Customer Service Supervisor

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The Southside Customer Service Supervisor manages employees and activities related to front-line customer service, citizen assistance, and revenue processing at the City Hall Southside location. The incumbent leads paraprofessional and support staff, oversees daily operations and customer flow, handles escalated citizen complaints, and ensures accurate payment processing and reconciliations. Responsibilities include supervising daily staff operations and schedules, coordinating and delivering training, performing complex account and payment research, auditing and validating daily receipts, preparing daily and monthly reports, establishing and interpreting policies and procedures, ensuring proper document management, and opening/closing the office.

Duties include but are not limited to

Leadership & Supervision:

• Supervise front-line customer service personnel and support staff at the City Hall Southside location.
• Conduct performance evaluations and provide coaching and feedback to staff.
• Coordinate and deliver training sessions to ensure consistent service standards and operational competency.
• Implement hiring, discipline, and termination procedures in accordance with established policies.
• Assign, direct, and monitor daily work to maintain effective customer flow and service coverage.

Customer Service Operations & Escalations:

• Handle and resolve escalated complaints from citizens with professionalism and timeliness.
• Manage customer flow and assist with customer traffic to reduce wait times and improve service experience.
• Provide complex account research to resolve customer issues and inform resolution decisions.
• Support daily operations on the service floor, ensuring a well-organized, customer-focused environment.

Revenue Processing, Deposits & Reconciliations:

• Oversee and/or process daily deposits, ensuring timely and accurate handling of funds.
• Approve payment processing activities, including reconciliations and payment reversals as appropriate.
• Audit and validate daily receipts to confirm accuracy, completeness, and compliance.
• Research errors and discrepancies, perform payment research for customers, and document corrective actions.

Reporting & Analytics:

• Prepare daily and monthly reports that summarize service activities, payment processing outcomes, and, when appropriate, key operational metrics.
• Document and communicate findings from audits, error research, and account investigations to management.

Policy, Procedure & Document Management:

• Interpret, and apply policies and procedures to ensure consistent and compliant operations.
• Maintain proper document management practices to safeguard records and ensure retrievability and retention compliance.
• Work with Control team to update standard operating procedures based on process improvements and policy changes.

Office Administration:

• Open and close the office in accordance with established protocols and security requirements.
• Ensure the service environment, equipment, and materials are prepared and operational for daily activities.

Qualifications, Special Certifications and Licenses

KNOWLEDGE, SKILLS, AND ABILITIES:
KNOWLEDGE (some combination of the following):

• Best practices in call centers

• Customer service policies and procedures

• Account reconciliation

• Research and auditing practices as related to customer service activities

• Correct money handling processes

• Banking/financial and credit transactions, including pulling credit card reports

• Correct tools to recognize counterfeit money

• Cash management practices and procedures

• Standard office equipment

• City's services or products and who performs them

• Related City databases

SKILLS (some combination of the following):

• Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc.

• Oral, written, and interpersonal communication

• Negotiation

• Conflict resolution

• Researching and evaluating

• Customer service

• People management

• Leadership and team building

ABILITIES (some combination of the following):

• Multi-task

• Listen attentively

• Problem solve

• Manage time effectively

• Maintain the integrity of time sensitive processes and documentation

• Write, speak, plan, and organize effectively

• Supervise, motivate, and develop staff

• Listen and understand comments/concerns

• Make sound decisions

• Research and analyze data to resolve customer issues or concerns

MINIMUM TRAINING AND EXPERIENCE:

• Associate's degree in business, accounting, or a related field.
• Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments.
• Supervisory experience is preferred.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

• None required

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.