CUSTOMER SERVICE SUPERVISOR

Salary : $87,765.08 - $120,985.02 Annually

Location : Burbank, CA

Job Type : Full-Time

Job Number : B1

Department : Burbank Water & Power

Opening Date : 08 / 22 / 2025

Closing Date : 9 / 5 / 2025 5 : 00 PM Pacific

OPEN COMPETITIVE RECRUITMENT

Open to all qualified candidates.

Tentative examination dates for this recruitment :

Week of 10 / 06 / 25 - Blind supplemental scoring

Week of 10 / 20 / 25 - Oral interview

Dates may change due to unforeseen circumstances. Candidates who pass each phase of the recruitment process will be notified of the official examination dates.

Under direction, to supervise a work unit in the Customer Service & Marketing Division of Burbank Water and Power; to perform a variety of difficult administrative and operational work; and perform related work as required.

Essential Functions

Supervises a customer care operation including : billing, call center, cashiering, credit, collections, mail center, payment processing, and field services; supervises, trains, and evaluates employees; recommends and monitors work unit and employee performance objectives, measurements, and priorities; compiles and presents section performance data; plans, schedules, and assigns work; assists public with complaint resolution; handles the most difficult customer / credit problems; understands system dependencies and relationships to determine cause and effect of issues; accesses various databases and software applications; evaluates business process effectiveness; recommends procedural changes for operational improvements or customer service enhancements; recommends programs or software applications that improve service levels or operations; reviews billing, consumption, and customer information data; analyzes complaints and inquiries regarding utility bills and customer information; authorizes adjustments to customer accounts; analyzes fee structure and recommends changes; applies rates schedules; responsible for and performs investigations to resolve customer, billing, or other concerns; prepares statistical reports; audits cash reports and makes bank deposits; maintains petty cash fund; reviews and edits material; participates in the development, implementation, and administration of programs, software applications, and projects; promotes City programs and services; makes recommendations regarding hiring, promotion and transfer; recommends disciplinary action up to and including termination.

Minimum Qualifications

Employment Standards :

Knowledge of principles of customer service and customer retention; supervisory techniques and principles; research and analysis methodology; laws and regulations of credit and collections; methods of receiving and accounting for payments; the mechanics and basic principles of utility services, meters and collection work; arithmetic; cash handling procedures; database programs; proper English usage, spelling, grammar, and punctuation in order to effectively perform the essential functions of this classification (this is not a language restriction as defined in California Government Code Section 12951).

Skill in identifying and raising critical customer service need to managers; fostering effective decision making by coaching teams in customer priorities and business context; facilitating effective meetings; and having difficult conversations with customers and team members; utilizing computers and related software.

Ability to inspire a customer centric team culture that values diversity and encourages growth; plan and direct the work of others; organize and maintain record keeping systems, including financial and statistical records; handle money with accuracy; positively interact with the public to resolve their complaints and give clear and appropriate explanations; tactfully and effectively handle highly emotional and volatile customer relations situations; understand and explain a wide variety of regulations, laws, technical procedures, and policies; maintain confidentiality; use independent judgment and initiative; make difficult computations involving utility rates, and similar items, accurately and rapidly; prepare written reports and present orally; communicate effectively both orally and in writing; establish and maintain effective working relationships.

Education / Training : An Associate of Arts Degree in business or public administration, accounting or a related field and four years recent experience in customer service, utility business or administrative work, including the responsibility of handling and accounting for considerable sums of money in cashiering or financial clerical work, including one year in a leadworker capacity. NOTE : Additional qualifying experience may be substituted for the required education on a year-for-year basis.

License & Certificates : Type accurately from clear copy at a speed of 45 net words per minute.

This job title is represented by the Burbank City Employees' Association (BCEA)

The City of Burbank offers excellent employee benefits, please click on the following link for additional information regarding employee benefits :

Additionally, there are Benefit Summary Sheets for each represented and unrepresented employee group that provide a more detailed summary of benefits. There are also some Benefit Summary Sheets for specific job titles. To access the Benefit Summary Sheets, please click here : note, employee benefits vary based on employment status - full-time or part-time; regular or temporary, and many benefits are not applicable to temporary employees.

