Customer Service Supervisor

The City of Topeka’s Utilities department is seeking a dynamic and organized individual with a heart for customer service to lead its payment center. This position will supervise a diverse staff of employees who are responsible for providing high levels of customer service to utility account holders and is responsible for payment processing, customer account management, high bill complaints and collection processing, and the reconciliation and reporting of daily cash processing.

What you’ll do:

• Supervise staff with respect to performance and behavior including approval of timecards and leave, discipline, coaching, office procedures, completion of performance assessments and other related functions.
• Monitor and analyze accounts receivable, payment delinquencies, and service discontinuation.
• Assist with the monitoring and tracking of business and residential account delinquencies, collections and payment plans.
• Step in for complex or escalated situations.

The ideal candidate is:

• A proven leader with the ability to motivate, coach and develop a team.
• Committed to delivering responsive, courteous and effective service.
• Skilled at de-escalating and resolving complex and challenging situations.
• Comfortable identifying, analyzing and solving complex problems and making sound decisions.

Minimum qualifications:

• High School Diploma or its equivalent is required.
  • With a High School Diploma, five years of experience in customer service, accounting, or billing duties is required.
• Graduation from an accredited college or university with an Associate of Arts degree in office management, office technology or closely related field is preferred.
  • With an Associate’s degree, three years of experience in customer service, accounting, or billing duties is required.
• One year of direct supervisory experience is preferred.

Annual entry salary: $57,000 - $59,000 depending on qualifications

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The City of Topeka offers a comprehensive benefits package, including:

• Health/Dental/Prescription Insurance
• Kansas Public Employee Retirement System.
• Generous paid Vacation leave
• Generous paid Sick leave
• Paid Life/Long Term Disability Insurance
• Deferred Comp Savings Plan
• Short-Term Disability Insurance
• Tuition Reimbursement
• Free Onsite Health & Wellness Clinic
• Free in-house, full-service fitness facility
• Employee Assistance Program

The City of Topeka is an Equal Opportunity Employer