Customer Care Supervisor

Department: Public Affairs
Closing Date: August 2, 2010
Hiring Range: $19.53 to 24.91 hourly

The Customer Care Supervisor in Denver Water’s Call Center reports to the Manager of Customer Care and supervises various activities to ensure high quality customer service and first call resolution to both internal and external customers.

Responsible for the day to day quality, productivity, procedures and operations of various customer care units, such as: the call center, account management, field support and quality assurance, systems and reporting to ensure all service goals and departmental expectations are met. Advocate on behalf of both Denver Water and its customers by interpreting rules and regulations, standards, codes, and policies and procedures.

Job Duties

• This position will monitor, coach, train, and provide constructive feedback to Customer Care employees in order to provide outstanding customer service, accuracy and efficient productivity.
• Implement performance tracking methodologies, providing performance summaries to specialists on a monthly basis and manager as requested.
• Assist in development of departmental goals, policies and procedures and ensure they are consistently communicated to and adhered to by specialists.
• Ensures appropriate coverage and actively manages work volume activity and scheduling in order to meet departmental service goals.
• Seek out and act upon opportunities to recognize employee development and positive contributions to the department.
• Identifies customer issues that have the potential to escalate, take action to resolve the issue and formulate a plan to prevent future occurrences.
• Authorize adjustments of customer bills in accordance with the department’s Grants of Authority.
• Is cognizant of the department budget, makes financial decisions within its limits and assists as needed with providing information regarding costs.
• Recognize, document, and alert the manager of trends in customer calls and or/events.
• Proactively identifies, suggests and implements solutions for continuous improvement.
• Ensure new hire and recurrent training is updated and effective.
• Ensures departmental policies and procedures are documented, communicated and well organized.
• Develops procedures and talking points in response to key learning from difficult and unusual situations.
• Displays strong communication skills and can clearly articulate vision and the importance of achieving expectations in a manner that others find motivating.
• Involves self in industry related activities in order to identify best practices and bring progressive change into the department.
• Facilitates special project teams and manages projects as required or assigned.
• Performs related duties as assigned

Job Qualifications

• To qualify, must have thorough knowledge of call center and/or back office operations, including CIS and billing processes.
• Strong judgment and decision making skills that allow for solving difficult problems relating to complaints, procedure and practices.
• Thorough knowledge of or ability to learn Denver Water’s Operating Rules and Engineering Standards and interpret to others.
• Experience in performance management and coaching and developing others to excel.
• Extensive knowledge of business English (i.e. grammar, spelling, punctuation and sentence structure) and ability to respond appropriately to customers in writing from scratch.
• Computer literate with the ability to learn various software applications.
• Willingness to be flexible in daily routine
• Ability to organize, coordinate and supervise the work of others.
• Ability to communicate effectively both orally and in writing.
• Ability to maintain effective working relationships with employees, the public and other private and public sector organizations.

Minimum Requirements

• Minimum requirements include a high school diploma or equivalent supplemented with two years of college or associates degree in business or public administration, accounting, or related field and five years of experience in a call center/records and billing/correspondence environment with a minimum of two years supervisory, lead or informal mentor experience.
• A combination of education and additional experience may qualify.

Candidates may be required to demonstrate proficiency in P.C. applications and demonstrate accurate typing at 35 words per minute. Position may require HIPAA training.

If you have questions about this position please contact Kathy Balu at 303-628-6331.

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