Job Specification
ASSISTANT SUPERVISOR OF CUSTOMER SERVICE
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.
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.
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.
REQUIREMENTS:
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 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.
This job specification is applicable to the following title code: | | Job
Spec
Code | Variant | State,
Local or
Common | Class of
Service | Work
Week | State
Class
Code | Local
Class
Code | Salary
Range | Note | | 00764 | | L | C | | N/A | 08 | | - |
This job specification is for local government use only.
Salary range is only applicable to state government.
Local salaries are established by individual local jurisdictions.
5/24/2013 |
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