Customer Service Supervisor - Cedar Falls Utilities

Overview




This is your opportunity to work for an Employer of Choice and play an integral role in our employee workplace culture. Cedar Falls Utilities is currently recruiting for a full-time Customer Service Supervisor to join our Customer Service department. This position provides overall direction of general operations for the Customer Service and Switchboard/Receptionist employees.





CFU takes pride in finding people that align with our core values of Customer Focus, Ethical & Responsible Behavior, Innovation, Employee Teamwork and Personal Growth and actively want to help maintain our reputation of being a trusted provider of utility services. The Customer Service Supervisor works under general supervision of the Customer Service Manager.





Interested applicants should submit completed applications by Sunday, October 27, 2024 at 11:59PM.





Once your application has been completed, you will receive an email acknowledging the submission has been successfully completed. After the posting comes down, the hiring team will review all applications, and you will be notified either way if you are selected for further steps in the hiring process. Please ensure all contact information is kept up to date.





Compensation & Benefits



+ Full-time, Exempt Salary position.


+ Starting wage is based upon individual qualifications. $76,680 - $105,160.


+ Typical work schedule is Monday - Friday, 8:00am - 5:00pm with an hour lunch. May need to occasionally work at 7:30am.


+ Full-time benefits package including IPERS retirement benefits, health, dental, vision and life insurance. Click here for more information on CFU's benefits. (https://www.cfu.net/filesimages/our-company/2024%20CFU%20Benefits%20Summary_07232024.pdf)


+ Health, Dental, Vision (Single or Family) – Eligible 1st of the Month Following 30 Days of Hire Date


+ Paid Vacation, Holidays, Sick Days, Bereavement Leave, and Flexible Days


+ IPERS and 457 Retirement


+ EAP Services Free to CFU Employees and Immediate Family Members


+ Educational Assistance and Professional Development


+ Employee Wellness Program and Onsite Fitness Center


+ Employee Recognition Program – Service Anniversaries


+ Public Service Loan Forgiveness (PSLF) Employer







Responsibilities





+ Supervises the daily operations of the customer service and switchboard/receptionist employees; including but not limited to hiring, terminating, training, performance evaluations and assistance with questions; ensures adequate coverage and deadlines are met; Assists with general supervision of other Credit Services and Communication Sales staff as needed.


+ Responsible for ensuring that employees obtain the necessary training and skills to perform their job tasks to the best of their abilities.


+ Assists customer services staff with escalated customer issues by gathering information and investigating situations to ensure CFU policies have been followed and the customer is satisfied with the end result; assist with billing related issues and troubleshooting the billing system: this includes ability to do adjustments, miscellaneous billings/credits, correcting billings related to equipment issues, and complete account verifications as needed.


+ Works with management to implement new projects or programs, and communicates changes to employees as necessary. Responsible for ensuring business process documentation is accurate and up to date.


+ Responsible for maintaining a positive work atmosphere by acting and communicating in a manner that promotes positive relations with customers, co-workers and management.





Qualifications




Education & Experience:



+ Bachelor’s degree in business or related field and t hree years of customer service experience with demonstrated leadership ability, or equivalent combination of work experience and education.


Knowledge, Skills and Abilities:


+ Knowledge of:Cedar Falls Utilities products, policies and procedures; overall knowledge of each CFU utility; Iowa Utility Commission and city, state, and federal regulations; CFU customer billing and meter reading procedures, and computer software applications.


+ Ability to : Maintain a high level of professionalism; effectively deal with upset customers; utilize critical thinking and problem solving techniques when dealing with customer bill accounts; communicate effectively both orally and in writing; carry out work assignments as instructed; utilize computer databases and software; maintain accurate records, multi-task and prioritize; establish and maintain cooperative work relationships with those contacted throughout the course of work; develop employees and hold them to a high standard of performance.



Physical Tasks and Environmental Conditions:



+ Work involves sedentary to light work in an office setting. There is frequent need to stand, stoop, walk, sit, lift light objects (up to 10 pounds) and perform other similar actions during the course of the workday. Employee accommodations for physical or mental disabilities will be considered on a case-by-case basis.



Pre-employment drug screen and physical is required.








































Job LocationsUS-IA-Cedar Falls

Posted Date11 hours ago(10/15/2024 4:56 PM)



Job ID 2024-1402


# of Openings 1