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Customer Accounts Management Supervisor

2 months ago

Chicago, Illinois, United States City of Chicago Full time
Job Overview Position Title: Customer Accounts Management Supervisor

Department: Finance

Division: Utility Billing and Customer Service

Vacancies: 1 (Additional positions may be available based on budget considerations)

Annual Salary: $71,004.00

This role is accessible to the general public as well as all current city personnel who are part of the collective bargaining agreement with the American Federation of State, County, and Municipal Employees Union - AFSCME.

APPLICATION INSTRUCTIONS:

1. Ensure to check the box on your profile indicating "Currently employed by the City of Chicago"

2. Provide your employee ID from your pay stub

3. Select your appropriate bargaining unit

NOTE: Failure to adhere to these instructions may lead to your application being rejected.

Applications will be accepted until the specified closing time.

Key Responsibilities:

Under general supervision, this position oversees a team responsible for managing customer accounts and addressing inquiries and complaints related to account transactions and activities.

Primary Duties Include:

  • Supervising staff engaged in handling inquiries and complaints regarding billing and collection activities.
  • Providing training and guidance to team members on operational procedures and assessing their performance.
  • Organizing staff schedules to ensure adequate coverage during operational hours.
  • Implementing and enforcing operational policies and standards.
  • Monitoring account activities to ensure compliance with established standards and timely resolution of complaints.
  • Assisting team members in resolving complex customer service issues.
  • Conducting research and analysis to address billing discrepancies and escalating issues to management when necessary.
  • Preparing reports and documentation, including detailed billing analyses.
  • Compiling and analyzing data for administrative reports.
  • Communicating management directives and policies to staff.
  • Participating in special projects and studies, preparing reports on findings.
  • Recommending process improvements to enhance operational efficiency.
  • Delivering exceptional customer service through effective communication.
  • Assisting management with documentation for compliance inquiries.
  • Reviewing customer documentation to ascertain property type and ownership.
  • Additional responsibilities may be assigned as needed.

Work Location: Department of Finance

Work Schedule: Monday to Friday

Working Hours: 8:30 AM to 4:30 PM

Career Service Position

Qualifications

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

Preferred Qualifications:

  • Previous supervisory experience in a financial setting, including staff training and evaluation.
  • Bachelor's degree.
  • Experience with data reconciliation, including bank or account reconciliation.
  • Familiarity with Customer Information Systems (CIS).
  • Prior 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 fostering a diverse workforce and encourages applicants from various backgrounds to apply.

City of Chicago

Brandon Johnson, Mayor