Finance Supervisor- Customer Service

Job Title

Under limited supervision, plans, organizes, coordinates, and supervises staff engaged in customer service, utility billing, and financial operations of the City; ensures compliance with regulations, policies, and disclosure requirements; and performs related duties as required.

Essential Functions

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to the following:

• Supervise customer service staff: set work priorities, create work schedules, provide training, review and approve work, conduct performance evaluations, and reward and/or discipline employees.
• Review and approve employee timesheets and time-off requests.
• Conduct interviews and recommend candidates for hire.
• Supervise the Central Operator and Reception functions for the City of Victorville, ensuring adequate coverage, appropriate routing of incoming calls and referral of visitors.
• Provide strategic and tactical direction to staff to support customer service, billing, and payment operations.
• Plan, organize, coordinate, and direct daily customer service operations, including front-counter services, call center activities, cash receipts, payment processing, and customer account maintenance/inquiries.
• Monitor call center operations, service levels, staffing needs, and performance indicators; recommend and implement improvements to optimize service delivery.
• Coordinate customer service activities for utility accounts, including processing service requests, disconnections and reconnections, and supporting collections workflows, while ensuring adherence to laws, regulations, and internal procedures. Collaborate with the Utility Billing Supervisor on matters requiring operational alignment.
• Investigate, resolve, and/or respond to escalated customer issues, complex inquiries, complaints, and disputes, billing questions, payment issues, and service concerns.
• Review, verify, and approve customer service-related transactions, including account adjustments, payment activities, service order requests, and customer account updates.
• Oversee reconciliation activities, including daily payment processing, cash receipts, and VVTA (Victor Valley Transit Authority) transactions.
• Develop, maintain and implement policies, procedures, and Standard Operating Procedures (SOPs) related to customer service operations.
• Initiate and coordinate support cases with system support or IT to resolve customer service or frontend system issues.
• Coordinate with IT and third-party vendors to test, implement, and introduce new technologies or system enhancements.
• Maintain and update the Customer Service website, including forms and fees.
• Collaborate with internal departments including Finance, Utility Services, Water Administration, Field Services, and IT to address operational issues, system needs, workflow improvements, and customer concerns.
• Retrieve and prepare documents and account information in response to Public Records Requests.
• Create, track, and supply daily totals for Finance Department's Quarterly reporting.
• Assist Management with the analysis, preparation, justification, and administration of Customer Service Division budget.
• Build and maintain positive working relationships with internal and external customers using principles of effective customer service.
• Safely operate City vehicles and equipment.

Minimum Qualifications

Education & Experience: High school diploma or GED, an associate's degree with major course work in Business Administration, Finance, or a closely related field, and three (3) years of government customer service and utility billing experience, including at least one (1) year in a lead or supervisory capacity, are required. A bachelor's degree with major coursework in Business Administration, Finance, or a closely related field may substitute for one (1) year of the required government customer service and utility billing experience. License(s)/Certifications: Must possess a valid California Class "C" driver's license upon hire and maintain it throughout employment with the City of Victorville. Knowledge of:

• Principles and practices of customer service operations, including call center, front-counter services, and customer account management.
• Utility billing processes, service order coordination, payment processing, and account maintenance.
• Cash handling procedures, payment processing systems, reconciliation practices, and internal controls.
• Accounts receivable practices, including billing inquiries, collections processes, and account adjustments.
• Applicable federal, state, and local laws, regulations, and reporting requirements related to customer accounts, collections, and public records requests.
• City policies, procedures, Municipal Code, and administrative regulations governing customer service and financial transactions.
• Principles and practices of public sector operations and interdepartmental coordination.
• Methods and techniques for resolving complex customer service issues, complaints, and disputes.
• Customer information systems (CIS), call center systems, and related business software applications.
• Principles and practices of employee supervision, training, performance management, and team development.
• Data analysis and reporting methods, including performance metrics, service levels, and operational reporting.
• Records management practices, including document retention and disclosure requirements.

Skill in and Ability to:

• Plan, organize, supervise, and evaluate daily customer service operations in a high-volume environment.
• Lead, train, coach, and motivate staff; set priorities; and manage performance effectively.
• Analyze customer service data, call center metrics, and operational reports to identify trends and implement improvements.
• Review and approve customer transactions, account adjustments, and financial activities with accuracy and attention to detail.
• Interpret and apply policies, procedures, and regulatory requirements to ensure compliance.
• Resolve escalated customer issues, complaints, and disputes using sound judgment, professionalism, and diplomacy.
• Coordinate workflows and collaborate effectively with multiple departments, including Finance, Utility Billing, Water Administration, IT, and Field Services.
• Use customer information systems, financial systems, and reporting tools to manage operations and generate reports.
• Identify system or process issues and work with IT staff and vendors to implement solutions.
• Prepare clear and concise reports, correspondence, and documentation.
• Manage multiple priorities, deadlines, and operational demands in a dynamic environment.
• Communicate effectively, both verbally and in writing, with staff, management, and the public.
• Establish and maintain effective working relationships with employees, departments, and the community.
• Apply safe work practices and promote a safe work environment.

Physical Demands & Working Environment

(Must be performed with or without reasonable accommodations) Work is performed in an office environment and in close proximity to other workers. Incumbent shall be exposed to those conditions normally encountered in a business office environment. Physical demands are light, consisting primarily of sitting, standing and walking. Must be able to lift 50 pounds. Incumbent must be able to see and hear in the normal range, with or without correction, communicate verbally and in written form with great facility and must be able to be understood. Incumbent must have the stamina to work long hours and must be willing to work an irregular schedule, which may include weekends or evenings.