Customer Service Supervisor

Salary : $85,152.00 - $103,500.00 Annually
Location : City Hall, 8650 California Avenue, South Gate, CA
Job Type: Full Time Classified
Job Number:
Department: Administrative Services
Division: Finance
Opening Date: 10/14/2026
Closing Date: 10/28/2026 5:00 PM Pacific
Max Number of Applicants: 60

About the Position
THIS RECRUITMENT WILL CLOSE

AT 5:00 P.M. ON WEDNESDAY, OCTOBER 28, 2026, OR

ONCE WE RECEIVE THE FIRST 60 APPLICATIONS,

WHICHEVER OCCURS FIRST

Under general supervision, plans, organizes, supervises, and reviews the day-to-day operations of the Customer Services section, which includes utility billing, collections, customer service, cashiering, business license intake and compliance; supervises and evaluates assigned staff; and performs related duties as required.

Class Characteristics
Incumbents are distinguished from the Senior Customer Service Representative by full supervisory authority and accountability for the operational results of the section, and by the scope of responsibility, which is limited to day-to-day operations of the section rather than department-wide policy, financial reporting, and budget management.

Supervision Received
Works under the general supervision of the Budget and Procurement Manager.

Supervision Exercised
Exercises direct supervision over the Senior Customer Service Representative, Customer Service Representatives, and other line-level, part-time, temporary, and volunteer staff assigned to the incumbent's section. Customarily and regularly directs the work of two or more full-time employees. Recommends personnel actions, including hiring, advancement, discipline, and termination; completes performance evaluations; and approves leave and timecards within delegated authority.
Examples of Essential Functions

Essential functions may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions, duties, technologies, or work locations associated with this class. Employees may be assigned duties not listed below, including duties involving technologies adopted after the date of this specification. Reasonable accommodations will be made as required. Essential duties and responsibilities may include, but are not limited to, the following:

Plans, organizes, schedules, assigns, supervises, and reviews the work of staff assigned to the section; selects, trains, evaluates, and disciplines personnel; initiates the disciplinary process; establishes operational priorities, performance standards, and quality assurance measures; monitors workload and adjusts staffing assignments within the assigned section to meet operational needs and support staff development.

Develops, recommends, and implements operational policies, procedures, and internal controls for the section; recommends revisions to City ordinances, fee schedules, and administrative regulations within the section's scope; and supports the development of City Council items as required.

Receives and resolves customer service issues elevated beyond the Senior Customer Service Representative level; communicates with customers, businesses, vendors, financial institutions, and other agencies on sensitive, complex, or unusual matters; and represents the Department in customer-facing forums as assigned.

Reviews and approves operational reports; identifies and resolves discrepancies; supports preparation for and response to internal and external audits, including the Annual Comprehensive Financial Report (ACFR) audit; and reports operational performance to the appropriate manager.

Participates in the preparation and administration of the section's budget; monitors expenditures; identifies operational and budgetary issues; and supports department-wide budget development.

Serves as the section's primary operational user of financial services systems; coordinates with Information Technology and software vendors on system issues, upgrades, and enhancements; and supports system testing and training for assigned staff.

Coordinates with other City departments and external agencies on operational matters affecting the assigned section; participates in interdepartmental projects, including system implementations, policy development, and customer service initiatives; and prepares correspondence, reports, and presentations in support of department operations.

Manages the day-to-day administration of the Customer Services section, including utility billing and customer service, business license intake and compliance, and cashiering; reviews and approves transactions within delegated authority; and ensures compliance with applicable laws, regulations, City ordinances, and administrative regulations, including those governing utility billing and cash handling.

Manages the City's business license intake and compliance program; serves as the Department's primary operational liaison with the City's third-party business license administrator; coordinates and conducts field inspections and compliance audits of businesses operating in the City; issues notices of noncompliance within delegated authority; and coordinates with the Code Enforcement Division and other City departments on business license compliance and delinquency enforcement.

Oversees cashiering internal controls, including supervisory verification, deposit preparation, and reconciliation activities; and ensures compliance with the City's Cash Handling Administrative Regulation and related policies.

Supports the City Attorney's Office in the prosecution of delinquent accounts and business license violations, including the preparation of supporting documentation, transaction records, and operational testimony as required.

