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Customer Service and Billing Supervisor - City of Hemet, CA (ID: 292957)

Title Customer Service and Billing Supervisor
Type Customer Service and Utility Billing
Date Posted January 3, 2018
City / Organization City of Hemet, CA
Website Click Here for the Position Listing
Email Contact
SALARY: $4,406.00 - $5,623.00 Monthly
$52,872.00 - $67,476.00 Annually
OPENING DATE: 12/28/17
CLOSING DATE: 02/04/18 11:59 PM
The City of Hemet, tucked in a valley surrounded by the Santa Rosa Hills and the San Jacinto Mountains, is embarking on a journey of revitalization and growth. Hemet is ideally located in western Riverside County in the beautiful San Jacinto Valley. Orange County and San Diego are just an hour away, and the beauty of the desert spa lifestyle of Palm Springs is yours within 45 minutes.

The Ideal Candidate:

The City of Hemet is seeking a collaborative professional committed to customer services best practices. The ideal candidate must possess the highest level of integrity and ethics, must be highly analytical and adept at solving complex and technical problems and will provide outstanding customer service and performance management. The incumbent will have experience managing the work of a team, promote a positive and productive work environment and will demonstrate effective leadership in challenging environments.  

The Customer Service and Billing Supervisor is the supervisory specialized class in the Customer Service job family. The incumbent plans, organizes, and supervises staff and operations of the Utility Billing Division and is responsible for evaluating the efficiency and effectiveness of customer service operations in contributing to division goals for billings and collections. The incumbent maintains communications with staff in field and yard operations and City Hall customer service to integrate initiatives to improve business processes and customer service delivery. Duties and responsibilities are carried out with considerable independence within the framework of established policies, procedures, and guidelines.
This position reports to the Director of Finance/Administrative Services or his/her designee. Exercises supervision of the Utility Billing Division.

The purpose of this recruitment is to fill a vacancy and to establish an eligibility list for a one year period.
Essential functions, as defined under the Americans with Disabilities Act may include, but are not limited to the following characteristics, duties, responsibilities, knowledge, skills and other characteristics:

Plans, organizes, supervises, and evaluates the work of assigned staff; with staff, develops, implements, and monitors work plans to achieve assigned goals and objectives; contributes to development of and monitoring of performance against the annual division budget; participates in developing, implementing, and evaluating work programs, plans, processes, systems, and procedures to achieve Finance Department and City goals, objectives, and performance measures consistent with the City's quality and service expectations.
Plans and evaluates the performance of assigned staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and provides other rewards to recognize performance; subject to management concurrence, takes disciplinary action, up to and including termination, to address performance deficiencies in accordance with the City's Human Resources policies and labor contract provisions.
Provides day-to-day leadership and works with staff to ensure high performance, customer service- oriented work environment that supports achieving City objectives and service expectations; provides leadership and participates in programs and activities that promote a positive employee relations environment.
Supervises the work of staff performing customer service functions in the Utility Billing Division of Finance; ensures staff is effectively trained to provide the highest quality of customer service to division customers; monitors work flows and ensures timely responses to service requests and receipt and posting customer payments; takes and responds to escalated customer calls regarding a wide range of service and billing complaints and problems; handles calls from customers who are extremely upset or who have complex, specialized or unusually sensitive service or billing situations; conducts research and directs necessary actions to correct or resolve complaints and follows up with customers to provide information on actions taken; meets with the division management and operations supervisors to address repeated concerns and systemic problems.
Supervises and oversees billing for integrated waste, storm drain and water; monitors the receipt of payments and follow up on past due accounts; approves recommended customer refunds, credits and deposit waivers; enforces collection actions regarding accounts with outstanding balances; authorizes suspension of services and assignment of liens; researches and recommends improved collection methods and policies.
Conducts research, evaluates alternatives, and develops new or revised policies and procedures applicable to customer service and billing operations; reviews recommendations and implications with other division managers and supervisors to develop integrated approaches to achieve improved division-wide service delivery.
Supervises and oversees billing of Business License; ensures staff is effectively trained to provide the highest quality of customer service to License holders and applicants; monitors work flows and ensures timely responses to service requests.
Supervises and oversees the Central Cashiering System which serves all City departments; ensures staff is effectively trained to provide the highest quality of customer service; is responsible for daily reconciliation of all monetary transactions including preparation of daily deposit to be sent to the bank for processing; monitors accuracy of transactions and assists customers as needed with payment inquiries; ensures adequate amount of change is available for all cash drawers; addresses questions or concerns that arise; coordinates with other city departments to ensure timely receipt and accurate posting of all monetary transactions.
Provides backup to other customer service staff as required.

