Customer Service Supervisor - Cash Operations
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Customer Service Supervisor - Cash Operations
The City of Richmond Department of Finance, Division of Revenue is seeking a qualified candidate for the position Customer Service Supervisor. The incumbent will provide leadership and supervision to the front-line customer service technicians, citizen assistance, and revenue processing related to City services and functions. The incumbent will provide advanced-level customer service, handling both basic and escalated inquiries, as well as researching and adjusting account information. As assigned, the incumbent will supervise and serve as a leader. The incumbent resolves customer complaints and billing queries, processes changes to accounts and assists customers with other issues.
Example of Duties
Duties include, but are not limited to:
- Providing routine and advanced-level customer service, handling closing operations; basic and escalated inquiries; assists customers, departments and employees by providing information, handling requests, and researching and responding to inquiries over the telephone, email, and in-person;
- Providing customer service account support activities such as investigating and researching account information and history on accounts;
- Facilitating implementation of business and technology solutions including acceptance testing processes;
- Performing data entry; preparing reports, spreadsheets, and other documentation; performing other clerical and administrative duties, as required;
- Processing and making adjustments to customer accounts; performing billing and account reconciliation as needed.
Qualifications, Special Certifications and Licenses
MINIMUM TRAINING AND EXPERIENCE:
- Associate's degree in business, accounting, or a related field;
- Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments;
- Supervisory experience is preferred;
- An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.
PREFERRED TRAINING AND EXPERIENCE:
- Experience in Tyler cashiering and Munis financial reporting software system;
- At least two (2) years of supervisory experience;
- Microsoft Office Suite experience;
- Strong oral and written communication skills; interpersonal skills, and organizational skills;
- Bilingual is a plus.
LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:
- None required
KNOWLEDGE, SKILLS, AND ABILITIES:
Considerable knowledge on best practices in call centers; customer service policies and procedures; account reconciliation; research and auditing practices as related to customer service activities; correct money handling processes; banking/financial and credit transactions, including pulling credit card reports; correct tools to recognize counterfeit money; and cash management practices and procedures. Skill in oral, written, and interpersonal communication; conflict resolution; researching and evaluating; customer service; and people management. Ability in multi-task; listen attentively; problem solve; supervise, motivate, and develop staff; listen and understand comments/concerns; make sound decisions; and research and analyze data to resolve customer issues or concerns.
EOE M/F/D/V