UTILITIES CUSTOMER SERVICE SUPERVISOR

The City of Riverside, Public Utilities Department (RPU) is accepting applications for the position of UTILITIES CUSTOMER SERVICE SUPERVISOR to fill two (2) vacancies in the Customer Service Division. The eligibility list established may be used to fill the current and/or upcoming vacancies within this classification for up to six (6) months.

• Assign, supervise, and participate in the processing of applications for utility services.
• Supervise and participate in determining deposit amounts, in accepting partial payments and making arrangements for further payments, and requiring or waiving service charges.
• Respond to and make final decisions regarding difficult customer complaints requiring a thorough knowledge of rules, rate schedules, and collection policies. 
• Prepare legal documents pertaining to bankruptcy, deceased, and damage claims.
• Post journal entries to general ledger.
• Audit and correct daily unmatched cash transactions.
• Supervise control of petty cash and audit cash receipts, reconciles cash receipts with financial reports.
• Verify account code distribution.
• Prepare reports.
• Maintain an accurate subsidiary budget ledger.
• Maintain supply inventory and provide for maintenance of office equipment.
• Prepare requests for payment and audit time cards and overtime reports.
• Assist in budget preparation.
• May utilize a computer to carry out assigned customer service functions.
• Assist in the development and implementation of systems and procedures.
• Supervise, train and evaluate assigned staff.
• Review accuracy of lists of customer services to be disconnected for non-payment.
• Coordinate customer service activities with other City departments, divisions, and sections, and with outside agencies.
• Determine most difficult collection problems and prepare requests for cut-off at pole, underground, or riser; and removal of water or electric meters; and compute charges for reinstatement.
• Determine and correct contractor errors regarding proper placement of meters causing wrongful termination and billing of customer accounts; and recalculate correct charges.
• Maintain detailed statistical records. 
• Maintain meter number book for new service accounts.
• Investigate and bill for unauthorized service.

• Supervise the day-to-day activities of the 311 Call Center, which includes planning, coordinating, administering and evaluating projects, processes, procedures, systems, standards, and/or service offerings.
• Oversee the documentation of a variety of incoming calls and/or emails requesting services, information and/or other related issues, ranging from routine to complex related to Citywide and non-City provided services.
• Participates in/on a variety of meetings, committees, user groups, and/or other related groups in order to receive and/or convey information.
• Oversee requests for service to appropriate internal department(s) by initiating service request orders. Conduct research utilizing a variety of internal sources in order to provide accurate and timely information in response to requests for information from callers.
• Respond to and make final decisions regarding difficult customer complaints requiring a thorough knowledge of City policies and procedures.
• Prepare reports.
• Maintain an accurate subsidiary budget ledger.
• Maintain supply inventory and provide for maintenance of office equipment.
• Prepare requests for payment and audit time cards and overtime reports.
• Assist in budget preparation and management of division budget; prepare cost estimates for budget recommendations; submit justifications for budget items, monitor and control expenditures.
• May utilize a computer to carry out assigned customer service functions.
• Assist in the development and implementation of systems and procedures.
• Supervise, train and evaluate assigned staff to include prioritizing and assigning work, conducting performance evaluations, ensuring staff         training, ensuring employees follow policies and procedures, maintaining a healthy and safe working environment, and making hiring, termination, and disciplinary recommendations.
• Coordinate customer service activities with other City departments, divisions, and sections, and with outside agencies.
  Maintain detailed statistical records.

• Plan, prioritize, assign, and oversee workloads while monitoring staff performance and customer interactions across multiple service channels, including in-person, telephone, email, mail, and written communications.
• Proven ability to research and interpret policies, develop and enhance procedures, and optimize operational processes while effectively communicating accurate information to customers and staff. 
• Responds to customer and employee inquiries with professionalism, tact, courtesy, and sound judgment.
• Strong leadership and team-building skills with the ability to motivate, engage, and develop staff while fostering an inclusive and collaborative work environment. 
• Demonstrates energy, enthusiasm, and a positive attitude when addressing customer concerns, complaints, and complex issues, delivering timely and effective resolutions.
• Demonstrated ability to analyze, evaluate, and improve key departmental processes through the interpretation of customer service, call center, and walk-in service performance metrics, statistical data, and operational trends.
• Ability to identify and implement innovative solutions that improve operational efficiency and customer satisfaction. 
• Possesses experience monitoring inbound and outbound phone, email, mail, and customer correspondence to ensure accuracy, quality assurance, compliance with applicable rates, rules, regulations, policies, and service standards.
• Experience serving in a community-facing role, ensuring transparency, delivering public presentations, and providing representation in legal or administrative processes.

DOCUMENTS REQUIRED AT THE TIME OF APPLICATION:
1) Completed Employment Application
2) Completed Supplemental Questionnaire

FOR GENERAL INFORMATION ON COMPLETING YOUR ON-LINE APPLICATION, CLICK HERE: (Application Guide).  

The selection process will begin with an employment application package screening, with the best qualified candidates being invited to participate further in the assessment process. This process may include any combination of written, performance, and oral assessments to evaluate job-related education, experience, knowledge, skills, and abilities. Those who successfully complete the selection process will be placed on the eligibility list for this classification. 

The City of Riverside does not provide sponsorship for employment-based work visas. Candidates must be legally authorized to work permanently in the United States without the need for visa sponsorship now or in the future. 

An exception may be made if the selected candidate is eligible to work in the United States as a USMCA professional in the TN nonimmigrant classification.

IMPORTANT INFORMATION ON SCHEDULING ASSESSMENTS:

If you are selected to move forward in the assessment process, you may be required to self-schedule your appointment. You will be notified via email of your status and provided with self-scheduling instructions. Please check your email regularly following the closing date of this recruitment.

Positions that require, or may require, a California Commercial Driver’s License are considered Safety Sensitive and are monitored by the U.S. Department of Transportation. Any candidate being considered for a Safety Sensitive position must submit authorization forms to the City immediately upon request to begin the pre-employment process.

It is the responsibility of candidates with a disability requiring accommodation in the assessment process to contact the Human Resources Department in writing to request such accommodation prior to the closing date of this recruitment. 

Appointment may be subject to the successful completion of a pre-employment background investigation, drug screen, and/or medical/physical examination. 

NOTE: The City reserves the right to modify selection devices and test instruments in accordance with accepted legal, ethical, and professional standards. Candidates may reapply when there is a posting to establish an eligibility list. 

EDUCATIONAL REQUIREMENTS:

Proof of education listed in your application will be requested at the time of conditional offer. Acceptable documentation consists of transcripts or degree, if applicable, by the accredited U.S. college or university. 

Education obtained outside the United States (US) require one of the following options:

1. An equivalency statement from an evaluation company certified by the National Association of Credential Evaluation Services (NACES) at Members – NACES or the Association of International Credential Evaluators Inc. (AICE) at http://aice-eval.org/members/.
2. An advanced-level degree from an accredited US college or university.
    

All applicants will be notified via e-mail or telephone of their application status and the assessment dates/times/locations after the closing date of this announcement.

THE PROVISIONS OF THIS JOB ANNOUNCEMENT DO NOT CONSTITUTE AN EXPRESSED OR IMPLIED CONTRACT.