UTILITY CUSTOMER SERVICE SUPERVISOR

Job Description:

UTILITY CUSTOMER SERVICE SUPERVISOR

Description

Position Scope

Our Vision: We aspire to be the community of limitless possibilities.

Our Mission is to provide exceptional services for a safe, thriving community, while honoring our history and innovating for the future.

Embrace the New - Do Right - Lend a Hand - Find a Way - Enjoy our Work - Celebrate Uniqueness

Our Benefits
The City of Buckeye provides an extensive benefits package designed to support the well-being of our employees. This includes health, dental, vision, life, pet insurance, as well as wellness incentives. Coverage begins the first day of the month following the start of your employment.

Vacation & Sick Leave

At the City of Buckeye, we understand the vital role that vacation time plays in supporting the mental, physical, and emotional well-being of our employees. Vacation and sick leave accruals begin on the first day of employment and may be used upon accrual. Additionally, employees receive credit towards vacation leave accruals for years of service with other public sector retirement systems nationwide (not including Federal service).

Holidays

The City of Buckeye observes eleven holidays per year: New Years Day, Martin Luther King Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veteran's Day, Thanksgiving and the day after Thanksgiving, and Christmas Day.

Retirement
This position participates in the Arizona State Retirement System (ASRS). Contribution is mandatory, and the current contribution rate is 12%, per fiscal year.

Primary Duties and Responsibilities

GENERAL PURPOSE: Under general supervision, supervises the utility customer service staff and manages the day-to-day operations of the utility customer service functions.

PRIMARY DUTIES AND RESPONSIBILITIES:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Supervises, directs, and evaluates assigned Utilities Customer Service staff.
• Participates in the accomplishment of organizational, departmental and workgroup goals and objectives.
• Oversees the training of the Utilities Customer Service call center and cashiering staff.
• Plans and manages the day-to-day operations of the utility customer service functions; assists in implementing operating policies and procedures; assigns work; monitors operations; evaluates processes; and implements changes as needed to improve workflow and productivity.
• Prepares and updates public informational material related to utility customer services, works with the Administrative Manager or designee to prepare analytical and statistical reports for monitoring of operational effectiveness and efficiencies.
• Establishes and maintains a customer service-related orientation with the utility billing unit; communicates with others to maximize the effectiveness and efficiency of inter- departmental operations and maintains productive working relationships.
• Supervises and oversees the establishment and maintenance of customer accounts, the collection and documentation in person and mailed in account payments, and the provision of information and assistance to customers.
• Oversees the activation and disconnection of utility services.
• Maintains department customer service standards and metrics; ensures customers receive timely assistance and accurate information; receives and responds to complaints and requests for information; investigates and resolves difficult customer complaints and concerns; and authorizes account adjustments as necessary.
• Establishes effective working relationships with other departments, field personnel, public works and IT and coordinates activities with other departments as needed; participates on committees and taskforces as assigned.
• Assists in the preparation of the unit’s annual budget by recommending changes to the existing budget allocation and preparing written justification for supplemental requests.
• Performs other duties as assigned.

Minimum Qualifications & Position Requirements

Education and Experience: Bachelor's degree in business management or related field and three (3) years of progressively responsible billing and customer service experience; OR equivalent combination of education and experience.

Necessary Knowledge, Skills and Abilities:

Knowledge of:

• City policies and procedures

Skill in & Ability to:

• Evaluate, audit, deduce, and/or assess data using established criteria. Includes exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.
• Perform in a supervisory capacity.
• Utilize a wide variety of reference, descriptive, and/or advisory data and information.
• Perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.
• Apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
• Exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
• Operating a personal computer utilizing a variety of software.
• Communicate effectively both verbally and in writing.
• Establish and maintain positive, effective working relationships with those contacted in the performance of work.

12-Month Goals:

• Gain proficiency in key systems and software, including Tyler Munis, Tyler Cashiering, Itron Meter Reading, and Call Reporting/Routing tools to support day-to-day operations and troubleshoot issues effectively.
• Build strong working knowledge of customer service protocols, including handling escalated billing inquiries, service requests, and conflict resolution to support front-line staff and ensure a high level of customer satisfaction.
• Learn and apply cash handling procedures, including payment processing, reconciliation, and daily balancing, to ensure compliance with internal controls and audit standards.
• Develop and implement a staff training program focused on billing knowledge, conflict resolution, and system proficiency (e.g., Tyler Munis, Itron), to ensure consistent, high-quality service across the team.

Additional Information

Special Requirements: None

Physical Demands / Work Environment: Standard office environment.

Reports To: Utility Billing Supervisor
Supervision Exercised: Customer Service staff
FLSA Status: Exempt

EQUAL EMPLOYMENT OPPORTUNITY: It is the policy of the city to provide employment opportunities to all persons based solely on ability, regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or disability.

Employee Benefits & Wellness

The City offers a comprehensive benefits package to full-time classified and management employees. Part-time classified employees may be eligible for select benefits where defined.

For complete Benefit Plan & Wellness Information, please visit the City website at:
Benefits & Wellness

City benefit plans are subject to change at any time.

Closing Date/Time: 7/21/2025 11:59 PM Mountain

Salary:

$68,723.20 - $85,841.60 Annually