Customer Service Supervisor

Customer Service Supervisor

The current vacancies are in the Business Services and Solid Waste Departments; however, this recruitment will also be used to create a Citywide list to fill future vacancies.

A Customer Service Supervisor is responsible for supervising the operations of one of the following functional areas : Main and East Valley Business Office, Contact Center and the Unattended Payment Center, Account Maintenance and Billing, Credit Services, or Environmental Management and Sustainability Customer Service Section. This supervision includes measuring and evaluating work performance, developing training schedules and guidelines, prioritizing, and delegating essential tasks, developing work schedules, and interviewing / hiring / terminating staff. The work of a Customer Service Supervisor includes dealing directly with the public in person, by telephone, or by written correspondence; establishing and disconnecting water, gas, and / or electric or solid waste service for City utility customers; receiving and tabulating payments for utility services; and balancing a cash drawer. The Credit Service Section includes collecting on delinquent utility accounts, disconnecting and reconnecting utility services, determining customer payment extensions, and researching previous payment histories. Knowledge and application of the Fair Debt Act, business law practices, and bankruptcy codes pertaining to utility accounts are essential for this position.

A Customer Service Supervisor in the Credit Service assignment supervises a team of Utility Credit Counselors who regularly handle high-stress, escalated customer interactions and complex financial situations. The Supervisor provides guidance on handling returned payments, utility disconnections, financial hardship cases, and must demonstrate strong judgment and emotional intelligence in managing both customers and staff. This position also supervises Senior Revenue Collection Officers who manage commercial utility accounts and large-balance collections. The Supervisor is expected to support staff in handling complex billing scenarios, high-dollar delinquencies, and professional communications with business customers.

Incumbents in this class have full supervisory responsibility over a staff of customer service administrative support personnel. A Customer Service Supervisor exercises considerable discretion and judgment in investigating, analyzing, and resolving the complex and / or sensitive inquiries or complaints referred by staff. Work is performed with considerable independence under the general supervision of either the Customer Information System (CIS) Administrator, the Business Licensing and Revenue Collections Administrator in Business Services, or the Solid Waste Business and Programs Administrator in Environmental Management and Sustainability, who evaluates work on the basis of observation and results achieved. This class is FLSA exempt-administrative. Please refer to the link below for the full job description and additional information regarding assignments, preferred qualifications, and essential functions.

All employees of the City of Mesa are expected to uphold and exhibit the City's shared employee values of Knowledge, Respect, and Integrity. Minimum Qualifications Required. Any combination of training, education, and experience equivalent to graduation from an accredited college or university with an Associate's Degree in Business Administration or related field. Extensive (5+ years) experience performing customer service functions such as meter reading, field services, customer billing, cash remittance processing, call center operations, business office operations, credit and collections, customer correspondence, or customer account management. Graduation from an accredited college or university with a Bachelor's Degree in Business Administration, Public Administration, or related field is preferred. Extensive (5+ years) customer service or public contact work with an emphasis on explanation of policies and procedures and the resolution of customer and office related problems and complaints is preferred. Considerable (3 - 5 years) supervisory experience is highly desirable.