordinate the activities of a customer service section within the City of Tacoma including the processing of billings, adjustments, payments and service order requests.
Assist in selecting new employees, supervise, provide employee development, coach, train, and evaluate assigned personnel.
Coordinate with customers and tax payers regarding billing problems, procedures or complaints; receive and provide information regarding customer bills.
Coordinate communications and activities with other City department’s personnel, governmental and private agencies and other outside organizations.
Attend various meetings as assigned including billings dispute hearings.
Develop and update procedures and policies for maintenance of customer billings, checking of billings and posting of daily cash payments and the investigation and adjustment of billing errors.
Prepare special studies, reports and correspondence.
Assist in compiling information for departmental budget preparation, statistical and analytical reports.
Oversee the maintenance of records related to utility, tax and license billings and services performed or billed by utilities.
Operate equipment such as a personal computer, printers and calculators.
Physical Requirements and Working Conditions
Office environment.
Telework is supported for those who can support a confidential and ergonomic space at home, with regular in office rotations.
Subject to dealing with irate customers.
Depending on assignment, may require frequent local travel.
QUALIFICATIONS:
Graduation from high school or equivalent
5+ years of increasingly responsible technical experience in a customer service environment
Supervisory experience within the past 10 years
NOTE: 3 or more years as a Customer Services Representative, Lead, with the City of Tacoma or Tacoma Public Utilities, will meet the requirement of supervisory experience.
LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS
Depending upon assignment, a Washington State driver’s license may be required.
DESIRED QUALIFICATION:
Bi-lingual in Spanish, Russian or Vietnamese.
KNOWLEDGE & SKILLS:
KNOWLEDGE AND SKILLS:
Modern office practices, procedures and equipment
Principles and practices of supervision and training
Modern billing and collection procedures
Operation of a personal computer and knowledge of applicable software
City organization, operations, policies and objectives
Analyze situations accurately and adopt an effective course of action
Revise and adopt work procedures and record-keeping systems
Plan and organize work
Meet schedules and time lines
Learn to interpret, apply and explain codes, rules, regulations, policies and procedures
Establish and maintain cooperative and effective working relationships with others
Communicate effectively both orally and in writing
Add, subtract, multiply and divide quickly and accurately
Maintain records and prepare reports
Operate equipment such as printers, calculators and microfiche and microfilm equipment.
SELECTION PROCESS & SUPPLEMENTAL INFORMATION:
This recruitment is being managed by Marisa Tetreault; if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn!
City of Tacoma Commitment to Diversity and Inclusion
Tacoma’s diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma’s entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.
Apply
Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.
Applicants who meet the minimum qualifications will have their supplemental question responses reviewed by a panel of subject matter experts as part of the civil service examination. Applicants who pass the examination will be placed on the eligible list for interview and hiring consideration.
Reference checks will be conducted on final candidates. Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.
Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.
Questions regarding this announcement may be directed to the Human Resources Department at 253.591.5400 before 4pm on the closing date.
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