at City of Chicago in Chicago, Illinois, United States
Job Description
Description:
Customer Services Supervisor
Department of Finance
Citation Administration (1 position)
Additional vacancies possible pending budget approval
Starting Salary: $56,172.00/annually
Applications for these positions will be accepted until 11:59 pm CDT on August 15, 2024.
Under general supervision, coordinates customer service activities for a City department or program, and performs related duties as required.
ESSENTIAL DUTIES
· Supervises the work of customer service staff responsible for responding to customer billing inquiries and complaints.
· Receives customer inquiries (via telephone, email or in writing) from citizens regarding a variety of citation and billing issues.
· Researches, resolves, and responds to account and billing information accordingly.
· Drafts correspondence (e.g., collection/delinquent letters, account records, customer inquiries, administrative release).
· Reviews reports to identify delinquent accounts and creates collection initiatives to ensure debts are collected.
· Identifies and places accounts on hold and adjusts upon payment.
· Compiles and prepares customer service survey ratings and recommends areas of improvement to ensure the highest level of customer satisfaction.
· Acts as a liaison with outside contractors to ensure customer inquiries are responded to in a timely manner.
· Processes administrative release requests submitted from municipal and governmental agencies.
· Reviews payment records and supporting documents to assist in processing releases for immobilized vehicles.
· Tracks and reports collection activities of delinquent accounts.
· Processes and reviews refund requests for credit card, cash, checks or tax offsets.
Additional duties may be required for this position.
Location: 2 N. Lasalle St., 12 th Floor
Chicago, IL 60602
Days: Monday through Friday
Hours: 8:30 AM to 4:30 PM
THIS POSITION IS IN THE CAREER SERVICE
Qualifications:
Three years of customer service experience; or an equivalent combination of education, training, and experience.
Preference will be given to candidates possessing the following:
· Associate degree
· Previous supervisory experience
· Previous experience researching debt
· Proficiency using Microsoft Excel
SELECTION REQUIREMENTS
This position requires applicants to successfully complete an interview which will include a written exercise and/or skills assessment as part of the interview. The interviewed candidate(s) possessing the qualifications best suited to fulfill the responsibilities of the position, based on the oral and written parts of the interview will be selected.
APPLICATION EVALUATION: Initial evaluation will be based on information provided on the application and the documents submitted. Department of Human Resource staff will review applications after the final posting date. Staff will follow any and all required Employment/Hiring Plan provisions, federal, state and local laws, and Collective Bargaining Agreements when applicable. Staff will apply hiring preferences as required by the municipal code. Placement on an eligibility list is not an offer or guarantee of an interview nor employment with the City of Chicago.
COMMITMENT TO DIVERSITY: To further our commitment to hiring applicants with diverse experience the City of Chicago has adopted the following ordinances 2-74-020 and 2-74-075. The ordinances provide a preference to applicants who meet minimum qualifications and who are veterans of the Armed Forces, and/or residents of Socio-Economically Disadvantaged Areas (SEDA) and/or Chicago Public School (CPS) high school graduates to be referred to departments for consideration. These hiring preferences do not apply to bidders, as Collective Bargaining Agreements define the hiring process for bidders. For positions covered by a collective bargaining agreement, bidders will be considered before external candidates. To learn more about our hiring practices click here. (https://www.chicago.gov/city/en/depts/dhr/provdrs/emp.html)
ALL REFERENCES TO POLITICAL SPONSORSHIP OR RECOMMENDATION MUST BE OMITTED FROM ALL APPLICATION MATERIALS SUBMITTED FOR CITY EMPLOYMENT.
The City of Chicago in an Equal Employment Opportunity and Military Friendly Employer.
City of Chicago
Brandon Johnson, Mayor
