Customer Service Supervisor - Utility Billing Office Print (https://www.governmentjobs.com/careers/charlottesville/jobs/newprint/5025423) Apply  Customer Service Supervisor - Utility Billing Office Salary $68,993.60 - $88,379.20 Annually Location Charlottesville (22902), VA Job Type Regular Full-Time Job Number 250700017 Department Finance Department Division Utility Billing Office Opening Date 07/30/2025 Closing Date 8/18/2025 5:00 PM Eastern Bargaining Unit N/A + Description + Benefits + Questions General Summary The Customer Service Supervisor with the City's Utility Billing Office performs responsible administrative and complex technical and financial work to support, coordinate, and supervise the customer service staff that work directly with customers in the processing of payments to the city. Works under the limited supervision of management staff based on assigned operational department. To learn more about the Utility Billing Office and its operations, please visit: https://www.charlottesville.gov/602/Utility-Billing The preferred hiring range for this position is between $33.17 - $42.49 a n hour ( $68,993.60 - $88,379.20 Annually). Starting offer is based on applicable education, experience, and internal equity. This is a full-time, non-exempt, position which provides excellent benefits including 13 paid holidays plus 1 floating holiday, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, City's retirement options, gym membership reimbursement, tuition reimbursement, and continuing education/training opportunities. + For a general summary of benefits offered by the City, please click the 'benefits' tab on this posting, or visit https://www.charlottesville.gov/1047/Employee-Benefits. + The City of Charlottesville manages its own retirement system which offers both a defined benefit and a defined contribution option. While the City does not participate in VRS, the City has a Portability Agreement with VRS and there are certain provisions that must be met. For questions pertaining to the Portability Agreement, please contact the City's Benefits Administrator at 434-970-3462. Essential Responsibilities and Duties To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions. The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time. + Establishes, amends, and/or reinstates utility services as appropriate. + Participates in the accurate collection, research, and posting of payments related to utility accounts. + Checks, updates, and files financial data, deposits, and fees. + Maintains varied utility billing financial and statistical records and compiles reports. + Supervises and problem solves daily functions and activities of the Customer Service counter and related programs. + Supervises, monitors, trains, coaches, evaluates, and directs the work of assigned staff; provides input on hiring and disciplinary action to subordinate employees in accordance with established personnel policy and procedures. + Oversees, reviews, and audits the processing of customer payments to ensure accuracy and compliance. + Discusses and responds to customers in person, by phone, or by email with complaints or questions concerning City services and programs. Ensures timely and courteous responses to citizen questions or concerns. Manages difficult and specialized situations involving upset or difficult customers. + Provides assistance to the public with payments, understanding billing, account information, and records in person, by email, and by telephone and trains support staff in assigned programs. + Operates computer in updating customer account information. + Develops, implements, and supervises customer service programs, procedures, and staff. + Conducts systematic reviews of program activities to improve operations. + Evaluates customer service policies and procedures to ensure compliance with City codes and regulations and applicable State, and Federal laws and regulations. + Prepares monthly reports on customer service activities and related statistics. + Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time. + Regular and reliable attendance. Other Duties + Performs additional duties to support operational requirements as apparent or assigned. Education, Experience and Skills Education and Experience: Candidates may qualify by demonstrating the required knowledge and skills outlined for the job through experience(s) other than formal education. + Associate degree in business, finance, accounting, sociology, or related field AND 3 years of customer service experience. OR + High School diploma or GED AND 5 years of customer service experience. OR + An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above. Certifications/Licenses/Other Requirements: + Required to successfully pass a pre-employment background check and pre-employment drug screen. Preferred: + Previous experience in a supervisory role. + Current related certification(s) and working knowledge of applicable programs and transactions. Knowledge, Skills, Abilities and Other Characteristics: Job Knowledge + Comprehensive knowledge of applicable City, state and federal ordinances, policies, and procedures related to fee collections and/or tax collections. + Thorough knowledge of customer service methods, procedures, and principles, as well as departmental procedures and policies. + Thorough knowledge of policies and practices of cash handling, internal controls, reconciliation and general accounting principles. + Through knowledge billing and cashiering software systems; as well as standard database programs and Microsoft Office applications. + Knowledge of effective office