Customer Service Supervisor

Customer Service Supervisor

Are you passionate about providing excellent customer service, as well as leading and developing a team to deliver the same high standards? If so, the City of Ontario has a position for you! The Utilities Customer Services Department is conducting an external and promotional recruitment for the position of Customer Service Supervisor. The Customer Service Supervisor is a working leader, responsible for planning, coordinating and supervising the activities of assigned operations within the department with the goal of providing exceptional customer service to the City's citizens and businesses.

The ideal candidate will possess:

• Premiere customer service skills that embody the City's and Departments Customer Service Philosophy.
• A growth-mindset with a passion for developing people and demonstrates the exceptional ability to demonstrate and instill teamwork.
• Excellent organizational, analytical research, and problem solving skills to support data driven decision making.
• The ability to provide people-focused led direction and training.
• The desire to play a key role in selecting, training, evaluating, and providing ongoing coaching and mentoring to support staff, while fostering a cohesive and supportive culture where team members can thrive in a fast-paced and dynamic environment.

Additionally, the successful candidate will embody the Department's mission and vision as well as the qualities of a "Five Tool Player" - Leader, Thinker, Communicator, Operator and Public Servant - and the principles of the City's Customer Service Philosophy–Empathy, Respect, and Problem Solving.

The Ontario Municipal Utilities Company is committed to protecting the health and welfare of the community by providing safe, efficient, and economical production, transmission, and distribution of the City's domestic water supply; uninterrupted wastewater collection; and timely, efficient solid waste and recycling collection services with an emphasis on good customer service, sustainability, and environmental stewardship.

The Utilities Customer Services Department, which is part of the City of Ontario's Municipal Utilities Company, is committed to providing exceptional customer service to every resident, business, and team member in the City of Ontario through the Utility and Customer Services Center. The Utility and Customer Services Center assists approximately 47,000 water, wastewater, and integrated waste accounts with service, billings, credit and collections.

We invite you to learn more about the City of Ontario by reviewing the City's website including the City's State of the City Address to learn more about the exciting opportunities this position will play in the vital growth of the City in becoming the Premier Community of the Inland Empire!

We invite you to learn more about the City of Ontario by reviewing the City's website. A few useful links are also listed below:

State of the City The Ontario Plan Smart Ontario Downtown Ontario

Examples of Essential Functions

The essential functions typically performed by the Utilities Customer Services Supervisor includes the following:

• Ensures exceptional customer service is experienced by all department customers.
• Plans, organizes, supervises, and coordinates the activities of assigned operations in Customer Service and Billing and Collections.
• Supervises and directs the activities of staff including employee selection, work assignment, performance evaluation, employee development, disciplinary action, and complaint resolution.
• Leads and assists staff in daily operations, provides guidance on responding to and resolving difficult complaints and inquiries with internal and external customers.
• Develops, recommends, and implements policies, operational procedures, and objectives for the units and provides training as needed.
• Establishes priorities and standards for unit.
• May perform related departmental work, such as assisting customers at the counter or processing daily collections or licenses, depending on the units' workload.
• Responds to more complex complaints and inquiries; provides innovative resolutions to internal and external customers.
• Prepares reports and researches information.
• Conducts performance evaluations; recommends and implements opportunities for employee training and development, coaching and mentoring, and discipline as necessary.
• Directs and oversees the preparation and maintenance of necessary records and reports.
• Oversees daily cash collections and accounts receivable posting operations.

Qualification Guidelines

Education Bachelor's degree or equivalent in Finance, Accounting, Business Administration, or a related field. A combination of related post-secondary education/training and additional years of directly related work experience performing duties similar to this position's essential functions may meet this education requirement. NOTE: Proof of education must be provided by way of attachment to your online application or as an email attachment sent to the Hiring Agency Representative at, or before, time of the reference check process. Acceptable forms of proof include Unofficial Transcripts, Official Transcripts, Photos and/or Photocopies of Institutional Degree/Certifications. Failure to provide the required documentation at, or before, time of the reference check process will result in disqualification. Experience Three years of lead or supervisory experience in revenue collection/processing, call center operations, accounting, customer service, or related fields. License A valid California Class C driver's license and an acceptable driving record at time of appointment and throughout employment.

Supplemental Information

How to Apply

Apply online by clicking on the "Apply" link at the top of this announcement. If this is the first time applying for a position using governmentjobs.com, you will be prompted to create a new user account; otherwise, log in with your username and password. Your application and responses to any supplemental questions will be used to evaluate your qualifications for this position. It is suggested that your application include the following:

• List any relevant experience and education that demonstrates that you qualify for the position.
• List all periods of employment for at least the past 10 years, beginning with your most recent or present employer (including if applicable, all employment with the City of Ontario).
• Separately list each position held, including different positions with the same employer.

A resume may be attached to your application but will NOT substitute for the proper completion of your application. Applications that are not properly completed may be rejected.

NOTE: Transcripts from colleges, universities or technical schools outside of the United States must be assessed for U.S. equivalency by a NACES educational credential evaluation service. Failure to provide a transcript or credential evaluation report will result in disqualification from the selection process.

Application Process Applicants are required to submit required certification(s) or other required documentation as outlined in the Qualifications Guideline section of this bulletin. Please use the attachment function found on the City's online application to attach copies of the requested certification(s) or other documentation. Failure to attach required documentation may result in the rejection of your application. Please contact the Human Resources/Risk Management Agency if you have any questions regarding the application process.

Your application is the primary tool used to evaluate your job qualifications. It is important that your application show all the relevant education and experience you possess. Failure to complete these sections may result in the rejection of your application.

Supplemental Questions

To complete your application for this position, you may be prompted to respond to supplemental questions. This information will be used as part of the application screening and selection process and is designed to help you present your qualifications for this position. This may include a selection step in which your application and supplemental questions are reviewed and scored by a panel of raters familiar with this position.

Incomplete responses, false statements, omission, partial information, or AI-generated responses may result in disqualification from the selection process. Your responses should be consistent with the information provided on your application.

Please provide succinct, concise, descriptive, and detailed information for each question. If you have no experience, write "no experience" for the appropriate question.

Email Notices

Email is the primary way that the Human Resources/Risk Management Agency or Hiring Department will communicate with you. Please check your email account (including the SPAM folder) on a regular basis for any emails related to the application or selection process. Emails from the City of Ontario will come from "@ontarioca.gov" or "governmentjobs.com." If you change your email address after submitting your application, please visit governmentjobs.com and update your profile.

Frequently Asked Questions

If you have any additional questions regarding the application process, please refer to our Frequently Asked Questions page.