Reports to: Customer Service Manager   Class Code: 3770

Pay Grade: 108                                           FLSA: Exempt

HOURLY WAGE: $37.21 ~ 44.65

NATURE OF WORK

Serves the public with administrative and public relations work in supervising and coordinating customer service functions and activities within the Customer Service Division of the Finance Department.

DISTINGUISHING FEATURES

Work involves responsibility for supervising customer service functions and activities.  Duties include supervising and assisting Customer Service Representatives, Team Leads and Meter Readers engaged in receiving requests for water and rubbish accounts; entering and scheduling service orders; receiving and answering customer inquiries and handling escalated calls; investigating and resolving service and billing complaints. An employee in this class must have considerable knowledge of customer service functions and activities and must possess good interpersonal and public relations skills.

ESSENTIAL FUNCTIONS (These essential duties are only illustrative.)

Supervises customer service functions and activities within the Customer Service Center, and ensures work is completed by planning, organizing and prioritizing work assignments.

Work in collaboration with peers and management to communicate information, policies and procedures to CSRs and other City staff.

Assigns, supervises, coordinates and evaluates the work of subordinate employees; reviews completed work orders and provides training and guidance; initiates disciplinary action as necessary.

Motivate and encourage CSRs through positive communication and feedback

Monitor queue and track calls. Ensure CSRs are logged on the phones when needed in order to have appropriate coverage

Handle escalated calls and provide resolution to customer’s concerns while maintaining a good attitude and representing the City of Rockford in a positive manner

Maintain files and records, including tracking daily attendance and reviewing Nova time payroll system.

Prepares FOIA requests for the Customer Service Section; monitors general website requests, answers departmental inquiries and forward messages to other departments for resolution. 

Ensures that customer service functions and activities comply with all applicable ordinances, codes, regulations, policies and procedures.

Performs related duties as required or assigned

Maintains reasonable and predictable attendance.

SUPERVISION RECEIVED

Work is performed under general supervision of the Customer Service Manager who allows considerable latitude and independence in making decisions and carrying out essential tasks and assignments to completion.  Work is reviewed periodically for adherence to policies and procedures, for timely accomplishments of tasks, and for overall results achieved, and the degree to which work meets established work standards.

SUPERVISION EXERCISED

Employee exercises supervision over meter readers, and customer service representatives engaged in carrying out the various functions and requirements of their respective positions.  Supervisory responsibilities include scheduling, assigning and evaluating work, establishing work priorities, resolving personnel and work-related problems and issues, recommending disciplinary actions, and performing other supervisory duties.

WORKING CONDITIONS & PHYSICAL DEMANDS

Work is performed primarily in an office setting, although work activities frequently require travel to other facilities and work sites throughout the city to attend meetings and conferences, and to review work in progress.  Work exposes employee to everyday risks that require normal safety precautions.  Work is primarily sedentary in nature and activities require sitting, standing, walking, bending, climbing stairs, lifting, moving and carrying light objects, using arms hands and fingers to operate office equipment, personal computer, or as assigned.

SUCCESS FACTORS (KSAs)

Considerable knowledge of public relations methods, techniques, principles and practices.

Considerable knowledge of the ordinances, codes, regulations, policies and procedures relating to customer service functions and activities.

Knowledge of supervisory principles and practices, and their application to customer service functions and activities.

Knowledge of modern office principles and practices.

Skill in prioritizing, scheduling, directing and coordinating customer service functions and activities.

Skill in the operation of computers, computer databases, and related software.

Ability to assign, supervise and evaluate the work of subordinate employees.

Ability to prepare concise and accurate reports, and to maintain files and records.

Ability to communicate effectively, both orally and in writing.

Ability to answer inquiries and resolve complaints in an effective, tactful, courteous manner. 

Ability to establish and maintain effective working relationships with superiors, subordinates, employees of other city departments, City officials, contractors, vendors and the general public.

EDUCATION, TRAINING & EXPERIENCE

Graduation from an accredited two-year college or university with major course work in Public Administration, Business Administration, Marketing or a related discipline. Bachelor’s degree preferred.   Five years of experience as a customer service representative, two years of which must have been in a supervisory or lead worker capacity, or related experience, which provides the knowledge, abilities and skills required by the position.  Any satisfactory equivalent combination of experience and training, which ensures the ability to perform the work may be submitted for required experience.

NECESSARY SPECIAL REQUIREMENTS

Possession of a valid Illinois Driver’s License.

Residency Requirement: 

All employees (except Police and Fire) shall reside anywhere in Winnebago County or anywhere within fifteen (15) miles of the Rockford City Hall within six (6) months of completion of their introductory period, department heads and City Administrator shall live within the municipal boundaries of the City of Rockford within six (6) months of their completion of their introductory period.