3 days old

Customer Care Supervisor

Virginia Beach, Virginia 23451
  • Job Type
  • Job Status
    Full Time

Normal business hours: Monday through Friday, eight-hour work day flexible between the hours of 7:00 AM and 5:00 PM; Closed on holidays. 

HRSD seeks an energetic, flexible and team-focused Customer Care Supervisor for the Billing Work Center.  HRSD serves 470,000 customers which bill either monthly, bi-monthly or quarterly. 

The supervisor coaches and guides staff on performance using effective techniques to ensure division standards for courtesy, quality and accuracy are achieved.  Billing staff members are responsible for correcting a high volume of system errors arriving daily via electronic upload files from other organizations. The supervisor provides oversight for and guidance to self-directed work center teams to ensure the completion of each day’s work in a production environment with dynamic workflows

Under broad guidance of the assigned Customer Care Manager, the Customer Care Supervisor is responsible for:
a. Ensuring the recruiting, training and retention of qualified front line staff
b. Setting the performance objectives and measures for assigned, self-directed work centers dedicated to online posting of accounts receivable transactions (billings, payments, adjustments); collections of past due account balances; print and mail operations; mail opening and production remittance (payment) processing; customer contact (telephone, mail, e-mail, person-to-person)
c. Maximizing the utilization of work center staff and existing / emerging technologies to efficiently and effectively discharge the responsibilities of assigned work centers
d. Participating in the preparation of the Customer Care Center Division budget and ensuring the propriety of Customer Care Division expenditures
e. Maintaining strong working relationships with local jurisdiction employees in order to facilitate the data exchange necessary to bill HRSD wastewater treatment charges, collect HRSD facility charges, and promote continued joint initiatives such as combined billing and collections
f. Supporting and communicating the Mission, Vision and Values of HRSD


a. Education
1. Required
Associates degree in Business or Public Administration with a concentration in Accounting or equivalent education
2. Desired
Bachelors degree in Business Administration preferred or equivalent education
b. Experience
1. Required
a) Minimum of 4 years increasingly responsible experience in bookkeeping, related internal controls, and office operations
b) Minimum of 4 years experience which involve work that is mission critical, and time sensitive to include developing statistics through independent analysis and proficient use of standard PC software to produce reports / graphs/ charts
c) Minimum of 2 years supervisory experience, including adequate staffing, effective recruiting, and hiring
d) Demonstrated experience in conflict resolution in customer/supplier relationships
2. Desired
a) Prefer accounting experience to be in customer accounts receivable.
b) Minimum of 1 year experience in automated accounting and production
billing systems
c) Minimum of 1 year experience in supervising multiple concurrent projects
d) Demonstrated experience in assessing impact of new technology, workflow, errors, etc., on a work center, on the customers, HRSD, and the jurisdictions
e) Demonstrated ability to establish and maintain effective working relationships with county officials and employees, vendors, suppliers, 
contractors, the general public, and other professionals in the business
f) Demonstrated proficiency at an intermediate level in Microsoft Office
Software, including MS Outlook, Visio, and PowerPoint
c. Training Levels
Personnel are fully qualified at a Grade 7 with an Associate’s degree in Business Administration and an Accounting concentration
a) Grade 7a  - Completion of 3/4 of the Associates Degree & 3 years appropriate experience
b) Grade 7b  - Completion of 1/2 of the Associates Degree & 2 years appropriate experience
c) Grade 7c  - Completion of 1/4 of the Associates Degree & 1 year 
of appropriate experience
d. Job-specific Technical Competences
1. Required
a) Knowledge of standard office procedures, practices, equipment, the Enabling Act, Fair Credit and Collections Law, banking regulations, Generally Accepted Accounting Principles (GAAP), HRSD Rate Schedule, Procurement and Human Resources Policies/Procedures, Fair Credit and Collections Law, banking regulations, National Automated Clearing House Association (NACHA) guidelines
b) Ability to develop highly effective working relationships with all HRSD Directors, Chiefs, Managers, and employees
c) Establishes and maintains effective business relationships with customers,
employees of HRSD, and jurisdictions 
d) Seeks improvements and commitment of staff through quality management processes, consensus-building and collaboration, teambuilding concepts 
e) Plans, organizes, motivates and directs the work of subordinates.
f) Communicates effectively verbally and in writing
g) Problem-solves and works with the public in a courteous, diplomatic, and
tactful manner
e. Job-specific Behavioral Competencies
1. Sets Clear Performance Goals  
a) Clearly communicates expectations for results, timeliness, quality and other important parameters.
b) Establishes deadlines for delivery of results
c) Evaluates, determines and refines roles, responsibilities and expectations related to various projects throughout the organization; insists on and insures clarity of role and/or functions
f. Special Licenses
Valid driver’s license from state of residence
f. HRSD Universal Competencies (see link on previous page)

HRSD is committed to being an equal opportunity employer. HRSD does not discriminate against individuals in employment on the basis of race, sex, including sexual orientation, pregnancy, religion, color, national origin, age, disability, military or veteran status, genetic information, engaging in protected activity or any additional protected characteristics recognized by federal, state and local law.

HRSD is a Drug Free Workplace


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Customer Care Supervisor

HRSD Hampton Roads Sanitation Dist.
Virginia Beach, Virginia 23451

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HRSD Hampton Roads Sanitation Dist.
Virginia Beach, Virginia

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