NEOGOV · 1 week ago
Customer Service Supervisor - Billing Operations
730 East Broad Street, VA
Full-time
Onsite
Mid, Senior Level
$53K/yr - $100K/yr
3+ years expThe City of Richmond is committed to nurturing talent and fostering growth opportunities within its workforce. They are seeking a Customer Service Supervisor in Billing Operations to provide leadership and supervision to billing operations personnel, manage customer flow, and resolve billing queries.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Providing advanced-level internal and external customer service related to billing exceptions, abnormal usage, billing discrepancies, leak adjustments, and system-generated exceptions; serving as an escalation point for complex issues raised by team members, leadership, customers, and other departments via phone, email, and in-person interactions
Supervising, monitoring, and evaluating the performance of staff to ensure accuracy, timeliness, and compliance with established policies, procedures, and regulatory requirements; identifying performance gaps and developing targeted coaching and corrective action plans in alignment with management/City direction
Delivering initial and ongoing training for staff on billing systems, exception workflows, documentation standards, quality expectations, and process updates; reinforcing adherence to Standard Operating Procedures (SOPs) and quality assurance requirements
Overseeing daily exception workloads, prioritization, and assignment to ensure timely resolution and balanced distribution of work; monitoring productivity metrics, exception aging, and backlog trends to support operational goals
Reviewing, approving, and performing complex billing adjustments, account corrections, reconciliations, and exception resolutions as needed; ensuring all account actions are properly documented and auditable
Preparing, reviewing, and maintaining reports, trackers, spreadsheets, and performance documentation related to exception volumes, resolution times, accuracy rates, and staff productivity; utilizing data to inform decision-making and continuous process improvement
Performing data entry and system updates within the billing system and related tracking tools; ensuring data integrity and consistency across systems
Collaborating with Customer Service, Field Services, IT, and other internal stakeholders to investigate root causes of billing issues, resolve systemic problems, and implement process improvements
Supporting management initiatives related to system upgrades, policy changes, training rollouts, and operational improvements within Billing Operations
Performing additional duties and special projects as assigned by management
Other duties as assigned
Qualification
Required
Associate's degree in business, accounting, or a related field
Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments
Supervisory experience is preferred
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
Preferred
Minimum of two (2) years of supervisory experience
Minimum of two (2) years of experience working in a call center environment
Two (2) years of experience handling Customer escalations
Benefits
Virginia Retirement System (VRS)
Language Incentive
Referral Bonus
Tuition Assistance Program
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase