HomeMy WebLinkAboutResolutions - No. 2017-111RESOLUTION NO. 2017-111
A RESOLUTION OF THE LODI CITY COUNCIL
APPROVING THE CLASSIFICATION, JOB DESCRIPTION
AND SALARY RANGE OF THE NEW CUSTOMER SERVICE
SUPERVISOR AND DELETING TWO SUPERVISING
CUSTOMER SERVICE REPRESENTATIVE POSITIONS
WITHIN THE INTERNAL SERVICES DEPARTMENT
NOW, THEREFORE, BE lT RESOLVED that the Lodi City Council does hereby
approve the classification for the position of Customer Service Supervisor attached
hereto as Exhibit A; and
BE lT FURTHER RESOLVED that the salary range for Customer Service
Supervisor is hereby approved and shall be as follows:
BE lT FURTHER RESOLVED that the Lodi City Council does hereby approve
adding one Customer Service Supervisor and deleting two Supervising Customer
Service Representative positions.
Dated: June7,2O17
I hereby certify that Resolution No. 2017-111 was passed and adopted by the
Lodi City Council in a regular meeting held June 7,2017 by the following vote:
AYES: COUNCIL MEMBERS - Chandler, Johnson, Mounce, Nakanishi,
and Mayor Kuehne
NOES COUNCIL MEMBERS - None
COUNCIL MEMBERS - None
COUNCIL MEMBERS - None
ABSENT:
ABSTAIN
ln,bMûT
NI FERRAIOLO
Classification Step 0 Step 1 Step 2 Step 3 Step 4
Customer Service
Supervisor $57.335.14 $60,201.96 $63.212.05 $66,372.76 $69.691.24
2017-111
City Clerk
Exhibit A
June 2017
CUSTOMER SERVICE SUPERVISOR
Job descriptions are intended to present a broad and general range .of. duties which
includes, purpose, responsibilities, and scope of work. Job descriptions are not
intended to reflect all duties performed within the job.
DEFINITION
Under direction, supervise staff within the Customer Service Unit of the Financial
Services Division; provides excellent customer service to internal and external
customers pertainíng to the billing and collection of City of Lodi utility (currently electric,
water, .ewer and garbage accbunts), business licenses, and/or the receipts and
accounting for City monieð; resolves complex financial transacations; performs related
work as assigned.
SUPERVISION EXERCISED AND RECEIVED
Exercises supervision over lower level staff. Receives supervision from higher level
personnel.
EXAMPLES OF DUTIES
Duties may include, but are not limited to the following:
plans, organizes, directs, supervises, reviews and evaluates the work of assigned staff
and partióipates in the customer service activities within the Customer Service Unit of
the Financial Services Division including billing, cashiering and/or collection functions;
provides training and professional development of assigned staff; lmplements
programs, maintains efficíency in customer service operations;
Resolves the most complex customer service issues and complaints;
processes, balances and audits bank deposits; makes necessary bank adjustments;
tnterpret and enforce FACT Act identiy theft guidelines and insure Federal Red Flag
compliance rules are followed; Administers Experian program; lnterprets consumer
credit profile reports and determine further actions when fraud alerts are present;
Ensures compliance with various rules, regulations, codes, state and federal laws
pertaining to billing and collections;
Coordinate Photovoltaic net (pseudo) & co-meter setup in CIS; Enters and retrieves
data in an Enterprise Resource Plannning (ERP) system; Compiles a variety of
narrative and quantitative reports and correspondence;
FLSA Status: Exempt
CLASS SPECIFICATION CITY OF LODI
3
uses complex computer software to produce documents and data; Makes complex
arithmetic or statistical calculations;
Designs and prepares departmental forms and operational manuals; Prepares
correipondence on procedural or informational matters;
provides information to the public or to City staff that requires the use of judgment and
the interpretation of policies, rules or procedures;
performs other duties related to the operation of the department and the city, including
additional duties that enable the department and city to meet the diverse needs of its
community.
TYPICAL QUALI FICATIONS
Knowledge of:
Best methods, practices and techniques for customer servlce
Principles and practices of effective supervision;
Customer billing and collection techniques;
Administrative principles, practices and methods, including goal setting, program and
budget development, work planning and organization;
Current trends, technologies and regulations in the area of utility customer service;
Utility rate structures and schedules;
Cash handling and billing internal controls;
Department policies and procedures pertaining to utility billing and collections;
Customer service information systems.
Ability to:
piãÀ,'oròrnize direct, supervise, review and evaluate the work of assigned staff;
Researcñ and implement programs to maintain efficiency in the functional operations of
billing, cashiering and/or collection;
Communicate effectively, both orally and in writing;
Develop recordkeeping systems and forms; Develop logical, concise and clear reports
and correspondence;
CLASS SPEC¡FICATION CITY OF LODI
Custo Service Su sor 3of 3
perform routine mathematical computations; Perform clerical procedures; Use
computer word processing, database and spreadsheet software;
Evaluate alternative solutions and present recommendations; lnteract with the public
etfectively and courteouslY;
Establish and maintain cooperative and effective relationships with those contacted
during the course of work;
Explain policies and utility rates'to customers;
Exercise independent judgment within general policy guidelines.
EDUCATION AND EXPERIENCE
Any combination of experience and education that would provide the required
knówledge and ability is qualifyng. A typical combination is:
Education:
College courses in Accounting, Business Administration, or a closely related field
Bachelor's degree Preferred.
Experience:
4 years of experience performing a variety of advanced utility billing customer service
work, including one year of lead or supervisory experience.
WORKING CONDIT¡ONS
Environmental Conditions: Office environment
physical Conditions: Essential and marginalfunction-s may requ]re maintaining physical
condition necessary for sitting, standing, bending and stooping for prolonged periods of
time; using various office equipment including a computer screen and keyboard and
lifting up to 30 pounds.
*FLSA Status: EXEMPT