ASSISTANT SUPERVISOR OF CUSTOMER SERVICE

Code: 00764 Local Competitive

Official job specification

The text below is the official specification published by the New Jersey Civil Service Commission. The plain-language summary and analysis above are derived from it by NJ Civil Service Navigator. Source: the official specification page at NJ CSC.

Definition

Under the direction of a supervisory official, assists in supervising and coordinating the activities of Customer Service Representatives engaged in receiving and handling customer complaints, requests and/or inquiries concerning the providing of public services, billings, service charges, the issuance of licenses, certificates and permits and/or other matters of a similar nature; does related work as required.

Examples of work

• Observes employee demeanor, technical accuracy, and conformity to established policies, rules, regulations, and procedures in the handling of customer complaints and inquiries.
• Assists in supervising employees engaged in receiving and resolving inquiries and complaints by customers concerning high or incorrect billings, service charges and connections, change of name and addresses, service installation, meter repairs, sidewalk and street restoration, and other problems that arise.
• Assists in supervising the preparation of forms to record customer change of address.
• Assists in supervising the handling of all customer requests concerning the turning on and off of water supply and/or electrical service and maintains a record of all such actions.
• Assists in supervising the preparation of all information and forms regarding the request and/or billings for special, final, and private readings of water and electric meters.
• Assists in supervising the processing of all checks and money orders received as payment for water, electric, and sewer billings by checking street addresses, account numbers, and trial balances so the cashier may accept them.
• Answers inquiries and gives information concerning water and electric meter readings, the manner of making computations for water and electric use, and the water and electric distribution system.
• Checks on new accounts to ensure proper billings.
• Supervises the preparation of reports.
• Assists in supervising the establishment and maintenance of essential records and files.
• May participate in the inspection of property to determine proper rate structure category and gathers needed information for the customer account.
• Ensures that records are updated so that customer is billed properly.
• May make field investigations to obtain information on new construction, subdivisions, or changes in property ownership.
• Answers questions, explains procedures, provides instructions and resolves problems concerning the completion of applications and other forms.
• Inspects tax maps to locate property lines.
• Assists in supervising the collection of payments for services, penalty, and interest charges and makes partial payment arrangements as necessary.
• Interviews applicants for water, gas and/or electric service.
• Talks with customers by phone or in person and receives orders for installation, turn-on, discontinuance, or change in services.
• Assists in supervising the determination of charges for service requested, the collection of deposits, the preparation of change of address records, and issuance of discontinuance orders.
• May adjust complaints concerning billing or service rendered, referring complaints of service failures, energy diversion, or meter tampering to designated departments for investigation.
• May visit customers at their place of residence to investigate conditions preventing completion of service connection orders, or for investigations involving meter tampering or energy diversion.
• Reviews necessary documents and files to determine causes of billing errors.
• Orders tests to detect meter malfunctions.
• Confers with customers in person, by telephone, or dictates correspondence to explain reasons for high bills.
• Prepares forms required for correction of meter reading or billing errors.
• Participates in publicity, marketing, and customer relations activities.
• Plans, organizes, and assigns the work of the organizational unit and evaluates employee performance and conduct, enabling the effective recommendation of the hiring, firing, promoting, and disciplining of subordinates.
• Assists in developing on-the-job training programs, and trains employees in the use of proper communications techniques to ensure courtesy and effective public relations.
• Conducts other on-the-job training for the purpose of cross-training and to provide all employees with equal opportunity for promotion.
• Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.

Experience

Three (3) years of experience in the receiving and handling of customer complaints and inquiries.

License

Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essential duties of the position.

Knowledge, skills and abilities

• Knowledge of customer service techniques and practices.
• Knowledge of modern office methods, practices, routines, and equipment.
• Knowledge of laws, regulations, policies, and procedures concerning the issuance of licenses, permits, and/or certifications by the agency.
• Knowledge of the methods and techniques used to locate and provide information.
• Ability to deal tactfully with customers.
• Ability to apply agency procedures in the conduct of business transactions.
• Ability to establish and maintain essential records and files.
• Ability to interview people and obtain information.
• Ability to communicate effectively with agency customers and provide accurate information.
• Ability to provide suitable instructions and work assignments to employees and evaluate their work performance.
• Ability to prepare reports and complete forms.
• Ability to record information accurately.
• Ability to recognize errors in printed material.
• Ability to interpret basic laws, rules, regulations, policies, and procedures and apply them to specific situations.
• Ability to resolve problems involving staff and the general public.
• Ability to conduct on-the-job training of staff.
• Ability to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
• Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
• Persons with mental or physical disabilities are eligible as long as they can perform essential functions of the job with or without reasonable accommodation. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.

Note

The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.