CITY OF KENNEWICK JOB DESCRIPTION
Classification Title: Department: Band: C FLSA: Exempt
Customer Service Supervisor Support Services Subgrade: 3
Grade: 4
Date Updated: August 20, 1992 Title Of Immediate Supervisor: Finance Manager
CLASSIFICATION SUMMARY Under general direction, coordinates the utility billing and collection functions for the City including providing supervision to customer service and meter reading personnel and properly interprets and applies applicable codes and City policies and procedures to ensure fair and consistent customer service. Incumbent is responsible for evaluating systems, procedures and policies and taking steps to improve them. This is a single position classification. It is not part of a series. MISSION The primary mission of all employees is to provide the citizens of the City of Kennewick with the most efficient and effective service possible. Salaries are paid by the taxes, revenues, and users fees collected from the citizens of Kennewick. Each employee is expected to treat all people with the courtesy and respect due them at all times.
ESSENTIAL DUTIES FREQUENCY BAND/GRADE 1. Coordinates the utility billing and collection functions including the meter reading and utility billing systems. Makes determinations regarding the discontinuance of service, utility account adjustments and billings when readings are not obtainable. Daily 20% 2. Supervises clerical/support staff and meter readers in carrying out the activities of the work unit. Supervision includes training, scheduling, work assignment and review, performance evaluation, and making hiring, termination, promotional and pay rate change recommendations. Daily 15% 3. Reviews and establishes or modifies procedures, standardizing correspondence to customers and developing procedures manual. Daily 15% C4 B3 C4
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4. Receives and responds to customer complaints and inquiries regarding utility billing, dog or business licensing, injuries, etc. Determines validity of complaint and appropriate corrective action to remedy situation. Daily 15% 5. Analyzes and evaluates existing automated system and assists data processing staff in developing system enhancements and modifications to ensure proper screen layouts and employee access and adherence to applicable reporting requirements. Weekly 10% 6. Provides technical assistance to staff in interpreting tax and licensing codes to ensure appropriate application. Daily 15% 7. Analyzes policies and makes recommendations for improvements. Daily 5% 8. Oversees mail distribution in building, distribution of financial reports and the maintenance of utility and vendor files to ensure efficient and effective service to other employees. Daily 5% 9. Performs other duties of a similar nature or level. As Required. B2 B2 C4 C4 C4
MINIMUM QUALIFICATIONS Bachelor's degree in business administration, accounting or a closely related field and three or more years of previous experience in accounting, public/customer service, billing and/or collections or an equivalent combination of education and experience to provide sufficient evidence of the successful performance of the essential elements of the job such as those listed above.
PHYSICAL ACTIVITY/REQUIREMENTS To perform the essential functions of the job, incumbents must be able to perform the following: Reaching, fingering, grasping, talking, hearing/listening, seeing/observing, repetitive motions. Sedentary Work: Exerting up to a 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
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