SUPERVISOR OF CUSTOMER SERVICE

Code: 03999 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 direction, supervises and coordinates 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 employees= demeanor, technical accuracy and conformity to established policies, rules, regulations and procedures in the handling of customer complaints and inquiries.
• Supervises 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.
• Supervises the preparation of forms for change of address of customer for data processing.
• Supervises the handling of all customer requests concerning turn on and off of water supply and/or electric service and maintains a record of all such actions.
• Supervises the preparation of all information and forms regarding the request and/or billings for special, final and private reading of water and electric meters.
• Supervises 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 insure proper billings.
• Supervises the preparation of suitable reports.
• Supervises the establishment and maintenance of needed records and files.
• Supervises the conducting of field inspections of water, sewer and/or electric lines and connections as the result of customer complaints in order to insure that property is being billed properly according to rate structure.
• Supervises the inspection of property to determine proper rate structure category and gathers needed information for the customer account.
• Sees 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 and may inspect property for proper utility installation and connections.
• Supervises 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.
• Supervises the determination of charges for service requested, the collection of deposits, the preparation of change of address records and the 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 meter books, microfilm, computer printouts and machine accounting records for errors causing high bills.
• 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.
• Prepares performance evaluative reports on Customer Service Representative and other employees assigned to the unit.
• Develops on-the-job training programs and tans employees in the use of propr communications techniques to insure 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.
• Gives work assignments and instructions to employees that are consistent with established staffing requirements and work flow procedures.
• 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

Four (4) 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 the regulations and procedures dealing with the billing, computing charges and making connections relative to water, sewer and/or electric utility services.
• Knowledge of utility rate structure.
• Knowledge of the regulations pertaining to the installation, connection and discontinuance of utility services.
• Knowledge of the records and procedures involved in recording payments for utility services and interest and penalty charges.
• Knowledge of the methods involved in recording meter readings and in calculating water and/or electric consumption.
• Knowledge of office methods, practices, routines, machines and equipment and of the internal organization, personnel, resource scheduling, functions and established regulations, policies and procedures.
• Knowledge of the problems encountered in planning a complex customer sensitive service program, in organizing work and in developing effective work procedures.
• Knowledge of techniques in communicating effectively and courteously with the public.
• Knowledge of modern filing systems and business and office equipment machines and their advantages and limitations.
• Ability to deal tactfully with the varied types of persons who have complaints about their billings or who are delinquent in their payments.
• Ability to analyze and interpret properly the procedures relating to the collection of utility payments, penalty and interest charges, partial payments and investigative charges for meter tapering and energy diversion.
• Ability to take and maintain a firm correct stand when controversies arise, and deal with hostile individuals.
• Ability to establish and maintain needed records and files.
• Ability to interview people and compile information.
• Ability to communicate effectively with different kinds of people and to provide them with proper information.
• Ability to give suitable instructions and work assignments to employees and evaluate their work performance.
• Ability to prepare reports and complete forms.
• Ability to record numerical or other information accurately.
• Ability to recognize errors in printed material.
• Ability to interpret basic laws, rules, regulations, polices and procedures.
• Ability to resolve problems involving staff and the general public.
• Ability to conduct on the job training of staff.
• Ability to utilize various types of electric and/or manual recording and information systems used by the agency, office or related units.
• Ability to read, write, speak, understand and communicate in English sufficiently to perform duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communications.
• Persons with mental or physical disabilities are eligible as long as they can perform essential functions of the job after reasonable accommodation is made to their known limitations. 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.