Customer Accounts Supervisor Salary $43.92 - $53.39 Hourly Location Tacoma, WA Job Type Classified Job Number 0041-25 Department City of Tacoma - CITY WIDE LIST Opening Date 01/27/2025 Closing Date 2/10/2025 5:00 PM Pacific + Description + Benefits + Questions Position Description The City of Tacoma is recruiting to establish an Eligible List for the position of Customer Accounts Supervisor, which will be used to fill vacancies in Tacoma Public Utilities (TPU) (https://www.mytpu.org/) and Environmental Services (ES) (https://www.cityoftacoma.org/government/city\_departments/environmentalservices) as they occur for a period of one year. Both TPU and Environmental Services have a need to fill immediate vacancies on their teams. Customer Accounts Supervisors are the first-line supervisor in the Customer Service series. Customer Accounts Supervisors are responsible for the oversight and direction of the activities and operations of a customer service section, including training and motivating subordinates in all customer services offices and functions; providing work direction and assignments and addressing and resolving customer service issues and concerns. Essential Duties: + Supervise and coordinate the activities of a customer service section including the processing of billings, adjustments, payments and service order requests. + Supervise, provide employee development, coach, train, evaluate, and address performance concerns of assigned personnel . + Coordinate with customers regarding billing problems, procedures or complaints; receive and provide information regarding customer invoices . + Coordinate communications and special projects with other City department's personnel and outside organizations. + Attend various meetings as assigned including billing dispute hearings. + Develop and update procedures and policies for maintenance of customer billings, checking of billings and posting of daily cash payments and the investigation and adjustment of billing errors. + Assist in compiling information and preparing reports for departmental budget preparation, statistical and analytical reports. + Oversee the maintenance of records related to and services performed or billed by utilities. + Ensure continuous process improvements throughout the division while providing leadership and direction to staff. Qualifications + Graduation from high school or equivalent + 5+ years of increasingly responsible technical experience in a customer service environment + Supervisory experience within the past 10 years NOTE: 3 or more years as a Customer Services Representative, Lead, with the City of Tacoma or Tacoma Public Utilities, will meet the requirement of supervisory experience. Desired Qualification Bilingual Licensing, Certifications and Other Legal Requirements Depending upon assignment, a Washington State driver's license may be required. Physical Requirements and Working Conditions Office environment. Responsible for dealing with escalated customer situati ons . Depending on assignment, may require occasional local travel. Knowledge & Skills KNOWLEDGE AND SKILLS: + Principles and practices of supervision and training + Communicate effectively both orally and in writing + Ability to de-escalate challenging situations + Analyze situations accurately and adopt an effective course of action + Establish and maintain cooperative and effective working relationships with others + Revise and adopt work procedures and record-keeping systems + Plan and organize work + Meet schedules and timelines + Ability to understand , apply , and explain codes, rules, regulations, policies and procedures + Add, subtract, multiply and divide quickly and accurately + Maintain records and prepare reports Selection Process & Supplemental Information City of Tacoma Commitment to Diversity and Inclusion Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play. The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws. Apply Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position. Applicants who meet the minimum qualifications will have their supplemental question responses reviewed by a panel of subject matter experts as part of the civil service examination. Applicants who pass the examination will be placed on the eligible list for interview and hiring consideration. Reference checks will be conducted on final candidates. Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification. Communication from the City of Tacoma: We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders. Questions regarding this announcement may be directed to the Human Resources Department at 253.591.5400 before 4pm on the closing date. The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives. Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger. Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger. Vision Coverage: For eligible employees and their eligible dependents. Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type. Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees. Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income. Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200. Other Employment Information Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit. Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule. Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees. Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice. 01 Responses to supplemental questions must be original content created by the applicant using their own words. The use of online tools or resources to create responses, such as Artificial Intelligence (ChatGPT, etc.), Google, Bing, etc., or plagiarism in any form, is considered cheating and falsification of the application. I understand that any form of cheating or falsification will disqualify my application for further consideration. + Yes + No 02 Do you have a high school diploma or equivalent? + Yes + No 03 Check the box that most closely matches your work experience as it relates to this position. Ensure that your job history information matches the selection you choose. + 0-4 years increasingly responsible technical experience in a customer service environment. + 5 or more years increasingly responsible technical experience in a customer service environment. + None of the above, but willing to learn 04 Select a response below that best matches your supervisory work experience within the last 10 years. Ensure that your job history information matches the selection you choose. + 1-2 years supervisory work experience + 3-5 years supervisory work experience + 6 or more years supervisory experience + 3 or more years as a Customer Services Representative, Lead with City of Tacoma/Tacoma Public Utilities + No supervisory experience, but willing to learn 05 Desired Qualification: If you have bilingual competency, please identify the language(s) in which you have verbal, fluent proficiency in the box below. 06 INSTRUCTIONS FOR THE EXPERIENCE AND TRAINING TEST: Questions 7-11 are the Experience and Training Test that will be used to establish the eligibility list. These questions will be scored by subject matter experts who will not have access to any of your application materials, and will provide scores based solely upon your answers to the questions. You must describe when and where you received your experience and/or training and what work was performed. Your answers must stand on their own merit. DO NOT refer to your resume in lieu of answering this question, as raters will not have access to your resume or application and this will result in a score of 0 points. Your score on the experience and training test will solely reflect your responses to the questions asked. For questions 7-11 make sure you describe your position, including your roles in the position, key activities, level of responsibility and the number of years' experience in that capacity. You will have a limited amount of space of approximately 200 words to provide each answer. Please indicate "Yes" that you have read and understand the instructions for questions 7-11. + Yes + No 07 In 200 words or less, please describe a time when you implemented a process improvement or initiative that positively impacted your team or organization. 08 In 200 words or less, please tell us about a time when you have lead or supported a team to meet or exceed performance metrics. Identify the performance metrics used and how you met or exceeded them. 09 In 200 words or less, describe your experience building teams as a supervisor and how you have integrated differing skills, personalities, backgrounds, values and perspectives to meet common goals. 10 In 200 words or less, provide an example of your supervisory work experience where you were responsible for building strong customer relationships and delivering customer-centric business solutions. 11 In 200 words or less, provide an example of a time when you had a staff member who had performance concerns that you had to coach. What were the concerns, how did you address them, and what was the outcome? 12 One of the City's Principles that guides us is Equity. Describe what equity means to you and describe an experience you have working with diverse groups of people. 13 Please tell us how you learned about this job opening. + Job Interest Card notification + Professional organization + Military organization + City of Tacoma employee + Online job board posting + Word of mouth + LinkedIn + Indeed + Facebook + Instagram + Careers in Government + Government Jobs + Outreach Event + National Diversity Network + African American Job Network + Asian Job Network + Disability Job Network + Latino Job Network + Retirement Job Network + LGBT Job Network + Veteran Job Network 14 Please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings. Required Question Employer City of Tacoma Address Human Resources Department 747 Market Street Tacoma, Washington, 98402-3764 Phone 253-591-5400 Website http://www.cityoftacoma.org Apply Please verify your email address Verify Email