The City of Boise's Public Works department manages billing for residential and commercial properties for sewer, trash, recycling, compost, pressure irrigation and geothermal. We are accepting applications for an experienced customer service supervisor to lead one of the city's Utility Billing Services teams.

Supervises the daily operations and activities of a team of customer services providers who are responsible for maintaining the city's utility services.
Assigns workload, sets priorities and deadlines and establishes standards of performance.

City employees enjoy a top-notch zero-premium healthcare option for you and your family. Plus, a retirement plan that provides a lifetime annuity, investment matching, a cash-incentive wellness program, public employee student loan forgiveness, paid parental leave, and more. Imagine that. Performs the full range of duties (with appropriate managerial review), including hiring, evaluating, promoting, and assigning duties; corrects inappropriate actions or behavior through communication and coaching; initiates discipline or termination as needed; and oversees employees or a group.

Supervises unit personnel performing customer service via telephone, email, and face-to-face contact with city customers. Reviews customer account adjustments, credits, and processed payments for accuracy and attention to detail. Posts cash transactions to the general ledger and generates cash receipts via an interface with an accounting system.

Maintains the performance management program, performing evaluations via telephone or unit walks to ensure standards, city codes, policies, and procedures are followed. Provides reports on service level statistics and overall unit performance.

Monitors call volume, number of calls waiting, and abandonment rate to ensure performance standards are met. Answers personnel questions, resolves issues, problem-solves, and accepts escalated customer calls. Ensures the safety, health, and physical welfare of personnel. Recommends changes to policy and procedures to management.

Maintains portfolio on significant dollar delinquencies and determines resolution, including suspension of services, legal action, or referral to an outside agency. Reviews account delinquencies to ensure acceptable limits are met. Maintains bad debt records and related collection databases.

Conducts team meetings to promote goals, review customer service, and address current issues and concerns. Develops training materials. Conducts new employee, individual, and classroom setting instruction. Communicates priorities, deadlines, and standards of performance. Assesses and develops employees’ work skills.Required Knowledge, Experience, And Training

Experience and/or education equivalent to:
4 years of experience in a call center/utility services environment with two years of supervisory or managerial experience and
Bachelor’s degree in business administration, public administration, accounting or a related field.

Knowledge of:

supervisory principles and practices;
basic accounting including cash handling, monetary reconciliations, cashiering programs, and cash drawer usage; and
computer usage including related software.

Ability to:

manage a diverse group of people;
autonomously assess varying situations, develop solutions, and make decisions with minimal direction;
perform statistical research and analysis;
receive, comprehend, and follow verbal instructions;
communicate effectively in the English language at a level necessary for efficient job performance; and
perform all essential functions as assigned by an authorized employee, supervisor, and/or manager with or without reasonable accommodation.

Preferred Knowledge, Experience, And Training

6 years of experience in a call center/utility services environment with
4 years of supervisory or managerial experience.

Special Requirements
Applicants must be able to pass:

City of Boise background check processes which includes a criminal history check and reference checks in accordance with the City of Boise Hiring Process Regulation
Credit History Check

The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Efforts
While performing the duties of this job the employee is occasionally lifting/carrying up to 10 pounds. Also, the employee is occasionally pushing/pulling up to 10 pounds. The noise level is always moderate. Work includes sensory ability to talk, hear, and touch. Work in this position also includes close vision, distance vision, peripheral vision, and depth perception. Employees will sit, stand, walk, reach, and grasp. Position requires hand/finger dexterity.

Working Environment
The work environment will include inside conditions.

City of Boise jobs

Utility Billing Services Supervisor

Utility Billing Services Supervisor