NEOGOV · 2 days ago
Customer Service Supervisor (Utility Billing)
Richland, WA
Full-time
Onsite
Mid, Senior Level
$78K/yr - $110K/yr
3+ years expNEOGOV is an employer for the City of Richland, seeking a Customer Service Supervisor to oversee the Customer Service division. This role involves supervising staff, managing utility billing software, and ensuring effective customer service operations.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Supervises assigned staff; evaluates and reviews work performance; works with employees to correct deficiencies; plans, coordinates, and arranges for appropriate training of subordinates; documents corrective action and applies City policy, as needed; participates in the interview and selection process of new employees; recommends merit increases, reassignment, and promotions according to established guidelines
Assists in managing the utility billing software upgrades and testing procedures for implementation; tests and recommends improvements for account analysis, internal auditing for the Customer Service functions, cash management reconciliation as related to Customer Service, and other special projects as assigned
Monitors and assists in the day-to-day activities of the customer services division. Manages staff schedules, utility billing, business licensing, customer interactions (phone, walk-in, email, etc.), and all other operational functions. Under the direction of the Customer Experience Manager, establishes and monitors performance metrics for customer service staff. Communicates with other departments and outside agencies as needed to resolve problems, provide information, explain applicable procedures, and discuss data anomalies
Provides guidance to the Customer Service team regarding appropriate customer interaction techniques, styles, and approaches
Assists in the planning of City-wide operations and makes recommendations to enhance current operations
Qualification
Required
Associate degree with coursework in business, accounting, finance
Three (3) years of experience in customer service
Two (2) years in a lead or supervisory role, or equivalent combination of education and experience
Valid driver's license
Preferred
Five (5) years of experience in customer service
Three (3) years of experience in collections/delinquent accounts
Two (2) years of experience in billing and/or auditing
Benefits
Excellent open access (preferred provider) medical plan with substantial City-paid contribution
City-paid: dental, vision, Life and AD&D Insurance (equals two times the employee's annual salary), and Long-Term Disability Insurance
Participation in the State of Washington's Retirement Plan (PERS)
Generous Paid Time Off (PTO)
10 Paid Holidays
4% City-match deferred compensation with 457 and 401(a) plan options
Extended Sick Leave (ESL)
Section 125 - Flexible Benefits Plan (Medical/Dependent Care)
City Paid and Employee Paid Retirement Health Savings Plan
Employee 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
The Carlyle Group,Warburg PincusWarburg 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