Knowledge of water, integrated waste management, and sewer services and applicable policies, procedures and fee structures; principles and practices of public administration, including budgeting, purchasing, contracting, and the maintenance of public records; Federal, state and local laws, regulations, and court decisions applicable to assigned areas of responsibility; principles and practices of effective customer service and customer- oriented telephone etiquette; principles and practices of sound business communications; correct English usage, spelling, grammar, and punctuation; uses and operations of a computer and standard business software including word processing, spreadsheet and database applications and specialized billing and customer accounting software applications; principles and practices of effective supervision.
Ability to plan, organize, and supervise the work of a high volume Utility Billing Division; organize, set priorities, and exercise sound judgment within areas of responsibility; conduct research, collect relevant data, evaluate alternatives and reach sound conclusions within established policies and guidelines; understand, interpret, explain, and apply department policies and procedures applicable to areas of assigned responsibility; prepare clear, concise, and comprehensive correspondence, reports, and other written materials; exercise tact and diplomacy in dealing with sensitive and complex issues and situations; handle tactfully and effectively sensitive customer relations situations and calmly defuse situations that are emotional and volatile; operate a computer and other standard office equipment using standard business software and specialized and complex customer information and billing software applications; communicate clearly and effectively orally and in writing; establish and maintain highly effective working relationships with managers, staff, customers, the public and others encountered in the course of work; review and verify financial information and make mathematical calculations.


Education and/or Experience:

A typical way of obtaining the knowledge, skills, and abilities outlined above is graduation from high school or G.E.D., supplemented by two (2) years of college course work in business or public administration or a closely related field and at least five (5) years of progressively responsible administrative, advanced administrative support or customer service experience or an equivalent combination of education and experience; a minimum three (3) years of experience working in a lead capacity or supervisory role is required. A Bachelor's Degree may be substituted for two years of the required administrative or customer service experience. Additional years of experience may be substituted for education requirement.


Possession of a valid and appropriate California Driver's License and maintain a satisfactory driving record.


Requires the mobility and manual dexterity to work in a standard office environment, use standard office equipment and attend off-site meetings; speech and hearing to communicate in person and by telephone; vision to read handwritten and printed materials and a computer screen; strength and agility to lift and carry items weighing up to 20 pounds. Some accommodations may be made for some physical demands for otherwise qualified individuals who require and request such accommodations.

NOTE: To review the complete job description please click on the link below:
Required Attachment Materials:
  • Cover Letter
  • Resume 
The City of Hemet does not discriminate on the basis of race, color, national origin, sex, religion, age, ancestry, genetic information, marital status, parental status, sexual orientation, gender identity and expression, disability, status as a veteran, handicapped status in employment or the provision of services.  The City is in compliance with the Americans with Disabilities Act and will make all reasonable accommodations for the disabled to participate in employment, programs and facilities.  Any person with a disability will receive reasonable accommodations.  Notify the Human Resources Department regarding the type of accommodations needed within three days following the closing date.  In compliance with the Immigration Reform and Control Act of 1986, the City of Hemet requires all new employees to show proof of their legal right to work in the United States.  At the time of hire, the new employee must present original documentation to establish both work authorization and identity.
The City of Hemet promotes a smoke, drug, and alcohol free working environment for their employees.
The provisions of this bulletin do not constitute an expressed or implied contract.  Any provision contained in this bulletin may be modified or revoked without notice.  The City reserves the right to rate applicants based on a review of the application materials and to invite only the most qualified applicants to participate in the selection process.

Job Post Expiration Date   February 4, 2018

    All jobs posted are considered open until filled and may close at anytime except as stated in the Job Description. .