CUS SVC SUPV

SUMMARY OF RESPONSIBILITIES: This position is responsible for supervising the Customer Service team and ensuring that the appropriate systems CC&B//WAM/MDM/Interactive Voice Response System/Remittance Processor/Western Union - Speedpay and other related systems are operating properly in order to deliver quality service to customers; Responsibilities include, but are not limited to, investigating and troubleshooting issues related to the aforementioned systems and business processes; assisting the Application Specialists in developing solutions to system performance issues; recommending and coordinating efforts related to changing business processes/procedures as needed to improve efficiency; working with staff, consultants and vendors as needed to develop, implement and maintain processes required to support implementation and optimal usage of the above stated systems; supporting IS upgrades/patches as needed by providing training, testing, updating data, and communicating information to users; implementing/interpreting/maintaining policy, procedures, and processes; providing technical advice and strategies to staff on customer relations issues and methods; delegating, monitoring and evaluating work output; assigning the work of staff; preparing and presenting staff reports, generating and maintaining records, data, reports and statistics on the work unit activities; mediate/resolve complex/sensitive customer inquiries/issues; developing, implementing/maintaining adequate cash audit controls; exploring and recommending new customer programs, technology, and options to enhance the customer experience; serving as liaison with other departments to actively coordinate business/technical processes into the industry’s best practices; leading/participating special projects improving customer satisfaction and maximizing efficiency; preparing/maintaining control of budget expenditures; preparing/generating/maintaining records, data, reports and statistics on all transactional activities (customers/employees); operating within framework of established policies/procedures; exercises initiative/independence in developing work methods and carrying out the details of the work in accordance with policies and procedures within the scope of responsibility designated for the position; providing for maintenance/repair/replacement of required equipment; overseeing/coordinating facility maintenance; Operating under general supervision of the Department Manager/Director; latitude is allowed for independent judgment in carrying out the details of the work in accordance with established policies and procedures. EQUIPMENT OPERATED: Computer, calculator, communication equipment, and other equipment, as required.

FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of CC&B, MDM, RNI, MWM, WAM, EBS, CSEM and how these system interact together; knowledge of PWC legacy systems (PCS, etc.); extensive knowledge of customer service, cashiering, metering, billing processes and procedures; thorough knowledge/understanding of the utility rates/schedules; thorough knowledge of safety rules, regulations, procedures and practices as appropriate; thorough knowledge of operational management concepts and practices; thorough knowledge of business processes and work flows; thorough knowledge of supervisory concepts and practices including budget, personnel, and administrative functions; must possess strong ability to mitigate/resolve complex customer issues; must possess strong influence, collaboration, planning and organization skills; ability to train/orient/teach skills to new employees; ongoing training of changes in policies/procedures; ability to work multiple projects and supervise/monitor/evaluate staff; ability to communicate effectively, both orally and in writing with employees and customers with tact and maintain control in sensitive and difficult situations; ability to monitor, coach and counsel employees; encourage employee development and growth; plan, organize, schedule, and evaluate staffing to ensure sufficient coverage; ability to analyze and develop solutions for complex issues; ability to analyze risks and develop appropriate mitigation strategies; ability to provide technical and analytical support to users across divisions; ability to use applicable computer software programs for communication, word processing, spreadsheet and database management, especially Microsoft Word, Project, Excel and PowerPoint; ability to prepare and maintain reports and records; ability to develop and maintain effective working relationships with customers, the general public, and all levels of employees.

MINIMUM QUALIFICATIONS: (A) Graduation from an accredited four (4) year college or university with a degree in business, accounting, business management, statistics, mathematics or related field and a minimum of three (3) years of experience in customer service work in/for a public utility which includes lead worker or supervisory responsibilities; OR

(B) Graduation from an accredited two (2) year college/technical school with a degree/certification in business, accounting, business management, statistics, mathematics or related field and a minimum of seven (7) years of experience in customer service work in/for a public utility which includes lead worker or supervisory responsibilities; OR

(C) Graduation from high school or possession of a high school equivalency diploma and a minimum of eleven (11) years progressive responsibility of experience as defined in (A) above; OR (D) An equivalent combination of experience, training and education as defined in (A) and (B) above.

SPECIAL REQUIREMENTS: Must possess and maintain a valid North Carolina Driver’s License.

PHYSICAL REQUIREMENTS: Must be able to perform the essential functions of the position.

SAFETY HAZARDS: Minimal

PROTECTIVE EQUIPMENT: As required in the Public Works Commission’s Safety Manual.

EMPLOYER'S RIGHTS: This job description is general and illustrative of the kind of duties required of this position. It is not exhaustive and does not contain a detailed description of all the duties that may be assigned to the incumbent occupying this position. Ex/CO.CustSvcSupv2017/09/29/17/br/mf

GRADE 412 $66,258-$87,296/EXEMPT