operations and personnel management. Reading + Intermediate: ability to read and understand written materials such as judicial rulings, multi-step instruction manuals, legal materials, and reference materials. Writing + Intermediate: ability to organize data and write clear and concise reports, prepare materials such as business letters, explanations, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Math + Intermediate: ability to deal with number systems; simple formulas, practical application of fractions, percentages, ratios/proportions and measurement. Ability to perform mathematical computations with speed and accuracy. Ability to audit the work of others and recognize errors in one's own work. Communication Skills + Intermediate: Establishes and maintains effective working relationships with City staff, officials, vendors and the public. Provides and receives complex information. Communicates orally and in writing interacting with diverse groups and individuals. Understands and maintains safeguards for sensitive and confidential information. May include interactions that involve stressful, negative situations requiring high levels of tact and the ability to diffuse aggressive behavior and reach consensus. Elements of persuasion may be necessary to gain cooperation and understanding. Independence and Decision-Making + Requires Limited Direction: normally completes work according to their own judgment, requesting supervisory assistance occasionally. Special projects are managed with little oversight and assignments may be reviewed upon completion. Performance reviewed periodically. Technical Skills + Skilled: comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the assigned and apparent job responsibilities. Proficiency in the use of a computer, Microsoft Office applications, accounting software, cashiering systems, and effectively use the agency's systems and software. Ability to problem solve with strong research skills. Troubleshoots and resolves financial system questions. Fiscal Responsibilities + Completes research for documents, compiles data for computer entry, and/or enters or oversees data entry. Has responsibility for monitoring budget/fiscal expenditures for a work unit of less than department size, programs, activities, projects or small organizational units. Supervisory Responsibilities + Supervises and monitors performance for a regular group of employees. Provides input on hiring, discipline, work objectives/goals, performance evaluation and work assignments. Other Characteristics + Excellent customer service skills. + Organization and time management skills, sometimes under strict time constraints. + Frequent change of tasks. + Performing multiple tasks simultaneously. + Constant interruptions and requests for service. + Working closely with others as part of a team. + Work effectively with sensitive and confidential information. + May require dealing with angry, frustrated and/or upset individuals. Physical Conditions & Additional Information Physical Demands: + Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects. + Remains in a stationary position to a significant degree. + Must be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. + Ability to observe details at close range (within a few feet of the observer). Machines, Tools, Equipment, Software and Hardware: + Typically requires use of standard office equipment and telephone, and related software and hardware; and any other equipment as appropriate or as assigned. Work Environment: + Work is performed in an office environment where there may be exposure to computer screen for extended periods of time, monitor glare, and dust. + The noise level is usually moderate. The City of Charlottesville is an Equal Opportunity Employer and supports workforce diversity at all levels of the organization. The City prohibits discrimination on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by federal, state or local laws. The City is dedicated to this with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment. Requests for reasonable accommodation by individuals with disabilities may be requested by contacting Human Resources at (434) 970-3490 or hr@charlottesville.gov. The City of Charlottesville conducts job related background checks, reference checks, and pre-employment drug tests, in accordance with federal, state, and local law, of applicants who reach the final stages of the employment selection process. The City’s policy has not changed because of the decriminalization of marijuana in the Commonwealth of Virginia. Marijuana remains an illegal drug under federal law, and it continues to be a violation of the US Department of Transportation regulations and the City’s policy prohibiting employees from testing positive for marijuana. SUMMARY OF EMPLOYEE BENEFITS Updated July 1, 2022 Benefits cited represent those for regular 40-hour employees and may differ for Management Level, Part-Time, and/or Library positions. Long-term temporary employees are eligible for all benefits except retirement. Interns, temporary, seasonal, substitute, and relief employees are not eligible for benefits. 