This position supervises and participates in Customer Care Division activities and operations; ensures the provision of professional and courteous customer service at all times; and performs other supervisory, technical and clerical work as required. The incumbent works within a general outline of work to be performed, and develops work methods and sequences under general supervision. • Supervises overall functions of the Customer Care Division and designs strategies to ensure day to day services have been controlled and that all the customers’ needs have been addressed;

• Reviews the work of subordinates for completeness and accuracy; evaluates and makes recommendations as appropriate; develops in-house training for employees regarding service procedures, policies and procedures; • Supervises and participates in the provision of efficient, professional and courteous customer service; assists staff with and resolves difficult customer service problems as needed; • Establishes and closes out customer accounts; • Investigates and corrects errors in billings, account and service records; proposes account adjustments as needed;

• Follows up with customers to ensure their service requests have been appropriately responded to; • Enters data into computer; writes and coordinates execution of utility service orders; ensures effective and efficient handling of related paper flow among various City departments; • Assists cashiers in collecting and balancing payments as needed