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City of Richmond, Virginia · 1 week ago

Customer Service Supervisor - Billing Operations

Broad Run Farms, VA

Full-time

Onsite

Mid, Senior Level

3+ years exp

The City of Richmond is committed to nurturing talent and fostering growth opportunities within its workforce. They are seeking a Customer Service Supervisor for the Billing Operations division to provide leadership and supervision, manage customer flow, and resolve billing complaints. The role includes training staff, overseeing daily operations, and collaborating with internal stakeholders to improve processes.

Government Administration

Responsibilities

Providing advanced-level internal and external customer service related to billing exceptions, abnormal usage, billing discrepancies, leak adjustments, and system-generated exceptions; serving as an escalation point for complex issues raised by team members, leadership, customers, and other departments via phone, email, and in-person interactions

Supervising, monitoring, and evaluating the performance of staff to ensure accuracy, timeliness, and compliance with established policies, procedures, and regulatory requirements; identifying performance gaps and developing targeted coaching and corrective action plans in alignment with management/City direction

Delivering initial and ongoing training for staff on billing systems, exception workflows, documentation standards, quality expectations, and process updates; reinforcing adherence to Standard Operating Procedures (SOPs) and quality assurance requirements

Overseeing daily exception workloads, prioritization, and assignment to ensure timely resolution and balanced distribution of work; monitoring productivity metrics, exception aging, and backlog trends to support operational goals

Reviewing, approving, and performing complex billing adjustments, account corrections, reconciliations, and exception resolutions as needed; ensuring all account actions are properly documented and auditable

Preparing, reviewing, and maintaining reports, trackers, spreadsheets, and performance documentation related to exception volumes, resolution times, accuracy rates, and staff productivity; utilizing data to inform decision-making and continuous process improvement

Performing data entry and system updates within the billing system and related tracking tools; ensuring data integrity and consistency across systems

Collaborating with Customer Service, Field Services, IT, and other internal stakeholders to investigate root causes of billing issues, resolve systemic problems, and implement process improvements

Supporting management initiatives related to system upgrades, policy changes, training rollouts, and operational improvements within Billing Operations

Performing additional duties and special projects as assigned by management

Other duties as assigned

Qualification

Customer service experienceSupervisory experienceCall center experienceAccount reconciliationConflict resolutionData analysisInterpersonal communicationProblem solving

Required

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