01

You must answer the following question in order to be considered for the position. The purpose of this Supplemental Questionnaire is to give you an opportunity to provide additional information regarding your specific qualifications for the position of Customer Service Supervisor. This Supplemental Questionnaire is considered part of your application process and will be evaluated along with your application on a competitive basis to determine which applicants will proceed to the next step in the selection process.INSTRUCTIONSAnswers should be complete, specific, and precise. Incomplete, illegible, vague, or excessively long responses to any question may disqualify you from being considered further for the position. Please be specific in answering the Supplemental Questions, as they will be used to evaluate which applicants will be given further consideration in the process. DO NOT answer, "see resume" or "see application" as these are not valid answers. Click "Yes" to reflect that you have read and understand this statement.

• Yes
• No

02

I certify that the Supplemental Questionnaire responses are my own and were not generated by artificial intelligence (AI) or any other automated tool. I understand that submitting responses that are not my own may result in disqualification from the selection process or removal from employment consideration.

03

Please provide examples of your work experience that demonstrate your preparedness for this position in the areas of leading others, improving customer satisfaction, and the accurate processing of customer information.

04

Attention to detail is crucial in this role. Please tell us what your approach is to ensure that all research and data you have completed are timely, accurate, and easy to understand. Please provide specific examples of projects you worked on where you compiled and displayed data in a way that was easy for all levels of an organization to understand.

05

Please describe your level of knowledge with specific Customer Information Systems (CIS), Microsoft Suite - Word, Excel, and PowerPoint, and how you used those tools to meet your team's goals.

06

Describe your approach to coaching your employees. Please provide examples when you coached up employees and brought them up to be their best.

07

When you are part of a team that is working exceptionally well, what do you think the reasons are for its success?

08

Describe a situation when a customer really upset you, but you had to remain composed.

09

You will have to prepare written communications to multiple stakeholders to communicate a process change. How do you ensure that your communication is clear and concise? Please provide an example of when you have had to do this.

10

Please tell us why you believe you are the best candidate for this position.

11

What is the highest degree you have completed in business or public administration, accounting or a related field?

12

How many years of recent experience in customer service, utility business or administrative work, including the responsibility of handling and accounting for considerable sums of money in cashiering or financial clerical work do you have?

13

How many years of experience do you have in a lead capacity?

14

A certified typing certificate showing the ability to type 45 net words per minute must accompany application to be considered. By clicking "Yes" I am aware that I must have a typing certificate submitted prior to the closing date. If typing certificate is not submitted prior to the closing date, I will be disqualified from the process. TYPING CERTIFICATE REQUIREMENTS. TYPING CERTIFICATES MUST BE CERTIFIED FROM A GOVERNMENT AGENCY, BUSINESS COLLEGE, TEMPORARY AGENCY, PUBLIC SCHOOL, OR OTHER VERIFIABLE AGENCY AND DATED WITHIN ONE YEAR FROM THE LAST DAY TO APPLY. NET WORDS PER MINUTE MUST BE STATED ON THE CERTIFICATE. ONLINE TYPING CERTIFICATES ARE NOT ACCEPTED. PLEASE NOTE : Any certificate you have submitted with a previous application is not kept on file. You must submit the new certificate by mail, in person, by fax, or by email to the CityJobs email address ( ) in PDF format.

15

I understand that all requested information must be furnished on the application itself. Resumes and / or attachments may be included, but CANNOT BE SUBSTITUTED for a completed application form. A resume submitted in lieu of an application will not be sufficient. Furthermore, "See resume" is not an acceptable response under Duties. An application containing this response may be deemed incomplete. If I do not provide information on my application under Education, Experience, and / or License and Certificates sections that I meet the minimum qualifications for the position I am applying for, I will be deemed "not qualified" and may not proceed in the recruitment.

Required Question