UTILITIES CUSTOMER SERVICE SUPERVISOR

Job Description

The Position

The City of Riverside, Public Utilities Department (RPU) is accepting applications for the position of UTILITIES CUSTOMER SERVICE SUPERVISOR to fill two (2) vacancies in the Customer Service Division. The eligibility list established may be used to fill the current and/or upcoming vacancies within this classification for up to six (6) months.

Under general supervision, to assign, supervise and evaluate customer service, 311, or field services personnel; to participate in the performance of complex customer service related work involving customer contact by telephone and in person, to participate in and monitor meter reading, field collections, and start/stop service orders; to interface effectively with customers and assist in handling customer complaints; to maintain or review accounting records; and to do related work as assigned.

For positions indicating a salary range from 1N - 2X, the top 15% of the pay range cannot be offered upon hire or upon an employee promotion.

Work Performed

When assigned to the Customer Service Division:

Duties may include, but are not limited to, the following:

• Assign, supervise, and participate in the processing of applications for utility services.
  
• Supervise and participate in determining deposit amounts, in accepting partial payments and making arrangements for further payments, and requiring or waiving service charges.
  
• Respond to and make final decisions regarding difficult customer complaints requiring a thorough knowledge of rules, rate schedules, and collection policies.
  
• Prepare legal documents pertaining to bankruptcy, deceased, and damage claims.
  
• Post journal entries to general ledger.
  
• Audit and correct daily unmatched cash transactions.
  
• Supervise control of petty cash and audit cash receipts, reconciles cash receipts with financial reports.
  
• Verify account code distribution.
  
• Prepare reports.
  
• Maintain an accurate subsidiary budget ledger.
  
• Maintain supply inventory and provide for maintenance of office equipment.
  
• Prepare requests for payment and audit time cards and overtime reports.
  
• Assist in budget preparation.
  
• May utilize a computer to carry out assigned customer service functions.
  
• Assist in the development and implementation of systems and procedures.
  
• Supervise, train and evaluate assigned staff.
  
• Review accuracy of lists of customer services to be disconnected for non-payment.
  
• Coordinate customer service activities with other City departments, divisions, and sections, and with outside agencies.
  
• Determine most difficult collection problems and prepare requests for cut-off at pole, underground, or riser; and removal of water or electric meters; and compute charges for reinstatement.
  
• Determine and correct contractor errors regarding proper placement of meters causing wrongful termination and billing of customer accounts; and recalculate correct charges.
  
• Maintain detailed statistical records.
  
• Maintain meter number book for new service accounts.
  
• Investigate and bill for unauthorized service.
  

When assigned to the Customer Service Division, 311 Call Center:

Duties may include, but are not limited to, the following:

• Supervise the day-to-day activities of the 311 Call Center, which includes planning, coordinating, administering and evaluating projects, processes, procedures, systems, standards, and/or service offerings.
  
• Oversee the documentation of a variety of incoming calls and/or emails requesting services, information and/or other related issues, ranging from routine to complex related to Citywide and non-City provided services.
  
• Participates in/on a variety of meetings, committees, user groups, and/or other related groups in order to receive and/or convey information.
  
• Oversee requests for service to appropriate internal department(s) by initiating service request orders. Conduct research utilizing a variety of internal sources in order to provide accurate and timely information in response to requests for information from callers.
  
• Respond to and make final decisions regarding difficult customer complaints requiring a thorough knowledge of City policies and procedures.
  
• Prepare reports.
  
• Maintain an accurate subsidiary budget ledger.
  
• Maintain supply inventory and provide for maintenance of office equipment.
  
• Prepare requests for payment and audit time cards and overtime reports.
  
• Assist in budget preparation and management of division budget; prepare cost estimates for budget recommendations; submit justifications for budget items, monitor and control expenditures.
  
• May utilize a computer to carry out assigned customer service functions.
  
• Assist in the development and implementation of systems and procedures.
  
• Supervise, train and evaluate assigned staff to include prioritizing and assigning work, conducting performance evaluations, ensuring staff training, ensuring employees follow policies and procedures, maintaining a healthy and safe working environment, and making hiring, termination, and disciplinary recommendations.
  
• Coordinate customer service activities with other City departments, divisions, and sections, and with outside agencies.
  Maintain detailed statistical records.
  

Qualifications

Education:
Equivalent to the completion of twelfth grade supplemented by courses in business practices, business administration, data entry, bookkeeping or a related field.

Experience:

When assigned to the Customer Service Division :

Four years of experience in customer service which includes at least one year of experience in working in a call center or credit and collections environment.

When assigned to the Customer Service Division, 311 Call Center :

Four years of experience in customer service, which includes at least one year of experience working in a call center environment.

Necessary Special Requirement

Possession of an appropriate valid Class "C" California Motor Vehicle Operator's License.

Highly Desired Qualifications:

• Plan, prioritize, assign, and oversee workloads while monitoring staff performance and customer interactions across multiple service channels, including in-person, telephone, email, mail, and written communications.
• Proven ability to research and interpret policies, develop and enhance procedures, and optimize operational processes while effectively communicating accurate information to customers and staff.
• Responds to customer and employee inquiries with professionalism, tact, courtesy, and sound judgment.
• Strong leadership and team-building skills with the ability to motivate, engage, and develop staff while fostering an inclusive and collaborative work environment.
• Demonstrates energy, enthusiasm, and a positive attitude when addressing customer concerns, complaints, and complex issues, delivering timely and effective resolutions.
• Demonstrated ability to analyze, evaluate, and improve key departmental processes through the interpretation of customer service, call center, and walk-in service performance metrics, statistical data, and operational trends.
• Ability to identify and implement innovative solutions that improve operational efficiency and customer satisfaction.
• Possesses experience monitoring inbound and outbound phone, email, mail, and customer correspondence to ensure accuracy, quality assurance, compliance with applicable rates, rules, regulations, policies, and service standards.
• Experience serving in a community-facing role, ensuring transparency, delivering public presentations, and providing representation in legal or administrative processes.

