Finance Supervisor- Customer Service

Under limited supervision, plans, organizes, coordinates, and supervises staff engaged in customer service, utility billing, and financial operations of the City; ensures compliance with regulations, policies, and disclosure requirements; and performs related duties as required. *Essential functions,as defined under the Americans withDisabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functionsand duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required.The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to the following:* - Supervise customer service staff: set work priorities, create work schedules, provide training, review and approve work, conduct performance evaluations, and reward and/or discipline employees. - Review and approve employee timesheets and time-off requests. - Conduct interviews and recommend candidates for hire. - Supervise the Central Operator and Reception functions for the City of Victorville, ensuring adequate coverage, appropriate routing of incoming calls and referral of visitors. - Provide strategic and tactical direction to staff to support customer service, billing, and payment operations. - Plan, organize, coordinate, and direct daily customer service operations, including front-counter services, call center activities, cash receipts, payment processing, and customer account maintenance/inquiries. - Monitor call center operations, service levels, staffing needs, and performance indicators; recommend and implement improvements to optimize service delivery. - Coordinate customer service activities for utility accounts, including processing service requests, disconnections and reconnections, and supporting collections workflows, while ensuring adherence to laws, regulations, and internal procedures. Collaborate with the Utility Billing Supervisor on matters requiring operational alignment. - Investigate, resolve, and/or respond to escalated customer issues, complex inquiries, complaints, and disputes, billing questions, payment issues, and service concerns. - Review, verify, and approve customer service-related transactions, including account adjustments, payment activities, service order requests, and customer account updates. - Oversee reconciliation activities, including daily payment processing, cash receipts, and VVTA (Victor Valley Transit Authority) transactions. - Develop, maintain and implement policies, procedures, and Standard Operating Procedures (SOPs) related to customer service operations. - Initiate and coordinate support cases with system support or IT to resolve customer service or frontend system issues. - Coordinate with IT and third-party vendors to test, implement, and introduce new technologies or system enhancements. - Maintain and update the Customer Service website, including forms and fees. - Collaborate with internal departments including Finance, Utility Services, Water Administration, Field Services, and IT to address operational issues, system needs, workflow improvements, and customer concerns. - Retrieve and prepare documents and account information in response to Public Records Requests. - Create, track, and supply daily totals for Finance Department’s Quarterly reporting. - Assist Management with the analysis, preparation, justification, and administration of Customer Service Division budget. - Build and maintain positive working relationships with internal and external customers using principles of effective customer service. - Safely operate City vehicles and equipment. **Education & Experience:** High school diploma or GED, an associate’s degree with major course work in Business Administration, Finance, or a closely related field, and three…