Performs other related duties as required, consistent with the nature, level, and complexity of work assigned to this classification.
Minimum & Desirable Qualifications
Training and Experience

Graduation from an accredited college or university with an associate's degree in accounting, finance, business administration, public administration, or a closely related field, or completion of at least sixty (60) college semester units (or ninety (90) quarter units) in the same or a closely related field from an accredited college or university is required. In addition, three (3) years of progressively responsible experience in municipal or other governmental financial services, customer service, utility billing, or accounts receivable, including at least two (2) years of experience in a supervisory or lead capacity is required. A bachelor's or master's degree in a related field, professional certification (such as Certified Public Finance Officer or Certified Government Finance Manager), and/or bilingual ability (English/Spanish) are desirable.

License/Certifications/Special Requirements

Possession of a valid Class C California Driver's License and a satisfactory driving record are desirable. An incumbent appointed to this position is subject to enrollment in the California Department of Motor Vehicles (DMV) Pull Notice Program.
Knowledge, Skills, and Abilities

Knowledge of: principles and practices of public sector financial administration, including utility billing, accounts receivable, cashiering, business licensing, and revenue collection; governmental accounting, internal controls, and cash handling; supervision, including selection, training, performance evaluation, and progressive discipline; applicable federal, state, and local laws, regulations, and ordinances governing municipal financial services and business licensing; customer service in a public agency setting; methods and software used in financial transactions, utility billing, and reporting; and public agency budget development and administration.

Ability to: plan, organize, supervise, and evaluate the work of subordinate staff; exercise sound independent judgment within established policies and procedures; analyze complex operational and fiscal issues and develop sound recommendations; interpret and apply laws, regulations, ordinances, and City policies; develop and recommend operational policies, procedures, internal controls, and revisions to City ordinances and administrative regulations; communicate clearly and effectively, both orally and in writing; resolve sensitive customer service matters with diplomacy and tact; maintain confidentiality of customer, employee, and City financial information; and establish and maintain effective working relationships with co-workers, subordinates, supervisors, elected officials, the public, and external agencies.
Skill in: supervision and personnel management in a public agency setting; the application of governmental accounting and internal control principles to operational issues; and the use of standard office software, financial enterprise systems, utility billing systems, and cashiering systems at an advanced level.
Other Important Information
Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, talk, or hear. The employee is occasionally required to walk; use hands to operate, finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. The noise level in the work environment is usually moderately quiet. Incumbents may be required to attend evening meetings, including meetings of the City Council, and to work outside regular business hours to meet operational needs.

Recruitment Process
Application Packets Must Include: A fully completed online employment application which:

• Covers at least the past 10 years of employment history (or longer if you have other relevant experience).
• Responses to the supplemental questionnaire.
• Must be specific in describing your qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration. Stating "See Resume" is not an acceptable substitute for a completed application.
• Individuals who require a reasonable accommodation to participate in any phase of the application or selection process must advise Human Resources and make such a request during the application process. Every effort will be made to provide a reasonable accommodation where requested.

Selection Process: All application materials received by the application deadline will be reviewed and evaluated. All information supplied by applicants is subject to verification.

1. Application Review: The first phase will be a detailed review and appraisal of each candidate's application. This phase is for qualifying purposes only. There is no weight assigned to this phase. Those candidates who meet the minimum qualifications may be invited to the next phase.
2. Written Examination (pass/fail): If a written exam is given, a minimum of 70% must be obtained on the written exam in order to be eligible to continue to the next phase of the selection process which will consist of an oral appraisal interview.
3. Oral Appraisal Interview (100%): A minimum of 70% must be obtained to pass the oral appraisal interview. The top 10 qualified candidates will be invited to participate in the oral interview phase of the selection process.
4. Employment Eligibility List: The Employment Eligibility List will be established after completion of the examination process. Current and future vacancies will be filled from this list. Lists typically last for 12 months but may be extended or abolished in accordance with the City's Hiring Policy.

Pre-employment Process

• The City supports a Drug-Free Workplace.
• All potential employees are required to successfully complete a thorough background investigation, fingerprinting, and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening).
• New employees must complete a verification form designated by the United States Department of Homeland Security, Citizenship and Immigration Services, that certifies eligibility for employment in the United States of America.

Hiring of Relatives: Relatives of existing employees by blood or marriage will not be eligible for employment with the City if potential supervision, safety, security, or morale problems exist; or if potential conflicts of interest exist. Relatives include an employee's parents, children, spouse, brothers, sisters, in-laws, and step relationships.

The provisions of this announcement do not constitute an expressed or implied contract and any provisions contained in this announcement may be modified or revoked without notice.

Non-Sworn Employee Benefits

Effective 07/01/2025 - 06/30/2026

Approved 09/23/2025

1. Medical Insurance

• Cal