Selection Process

DOCUMENTS REQUIRED AT THE TIME OF APPLICATION:
1) Completed Employment Application
2) Completed Supplemental Questionnaire

FOR GENERAL INFORMATION ON COMPLETING YOUR ON-LINE APPLICATION, CLICK HERE: ( Application Guide).

The selection process will begin with an employment application package screening, with the best qualified candidates being invited to participate further in the assessment process. This process may include any combination of written, performance, and oral assessments to evaluate job-related education, experience, knowledge, skills, and abilities. Those who successfully complete the selection process will be placed on the eligibility list for this classification.

The City of Riverside does not provide sponsorship for employment-based work visas. Candidates must be legally authorized to work permanently in the United States without the need for visa sponsorship now or in the future.

An exception may be made if the selected candidate is eligible to work in the United States as a USMCA professional in the TN nonimmigrant classification.

IMPORTANT INFORMATION ON SCHEDULING ASSESSMENTS:

If you are selected to move forward in the assessment process, you may be required to self-schedule your appointment. You will be notified via email of your status and provided with self-scheduling instructions. Please check your email regularly following the closing date of this recruitment.

Positions that require, or may require, a California Commercial Driver’s License are considered Safety Sensitive and are monitored by the U.S. Department of Transportation. Any candidate being considered for a Safety Sensitive position must submit authorization forms to the City immediately upon request to begin the pre-employment process.

It is the responsibility of candidates with a disability requiring accommodation in the assessment process to contact the Human Resources Department in writing to request such accommodation prior to the closing date of this recruitment.

Appointment may be subject to the successful completion of a pre-employment background investigation, drug screen, and/or medical/physical examination.

NOTE: The City reserves the right to modify selection devices and test instruments in accordance with accepted legal, ethical, and professional standards. Candidates may reapply when there is a posting to establish an eligibility list.

EDUCATIONAL REQUIREMENTS:

Proof of education listed in your application will be requested at the time of conditional offer. Acceptable documentation consists of transcripts or degree, if applicable, by the accredited U.S. college or university.

Education obtained outside the United States (US) require one of the following options:
An equivalency statement from an evaluation company certified by the National Association of Credential Evaluation Services (NACES) at Members - NACES or the Association of International Credential Evaluators Inc. (AICE) at http://aice-eval.org/members/ .An advanced-level degree from an accredited US college or university.

All applicants will be notified via e-mail or telephone of their application status and the assessment dates/times/locations after the closing date of this announcement.

THE PROVISIONS OF THIS JOB ANNOUNCEMENT DO NOT CONSTITUTE AN EXPRESSED OR IMPLIED CONTRACT.

Benefit Level I includes Para-Professional and Supervisory classifications (Non-exempt)

The City offers an attractive benefits package, the central provisions of which are as follows:

• Retirement for Classic Members - For employees hired after 1/1/2013 who are CLASSIC MEMBERS of California Public Employees' Retirement System (CalPERS) or a reciprocal agency as of 12/31/12 and have not been separated from service from such agency for six months or more, the retirement benefit shall be 2.7 % @ age 55; 3-year final compensation. The required employee contribution is 8%. The City does not participate in Social Security; thus, employees do not bear this additional 6.2% expense.
  
• Retirement for New Members - For employees hired 1/1/2013 or later and who ARE NOT a member of the California Public Employees' Retirement System (CalPERS) or a reciprocal agency as of 12/31/12, or those who have been separated from a public agency which contracts with CalPERS or a reciprocal agency for six months or more, the retirement benefit shall be 2% at age 62; 3 year final compensation. The required employee contribution is 50% of the normal cost and is subject to change per CalPERS every fiscal year. The City does not participate in Social Security; thus, employees do not bear this additional 6.2% expense.
  
• Health Insurance - The City offers six health insurance plans and contributes up to $1,734 per month for HMO plans(family coverage).
  
• Dental Insurance - The City provides three dental insurance plans and contributes up to $85 per month.
  
• Vision Insurance - The City provides vision coverage through Vision Service Plan (VSP) for employees and their dependents that are enrolled in medical coverage.
  
• Life Insurance - The City provides and pays for term life insurance with accidental death and dismemberment equal to two times the annual salary rounded to the next highest $1,000 (up to $700k) plus AD&D. Additional Life Insurance is available and voluntary for employee and eligible dependents (up to $300k).
  
• Deferred Compensation - The City contributes $125 per month with a minimum employee contribution of $12.50 per check. Participation in the deferred compensation plan is optional.
  
• Leave Benefits - Includes vacation leave, sick leave, bereavement leave, and holiday benefits. Please refer to the Fringe Benefits and Salary Plan for specific details.
  
• Flexible Spending Account - The City offers a Health Care and Dependent Care Flexible Spending Plan for optional participation.
  
• Long Term Disability - The City offers optional enrollment in the Long-Term Disability Plan.
  
• LegalEase Plan - Optional legal services plan for employees and eligible dependents.
  
• Critical Illness Plan - Optional critical illness insurance plan for employees and eligible dependents.
  
• Vacation Accrual - 0-9 yrs = 128 hrs., 10+ yrs = 168 hrs.
  

For additional benefits information, please visit the following page: https://www.riversideca.gov/human/employee-hub/benefits/ about-1

For part-time, benefitted positions the insurance and other benefits (leave accruals, holidays, etc.) are pro-rated based on ½ or ¾ time status.

Closing Date/Time: 11/8/2026 11:59 PM Pacific