Customer Accounts Supervisor

Job Description:

Customer Accounts Supervisor

Description

Position Description

The City of Tacoma is recruiting to establish an Eligible List for the position of Customer Accounts Supervisor, which will be used to fill vacancies in Tacoma Public Utilities (TPU) and Environmental Services (ES) as they occur for a period of one year. Both TPU and Environmental Services have a need to fill immediate vacancies on their teams.

Customer Accounts Supervisors are the first-line supervisor in the Customer Service series. Customer Accounts Supervisors are responsible for the oversight and direction of the activities and operations of a customer service section, including training and motivating subordinates in all customer services offices and functions; providing work direction and assignments and addressing and resolving customer service issues and concerns.

Essential Duties:

• Supervise and coordinate the activities of a customer service section including the processing of billings, adjustments, payments and service order requests.
  
• Supervise, provide employee development, coach, train, evaluate, and address performance concerns of assigned personnel .
  
• Coordinate with customers regarding billing problems, procedures or complaints; receive and provide information regarding customer invoices .
  
• Coordinate communications and special projects with other City department's personnel and outside organizations.
  
• Attend various meetings as assigned including billing dispute hearings.
  
• Develop and update procedures and policies for maintenance of customer billings, checking of billings and posting of daily cash payments and the investigation and adjustment of billing errors.
  
• Assist in compiling information and preparing reports for departmental budget preparation, statistical and analytical reports.
• Oversee the maintenance of records related to and services performed or billed by utilities.
• Ensure continuous process improvements throughout the division while providing leadership and direction to staff.

Qualifications

• Graduation from high school or equivalent
• 5+ years of increasingly responsible technical experience in a customer service environment
• Supervisory experience within the past 10 years

NOTE: 3 or more years as a Customer Services Representative, Lead, with the City of Tacoma or Tacoma Public Utilities, will meet the requirement of supervisory experience.

Desired Qualification
Bilingual

Licensing, Certifications and Other Legal Requirements
Depending upon assignment, a Washington State driver's license may be required.

Physical Requirements and Working Conditions
Office environment.
Responsible for dealing with escalated customer situati ons .
Depending on assignment, may require occasional local travel.

Knowledge & Skills

KNOWLEDGE AND SKILLS:

• Principles and practices of supervision and training
  
• Communicate effectively both orally and in writing
  
• Ability to de-escalate challenging situations
  
• Analyze situations accurately and adopt an effective course of action
  
• Establish and maintain cooperative and effective working relationships with others
  
• Revise and adopt work procedures and record-keeping systems
  
• Plan and organize work
  
• Meet schedules and timelines
  
• Ability to understand , apply , and explain codes, rules, regulations, policies and procedures
  
• Add, subtract, multiply and divide quickly and accurately
  
• Maintain records and prepare reports
  

Selection Process & Supplemental Information

City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.

The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Apply
Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Applicants who meet the minimum qualifications will have their supplemental question responses reviewed by a panel of subject matter experts as part of the civil service examination. Applicants who pass the examination will be placed on the eligible list for interview and hiring consideration.

Reference checks will be conducted on final candidates. Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.

Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.

Questions regarding this announcement may be directed to the Human Resources Department at 253.591.5400 before 4pm on the closing date.

The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.

Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.

Vision Coverage: For eligible employees and their eligible dependents.

Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.

Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.

Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.

Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.

Other Employment Information

Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.

Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.

Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.

Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.

Closing Date/Time: 2/10/2025 5:00 PM Pacific

Salary:

$43.92 - $53.39 Hourly