CUSTOMER SERVICE SUPERVISOR, UTILITY

DEPARTMENT
Incumbent serves as Customer Service Supervisor for City of Anderson Utility Office
and is responsible for directing personnel, assisting customers, and making billing
adjustments.
DUTIES:
Directs department activities, advising and assisting other department personnel in
solving customer complaints and problems as needed. Trains new Customer Service
Representatives and Billing Department in all job duties and responsibilities, and
provides ongoing training as needed.
Receives and responds to customer inquiries and complaints by telephone and in
person, including answering questions, explaining department policies and practices,
investigating complaints, and searching computer records as required.
Reviews records and makes adjustments and corrections on customer bills when
discrepancies appear.
Assists customers in initiating and terminating services, providing information, and
aiding in properly completing and filing forms. Coordinates new sewer accounts with
City Engineering Department and Storm Water accounts with City Storm Water
Department.
Serves as Department liaison with Municipal Light and Power Department and
Anderson Water Works, Storm Water Department regarding Utility Office Services.
In absence of Meter Reader Supervisor, prepares ITRON handheld meter reading units
for Meter Readers by loading routes and downloads data into mainframe computer.
Assists Credit Department with credit cuts and customers as needed.
Gathers data and compiles statistical reports as requested by supervisor.
Assists in developing appropriate problem solving techniques.
Performs related duties as assigned.
I. JOB REQUIREMENTS AND DIFFICULTY OF WORK:

Thorough knowledge of standard office procedures and the ability to apply such
knowledge to a variety of interrelated operations, processes, and tasks, and to properly
use standard office equipment such as a calculator, copier, and computer, including the
ability to use software applications such as Word and Excel.
Thorough knowledge of all department services and billing procedures, and ability to
obtain necessary information and explain policies and procedures to customers.
Ability to direct all department activities, and advise and assist other personnel in
solving customer complaints and problems.
Knowledge of English grammar, spelling, and punctuation, and ability to perform
arithmetic calculations.
Ability to effectively communicate with the public and other departmental personnel in a
courteous and tactful manner, including being sensitive to professional ethics, gender,
cultural diversities, and disabilities.
Ability to comply with all employer and department policies and work rules, including but
not limited to, attendance, safety, drug-free workplace, and personal conduct.
Working knowledge of electric and water meter operation and functions and the ability
to answer related customer inquiries.
Ability to provide public access to or maintain confidentiality of department information
and records according to state requirements.
II. RESPONSIBILITY:
Incumbent is responsible for assisting in office operations in accordance with mission
objectives, directives, and policies of the Utility Office. Incumbent serves as Assistant
Manager in the Managers and Assistant Managers absences. Incumbent performs a
variety of non-standardized tasks according to established policies and practices of the
department, exercising personal initiative and decision-making authority in resolving
customer complaints and directing personnel.
Errors in decisions or accuracy of work are generally prevented through procedural
safeguards or are detected through supervisory review of work. Undetected errors may
lead to loss of time within the department and /or inconvenience to department
employees or members of the public. Incumbents work is reviewed during critical
phases and upon completion for accuracy and conformance with department policies.

III. PERSONAL WORK RELATIONSHIPS:

Incumbent maintains frequent contact with department superiors and co-workers, and
members of the general public for the purposes of exchanging information, explaining
policies and procedures, and directing personnel.
Incumbent reports directly to the Assistant Utility Office Manager.
V. PHYSICAL EFFORT AND WORK ENVIRONMENT:
Incumbent performs duties in a standard office environment, often at a service counter,
involving standing for long periods, sitting and walking at will, close vision, hearing
sounds and communications, and handling/grasping/fingering objects.
Read on
Status

Open

Category

City of Anderson Employment Opportunities

Salary

$26,575 - $40,409/YR.

Published

Oct 05, 2015, 08:00 AM

Closing

Oct 09, 2015, 11:59 PM

You are receiving this message because you are subscribed to City of Ander