Customer Service Supervisor

Customer Services Supervisor 

Are you passionate about delivering exceptional customer service, billing support and leading a team to Concord's utility customers? The Concord Municipal Light Plant is seeking a Customer Service Supervisor to manage our in-office Customer Service team here in Concord, MA. In this role, you will ensure our customers receive professional, courteous support and oversee billing, collections, and customer inquiries. You’ll play a key part in developing policies, mentoring staff, and driving process improvements that enhance service quality and operational efficiency.

GENERAL SUMMARY: 

Under the general direction of the Customer Service Manager, manages the Utility Customer Service team to provide the highest quality service to town utility customers. Performs varied and responsible duties requiring a thorough knowledge of departmental operations and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures. Incumbent is called upon to handle a significant amount of details, each varying from the other in substance and content, requiring flexibility in approach to workload. 

ESSENTIAL JOB FUNCTIONS: 

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis. 

• Responsible through staff for ensuring that customers and end users receive professional, courteous support with regard to all services and products provided. 

• Investigates and resolves customer complaints and inquiries.  

• Responsible for the receipt and processing of customer payments at CMLP. 

• Develops, implements, and supports policies and procedures that ensure the quality of the customer support function. 

• Provides training to customer service and other staff as required. 

• Acts as customer service interface with other departments or divisions. 

• Conducts regular outreach and benchmarking with other municipal utilities regarding policies, procedures, and DPU regulation changes and updates. 

• Identifies and improves business processes that leverage technology and utility systems; develops protocols and procedures to enhance effectiveness of services provided. 

• Manages billing and collection processes for town utilities. 

• Investigates and finds solutions to problems that occur within the billing process and re-billing process when required. 

• Serves as a point of contact for public inquiries both in person and by telephone; provides information about municipal operations; answers questions about procedural requirements for accounts and other official documents. 

• Supervises office outage operations to provide telephone support during outages and other emergency situations. 

• Tests new programming (e.g. new rates, accounts, letter templates, services) and areas within the system software to ensure proper billing, reporting and seamless implementation for users. 

• Works with other town departments to streamline and automate processes to affect cost savings and produce greater efficiencies. 

• Creates ad hoc and customized reports for management and end users of the software.  

• Specialist for customer information and billing systems, payment processing, interfaces between town utilities and related functions. 

• Maintains up-to-date knowledge of system updates and new functionality and in the point person for utility enterprise solutions. 

• Performs special projects and related responsibilities as initiated and requested. 

• Performs other related duties as required, directed or as the situation dictates. 

• Regular attendance and punctuality at the workplace is required. 

SUPERVISORY RESPONSIBILITY: 

• Manages the day-to-day operations of the Utility Customer Service team; billing and collections functions, time and attendance, and staff training and development.  Carries out supervisory responsibilities in accordance with Concord’s policies and applicable laws. Responsibilities include interviewing and training employees, appraising performance, resolving problems and providing the Customer Service Administrator with recommendations concerning employee training and remedial actions. 

EDUCATION & EXPERIENCE: 

• Bachelor’s degree in related field with four or more years of progressively responsible experience, including at least two years in supervision or an equivalent combination of education and experience.  

KNOWLEDGE, SKILLS & ABILITIES: 

• Demonstrated customer service management skills and ability to effectively lead Customer Service staff. 

• Ability to analyze complex issues and to develop relevant and realistic plans, programs and recommendations. 

• Expert knowledge of regulations, codes, policies and procedures relevant to the department, division and/or to general public utility administration/management.  

• Ability to recognize organization-wide priorities and work cooperatively to support their accomplishment for the department or division. 

• Ability to communicate effectively and tactfully with the public, co-workers, other employees, departments, officials and other agencies. 

WORKING CONDITIONS & PHYSICAL DEMANDS: 

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis. 

May be required to work extended shifts, weekends and overnight hours when the office is staffed 24 hours a day during emergency operations. Work may involve travel to meetings and other communities. 

Normal office environment, not subject to extreme variations of temperature, noise, odors, etc. Majority of work is performed in a moderately noisy work environment, with constant interruptions. Frequently subjected to the demands of other individuals and the volume and /or rapidity with which tasks must be accomplished.  Regularly uses computer keyboards requiring eye-hand coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required. 

Operates computer, printer, video display terminal, calculator, telephone, copier, facsimile machine and all other standard office equipment requiring eye-hand coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. 

This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.