HomeMy WebLinkAboutResolution No. 80920
RESOLUTION NO. 8092
0
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF
AZUSA ESTABLISHING A NEW CLASSIFICATION OF CUSTOMER
SERVICE SUPERVISOR AND ESTABLISHING A SALARY THEREFOR.
THE CITY COUNCIL OF THE CITY OF AZUSA DOES HEREBY RESOLVE
AS FOLLOWS:
SECTION 1. The class specifications of Customer Service
Supervisor are hereby adopted in its entirety in accordance with
Exhibit A attached and incorporated herein by reference.
SECTION 2. The salary range for Customer Service
Supervisor shall be Range 179 ($1868.70 - $2271.42 per month).
SECTION 3. The City Clerk shall certify to the adoption
of this Resolution.
ADOPTED AND APPROVED THIS 2nd day of September, 1986.
I HEREBY CERTIFY that the foregoing resolution was duly
adopted by the City Council of the City of Azusa at a regular
meeting thereof on the 2nd day of September, 1986, by the following
vote of the Council:
AYES: COUNCILMEMBERS: AVILA, COOK, CRUZ, LATTA, MOSES
NOES: COUNCILMEMBERS: NONE
ABSENT: COUNCILMEMBERS: NONE
CITY C RK
• CITY OF AZUSA • date adopted:
CUSTOMER SERVICE SUPERVISOR
(Exhibit A)
To perform responsible and complex clerical duties that involve
analyzing utility accounts; prepares and checks information
required for CRT on-line terminal billing procedures; handles
customer service difficult problems; supervises, directs and
assists Customer Service Representatives in the performance of
their duties; assists Consumer Service Manager in reviewing and
evaluating employees' job performance and can effectively
recommend personnel action; assumes and performs related
responsibilities as required.
DISTINGUISHING CHARACTERISTICS
This is an advanced journey class in the Customer Service
Representative class series for which prior customer service
experience is required. Incumbent assigned to this class will
normally be assigned more difficult and complex billing and
customer service problems. They are expected to work more
independently and assume high responsibility for research of
customer accounts and input of data into the computer. Incumbent
also provides lead supervision to Customer Service Representatives I,
II and III. Acts as an assistant to the Consumer Service Manager
in the division's day-to-day operational functions.
SUPERVISION RECEIVED AND EXERCISED
General supervision is provided by the Consumer Service Manager.
Responsibilities include direct supervision of subordinate
clerical staff.
EXAMPLES OF DUTIES - Duties may include, but are not limited to,
the following:
Prepare and enter a variety of detailed commands into the
computer in order to set parameters for billing services, produce
utility bills, meter sheets and a variety of billing -related
reports; and prepare backup files for protection of the utilities
department data base.
Change rates when needed, learn demands, power factors, voltage
discounts and manually calculate them.
Prepare bank deposits and process payments.
Oversee the meter reading operations and the maintenance of
reading routes.
Prepare Light and Water Department payroll records.
Review meter books and utility bills to identify potential
errors; write work orders for field checks on possible problems.
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CUSTOMER SERVICIOUPERVISOR -- (cont.) •
Handle and respond to customer complaints and inquiries regarding
rates, fees, rules and regulations.
Analysis of customer accounts for proper rate application and
charges.
Contact customers, as needed, regarding service, meter readings
and billing issues.
Maintain stationery inventory and office supplies used by the
Consumer Service Division.
Assist Consumer Services Manager in reviewing and evaluating
employees' job performance and may recommend personnel action.
Assist and relieve other customer service clerks as needed.
Perform related duties as assigned.
QUALIFICATIONS
Knowledge of:
Modern office practices and procedures.
Operating methods, policies and procedures of assigned
department.
Methods and equipment used in processing utility payments.
Basic accounting principles and bookkeeping procedures and
methods.
Ability to:
Manage and supervise office staff.
Respond to public inquiries, complaints and requests for
services in a tactful, effective manner.
Operate a typewriter, calculator, CRT terminal, PC, EMR Data
Management Center and related equipment.
Utilize computerized processes and procedures for utility
billing purposes.
Accurately count, record and balance cash transactions and
other monies received for bank deposits.
Interpret and apply City regulations and procedures
as applicable to meter access, billing and collection.
Analyze and prepare schedules, reports and statements for
Utility Department.
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CUSTOMER SERVIC0UPERVISOR -- (cont.) •
Analyze customer service problems and take appropriate
action or make appropriate recommendations.
Train new employees.
Establish and maintain effective working relationships with
others.
Communicate clearly and concisely, orally and in writing.
Experience and Education
Any combination of experience and education that would
likely provide the required knowledge and abilities is
qualifying. A typical way to obtain the knowledge and
abilities would be:
Experience:
Three (3) years of progressively responsible
clerical experience with significant responsibility
for planning and supervising the work of other
employees, including two (2) in utility office
experience equivalent to a Customer Service
Representative III.
Education:
Equivalent to completion of the twelfth (12th)
grade, supplemented by training in bookkeeping and
computer operations.
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