1. LEAVE: + Vacation: + 3.09 hours accrued biweekly -- 0 - <3 years + 3.85 hours accrued biweekly -- 3 - <5 years + 4.62 hours accrued biweekly -- 5 - <10 years + 5.40 hours accrued biweekly -- 10 - <15 years + 6.16 hours accrued biweekly -- 15 - <20 years + 6.93 hours accrued biweekly -- 20 - <25 years + 7.70 hours accrued biweekly -- 25+ years + Sick: + 4.62 hours per biweekly pay period, approximately 120 hours a years, no limit on accumulation + Holidays: + 14 paid holidays per calendar year (13 observed and 1 floating) 2. INSURANCE: + Aetna Medical – + Choose from three options with different premiums and levels of coverage and coverage is effective on the first of the month following date of hire: + HMO: $0 premium for employee only coverage + POS 1: Employee-only premium of $36.28 per biweekly pay + POS 2: Employee-only premium of $13.02 per biweekly pay + (Dependent coverage is available but the cost of the premium is not subsidized.) + Prescription Card ($10 generic, $30 lower cost name brand, $55 higher cost name brand) + Mail Order Maintenance Prescription Drug Program ($20 generic, $60 lower cost name brand, $110 higher cost brand) + Dental (Delta Dental) + No cost for employee only coverage. Dependent coverage is available but the cost of the premium is not subsidized. + Diagnosis and Preventive -- 100% of allowable charge; Basic Dental Care - 80%; Major Dental Care - 50% + Primary -- $50 deductible, 80/20 + Prosthetic & Complex Restorative -- $50 deductible, 50/50 + $1,500 maximum annual benefit + $1,000 Orthodontic Benefit + MetLife Vision Plan: Optional + Employee only coverage: $2.50 bi-weekly; Dependent coverage also available at differing rates. + Eye health exam, dilatation, prescription and refraction of glasses covered after $10 co-pay; + $130 allowance for frames, after co-pay, plus additional discounts where accepted. + Life: + Two times annual salary (paid by the City) + Optional supplemental life available for employee, spouse, dependents (paid by employee) + AFLAC: Optional + Cancer/accident/short term disability/intensive care insurance (paid by employee) + Long Term Disability + Protection from income loss due to long-term illness or injury (paid by the City) 3. RETIREMENT: The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS. There are certain provisions that must be met and the portability request must be executed within 18 months of vesting in the City's Plan. + Pension: + Choose from two options: + A Defined Benefit Pension plan pays a monthly benefit in retirement using a defined formula based on the employee's earnings history, tenure of service, and age. Our plan has a 5 year vesting period and an employee contribution of 5% of salary. + A Defined Contribution 401a plan in which fixed contributions are paid into an individual's account by the employer, the contributions are invested, returns (positive or negative) are credited to the account, and the account balance is used to provide retirement benefits. The vesting schedule for our 401a plan is 33% after one year of service, 67% after two years of service, and 100% after three years of service. There is no required contribution from salary. (Note that: the Defined Contribution retirement plan is the only plan available for Library employees) + Supplemental: + Deferred Compensation (457) - employee contribution 4. OTHER BENEFITS: + Flexible Spending Accounts: + Health Care Expenses + Dependent Care Expenses + Parking/Mass Transit Expenses + Parking Subsidy of $50 per month + Wellness Programs: + Gym Reimbursement Program + Monthly On-Site Nurse and Annual Flu Shots + Health Screenings and Fairs, Education Sessions, & Weekly Fitness Classes + Weight Watchers at Work + Bike Commuter Program: + Reimbursement of up to $20 per month for reasonable bike commuting expenses + Employee Assistance Program: + A variety of confidential, personal professional services for you and your family available 24 hours a day. + Tuition Reimbursement Program: + Up to $1,500 for undergraduate OR Up to $3,000 for graduate level tuition per fiscal year per employee. 01 Please indicate your level of Customer Service experience: (Must be verifiable in reference to the Work History section on your online application.) + Less than Three (3) years of experience. + Three (3) to less than Five (5) years of experience. + Five (5) to less than Seven (7) years of experience. + Seven (7) years or greater. 02 Please indicate your highest level of education below: (Must be verifiable in reference to the Education History section on your online application.) + Bachelor's Degree or higher in business, finance, accounting, sociology, or related field. + Associate's Degree in business, finance, accounting, sociology, or related field. + High School Diploma or GED. + None of the above. 03 Briefly describe your customer service experience as it relates to the role. If no experience, please write 'None.' 04 Do you have previous supervisory experience? (Must be verifiable in reference to the Work History section on your application.) + Yes + No 05 To be considered, qualifying education and experience, including City of Charlottesville employment, must be clearly documented in the education, work history, and additional information sections of the employment application. Resumes can be attached but should not be used as a substitute for the required information on the application. I understand that an attached resume may not be accepted in place of a completed employment application and that my qualifications should be stated on the employment application itself. + Yes + No 06 I certify that the information above is true and correct, and I certify that it can be verified with reference to the information in my basic application. I understand that my application may be rejected if the responses to supplemental questions do not match my basic application. + Yes + No Required Question Employer City of Charlottesville Address P. O. Box 911 605 East Main Street Charlottesville, Virginia, 22902 Phone (434) 970-3490 Website http://www.charlottesville.gov/jobs