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Customer Accounts Supervisor

2 months ago

Chicago, Illinois, United States City of Chicago Full time

Position Overview:

Job Announcement

Customer Accounts Supervisor

Department: Finance

Division: Utility Billing and Customer Service

Vacancies: 1

(Additional vacancies may arise based on budget considerations)

Salary: $71,004.00 annually

Eligibility: This role is available to the general public and current city employees represented by the City’s collective bargaining agreement with the American Federation of State, County, and Municipal Employees Union - AFSCME.

Application Instructions:

To apply, please follow these steps:

  1. Ensure your profile indicates you are currently employed by the City.
  2. Provide your employee ID as indicated on your pay stub.
  3. Select your appropriate bargaining unit.

Failure to adhere to these instructions may result in your application being rejected.

Applications will be accepted until the specified deadline.

Role Responsibilities:

This position operates under general supervision and involves overseeing personnel tasked with managing customer accounts and addressing inquiries and complaints related to account transactions and activities.

Key Duties Include:

  • Supervising staff responsible for inquiries and complaints regarding billing and collection processes.
  • Providing training and guidance to staff on operational procedures and assessing their performance.
  • Organizing staff schedules to ensure adequate coverage during operational hours.
  • Implementing and monitoring adherence to operational policies and procedures.
  • Overseeing customer account activities to ensure compliance with established standards and timely resolution of complaints.
  • Assisting staff in addressing complex operational and customer service challenges.
  • Conducting research and analysis to resolve billing discrepancies at the account level.
  • Preparing reports and correspondence, including detailed billing analyses.
  • Compiling and analyzing data for programmatic and administrative reporting.
  • Communicating management directives and policies to staff.
  • Participating in special projects and studies, preparing reports on findings.
  • Evaluating office processes and recommending improvements for efficiency.
  • Delivering exceptional customer service through effective communication.
  • Assisting management with account reviews and documentation for inquiries.
  • Reviewing documentation to ascertain customer property types and ownership.

Additional responsibilities may be assigned as necessary.

Work Location: Department of Finance

Work Schedule: Monday to Friday, 8:30 AM to 4:30 PM

Career Service Status: This position is part of the career service.

Qualifications:

A minimum of five years of experience in billing, collections, or account management, or an equivalent combination of education and experience is required.

Preferred Qualifications:

  • Prior supervisory experience in a financial setting, including staff training and evaluation.
  • Bachelor's degree.
  • Experience with data reconciliation, including bank or account reconciliation, or billing in a utility context.
  • Familiarity with Customer Information Systems (CIS), such as Banner.
  • Customer service experience.
  • Proficiency in Microsoft Office Suite.

Selection Process:

Applicants will undergo an interview process that may include a written exercise and/or skills assessment. Candidates will be selected based on their qualifications and performance during the interview.

Commitment to Diversity:

The City of Chicago is dedicated to promoting diversity in hiring practices and provides preference to qualified applicants who are veterans, residents of socio-economically disadvantaged areas, or graduates of Chicago Public Schools.

Equal Opportunity Employer:

The City of Chicago is an Equal Employment Opportunity and Military Friendly Employer.