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Job Descriptions

Customer Services Supervisor


CUSTOMER SERVICES SUPERVISOR

DEFINITION:

Under general supervision, supervises and participates in the operations of the business licenses, utility billing, and accounts receivable functions of the City; implements and monitors utility billing systems and procedures; and supervises accounting office support staff Departments; and performs other job related work as required. This is a working supervisor position. This classification is assigned to the miscellaneous bargaining unit for labor relations purposes and is subject to overtime and call-back assignments.

SUPERVISION RECEIVED AND EXERCISED:

General supervision is provided by the Municipal Services Department Director. The Customer Services Supervisor supervises Account Clerk staff, Accounting Technician, and office support staff.

DISTINGUISHING CHARACTERISTICS:

This is a first level working supervisory position responsible for a discrete sub-divisional organizational component involving the accounts receivable and business licensing functions of the City. The job incumbent has responsibility for assigning, supervising, and directing the work of staff assigned to the accounts receivable and business licensing functions of the City. Duties and responsibilities are performed in accordance with law, ordinance, and City policy.

ESSENTIAL FUNCTIONS: - Duties may include, but are not limited to:

  • Plans, develops, and implements or directs the implementation of goals, objectives, policies and priorities relating to account receivables functions.
  • Administers and directs the work of accounting office support staff with responsibilities for business licenses, utility billing, and other accounts receivable functions.
  • Analyzes accounts receivable records and reports problem areas to professional accountant staff for resolution and corrective action.
  • Prepare a variety of accounting reports.
  • Schedules and oversees regular and delinquent utility billings.
  • Calculate building permit and business license charges.
  • Process changes in addresses, annexations, subdivisions that impact account receivables records.
  • Review all receipts to ensure accuracy of account and fund numbers.
  • Maintain a variety of ledgers and accounts for miscellaneous accounts.
  • Prepare bank reconciliation statements and reconcile periodic bank statements.
  • Oversee daily deposits and make necessary adjustments to reimburse petty cash account.
  • Conduct periodic studies to adjust utility rates, reconcile accounts, and ensure that all entities conducting business have a required business license.
  • Responds to sensitive citizen information requests and complaints.
  • Schedule and conduct a variety of staff meetings and conferences.
  • Supervises the activities of subordinates including employee selection, training, instruction, task assignment, work review, timely performance evaluations and administration of progressive discipline as needed.
  • Ensures close coordination with other City departments and affected outside groups.
  • Occasionally may assist with presentations before various groups, including City Council, Commissions, and professional and public meetings, as needed.
  • Answers questions; provides information to the public; recommends corrective actions; investigates, reports, documents and resolves complaints.
  • Builds and maintains respectful, positive working relationships with staff, supervisors, other City departments, outside agencies and the public using principles of good customer service; provides effective conflict resolution, as needed.
  • Models appropriate professional conduct; maintains appropriate confidentiality of sensitive information; complies with and supports City policies and procedures, labor laws, and MOU provisions.
  • Attends assigned meetings and training; interacts with outside agencies and commissions; provides leadership for teams, or committees, as needed.
  • Assures staff works in a safe manner; follows safety requirements; monitors and assures compliance with regulations and other legal requirements.
  • Perform related duties as assigned.

MINIMUM QUALIFICATIONS:

Knowledge Of:

  • Principles and practices of governmental accounting and maintenance of financial records.
  • Federal, State and local codes and ordinances relating to taxes, fees, licenses, permits and contracts.
  • Modern office practices, procedures, methods and equipment.
  • Principles of employee supervision, career development and training.
  • The concepts of word processing, micro-computer and mainframe computer applications.
  • Modern methods of records and archival management.
  • Budgeting procedures and techniques.
  • Principles and practices of supervision, staff selection, training and personnel management.
  • Safe work practices and related regulations.
  • Principles of public speaking, conflict resolution and excellent customer service.
  • Budgeting procedures and techniques.
  • Principles and practices of supervision, staff selection, training and personnel management.
  • Safe work practices and related regulations.
  • Principles of public speaking, conflict resolution and excellent customer service.

Ability To:

  • Plan, organize, direct and supervise the work of a small administrative and office support staff.
  • Develop, implement and evaluate accounts receivable accounting systems.
  • Examine and verify financial documents and reports.
  • Operate a variety of office machines and automated equipment.
  • Interpret and apply accounting rules, regulations and contract agreements.
  • Delegate authority and responsibility effectively.
  • Establish and maintain cooperative working relationships with elective officials, administration, other employees, and the general public.
  • Present ideas effectively orally and in writing.
  • Read and comprehend complex laws and regulations and initiate policies and procedures for their implementation.
  • Lead, supervise, evaluate and train personnel effectively and maintain discipline.
  • Organize, implement and supervise departmental goals and City objectives.
  • Use computer and needed programs effectively.
  • Organize, analyze, manage and implement a variety of programs.
  • Forecast and administer a budget.

EXPERIENCE AND EDUCATION

Experience:

Four years of increasingly responsible accounting support work in public utility billings, the processing of taxes, licenses, fees and permits, collections and maintenance of financial records including some lead-worker experience that would have provided the opportunity to develop the required skills, knowledge and abilities.

Education:

Equivalent to possession of an Associates Degree in Business or a related field.

LICENSE AND/OR CERTIFICATE

Possession of a valid California Driverís License in the category necessary to perform essential duties of the position may be required at the time of appointment. Individuals who do not meet this requirement due to a physical disability will be considered for accommodation on a case-by-case basis. Maintenance of a valid California Driverís license and proof of automobile liability insurance thereafter is a condition of continued employment.

PHYSICAL REQUIREMENTS:

Maintain the following physical abilities: See well enough to read instructions, read fine print, view computer screen, operate vehicle and related equipment; hear well enough to converse on the telephone and in person, assist the public and other staff; use hands and fingers for use of computer keyboard, copy machine, filing, writing, drive vehicles and answer telephone.



      For questions about City employment, please contact:

      Human Resources
      156 S. Broadway, Ste. 235
      Turlock, CA 95380-5454
      (209) 668-5540
      humanresources@turlock.ca.us
      Monday - Friday, 8AM - 5PM




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