Job Specification
SUPERVISOR OF CUSTOMER SERVICE
DEFINITION:
Under direction, supervises and coordinates the activities of
Customer Service Representatives engaged in receiving and
handling customer complaints, requests and/or inquiries
concerning the providing of public services, billings, service
charges, the issuance of licenses, certificates and permits
and/or other matters of a similar nature; does related work as
required.
NOTE: The examples of work for this title are for illustrative
purposes only. A particular position using this title may not
perform all duties listed in this job specification. Conversely,
all duties performed on the job may not be listed.
EXAMPLES OF WORK:
Observes employees= demeanor, technical accuracy and conformity
to established policies, rules, regulations and procedures in the
handling of customer complaints and inquiries.
Supervises employees engaged in receiving and resolving inquiries
and complaints by customers concerning high or incorrect
billings, service charges and connections, change of name and
addresses, service installation, meter repairs, sidewalk and
street restoration and other problems that arise.
Supervises the preparation of forms for change of address of
customer for data processing.
Supervises the handling of all customer requests concerning turn
on and off of water supply and/or electric service and maintains
a record of all such actions.
Supervises the preparation of all information and forms regarding
the request and/or billings for special, final and private
reading of water and electric meters.
Supervises the processing of all checks and money orders received
as payment for water, electric and sewer billings by checking
street addresses, account numbers and trial balances so the
cashier may accept them.
Answers inquiries and gives information concerning water and
electric meter readings, the manner of making computations for
water and electric use and the water and electric distribution
system.
Checks on new accounts to insure proper billings.
Supervises the preparation of suitable reports.
Supervises the establishment and maintenance of needed records
and files.
Supervises the conducting of field inspections of water, sewer
and/or electric lines and connections as the result of customer
complaints in order to insure that property is being billed
properly according to rate structure.
Supervises the inspection of property to determine proper rate
structure category and gathers needed information for the
customer account.
Sees that records are updated so that customer is billed
properly.
May make field investigations to obtain information on new
construction, subdivisions or changes in property ownership.
Answers questions, explains procedures, provides instructions and
resolves problems concerning the completion of applications and
other forms.
Inspects tax maps to locate property lines and may inspect
property for proper utility installation and connections.
Supervises the collection of payments for services, penalty and
interest charges and makes partial payment arrangements as
necessary.
Interviews applicants for water, gas and/or electric service.
Talks with customers by phone or in person and receives orders
for installation, turn-on, discontinuance or change in services.
Supervises the determination of charges for service requested,
the collection of deposits, the preparation of change of address
records and the issuance of discontinuance orders.
May adjust complaints concerning billing or service rendered,
referring complaints of service failures, energy diversion or
meter tampering to designated departments for investigation.
May visit customers at their place of residence to investigate
conditions preventing completion of service connection orders, or
for investigations involving meter tampering or energy diversion.
Reviews meter books, microfilm, computer printouts and machine
accounting records for errors causing high bills.
Orders tests to detect meter malfunctions.
Confers with customers in person, by telephone or dictates
correspondence to explain reasons for high bills.
Prepares forms required for correction of meter reading or
billing errors.
Participates in publicity, marketing and customer relations
activities.
Prepares performance evaluative reports on Customer Service
Representative and other employees assigned to the unit.
Develops on-the-job training programs and tans employees in the
use of propr communications techniques to insure courtesy and
effective public relations.
Conducts other on-the-job training for the purpose of cross-
training and to provide all employees with equal opportunity for
promotion.
Gives work assignments and instructions to employees that are
consistent with established staffing requirements and work flow
procedures.
Will be required to learn to utilize various types of electronic
and/or manual recording and information systems used by the
agency, office or related units.
REQUIREMENTS:
EXPERIENCE:
Four (4) years of experience in the receiving and handling
of customer complaints and inquiries.
LICENSE:
Appointees will be required to possess a driver's license
valid in New Jersey only if the operation of a vehicle, rather
than employee mobility, is necessary to perform the essential
duties of the position.
KNOWLEDGE AND ABILITIES:
Knowledge of the regulations and procedures dealing with the
billing, computing charges and making connections relative to
water, sewer and/or electric utility services.
Knowledge of utility rate structure.
Knowledge of the regulations pertaining to the installation,
connection and discontinuance of utility services.
Knowledge of the records and procedures involved in recording
payments for utility services and interest and penalty charges.
Knowledge of the methods involved in recording meter readings
and in calculating water and/or electric consumption.
Knowledge of office methods, practices, routines, machines and
equipment and of the internal organization, personnel, resource
scheduling, functions and established regulations, policies and
procedures.
Knowledge of the problems encountered in planning a complex
customer sensitive service program, in organizing work and in
developing effective work procedures.
Knowledge of techniques in communicating effectively and
courteously with the public.
Knowledge of modern filing systems and business and office
equipment machines and their advantages and limitations.
Ability to deal tactfully with the varied types of persons who
have complaints about their billings or who are delinquent in
their payments.
Ability to analyze and interpret properly the procedures relating
to the collection of utility payments, penalty and interest
charges, partial payments and investigative charges for meter
tapering and energy diversion.
Ability to take and maintain a firm correct stand when
controversies arise, and deal with hostile individuals.
Ability to establish and maintain needed records and files.
Ability to interview people and compile information.
Ability to communicate effectively with different kinds of people
and to provide them with proper information.
Ability to give suitable instructions and work assignments to
employees and evaluate their work performance.
Ability to prepare reports and complete forms.
Ability to record numerical or other information accurately.
Ability to recognize errors in printed material.
Ability to interpret basic laws, rules, regulations, polices and
procedures.
Ability to resolve problems involving staff and the general
public.
Ability to conduct on the job training of staff.
Ability to utilize various types of electric and/or manual
recording and information systems used by the agency, office or
related units.
Ability to read, write, speak, understand and communicate in
English sufficiently to perform duties of this position.
American Sign Language or Braille may also be considered as
acceptable forms of communications.
Persons with mental or physical disabilities are eligible as long
as they can perform essential functions of the job after
reasonable accommodation is made to their known limitations. If
the accommodation cannot be made because it would cause the
employer undue hardship, such persons may not be eligible.
This job specification is applicable to the following title code: | | Job
Spec
Code | Variant | State,
Local or
Common | Class of
Service | Work
Week | State
Class
Code | Local
Class
Code | Salary
Range | Note | | 03999 | | L | C | | N/A | 10 | | - |
This job specification is for local government use only.
Salary range is only applicable to state government.
Local salaries are established by individual local jurisdictions.
3/09/1999 |
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