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Customer Service Supervisor

City of Moreno Valley, CA

Moreno Valley, CA

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JOB DETAILS
SALARY
$63,481.60–$89,398.40 Per Year
SKILLS
Administrative Policies, Analysis Skills, Background Investigation, Billing, Billing Software, Budgeting, Business Administration, Business Performance Management, Business Plan, Call Center Operations, City Government, Coaching, Communication Skills, Community Development, Community and Social Services, Continuous Improvement, Customer Escalations, Customer Experience, Customer Relations, Customer Service Management, Customer Service Operations, Customer Service Systems, Customer Support/Service, Detail Oriented, Documentation, Economic Development, Electrical Utility, Employee Orientation, Energy & Utilities, Finance, Financial Services, Groundskeeping, High School Diploma, Human Resources, Interpret Regulations, Leadership, Legal, Library and Information Science, Maintain Compliance, Maintenance - Electrical, Maintenance Services, Multitasking, On Site Support, Operations, Operations Management, Organizational Skills, Payment Processing, People Management, Performance Analysis, Policy Development, Problem Solving Skills, Procedure Development, Process Improvement, Public Works, Resolve Customer Issues, Resource Management, Sales Management, Staff Development, Team Lead/Manager, Team Player, Technical Support, Technical/Engineering Design, Training/Teaching
LOCATION
Moreno Valley, CA
POSTED
3 days ago
Salary : $63,481.60 - $89,398.40 Annually
Location : CITY HALL 14177 Frederick Street, Moreno Valley, CA
Job Type: Full-time Career
Job Number: 2025-00144
Department: Public Works
Division: Electric Utility
Opening Date: 06/02/2026
Closing Date: 6/16/2026 5:00 PM Pacific
FLSA: Non-Exempt

Description
Great service starts with great people!
Join Team MoVal and make every customer interaction count!
Applications will be reviewed to determine whether applicants meet the minimum qualifications for the position. Interested candidates are strongly encouraged to apply as early as possible, as this recruitment may close without further notice once the application limit has been reached.

This recruitment will remain open until Tuesday, June 16, 2026, or until 25 qualified applications have been received, whichever occurs first.

This position will be on a 4/10 schedule with every Friday off.

THE OPPORTUNITY
The Customer Service Supervisor oversees the daily operations of the Utility Customer Service Division, ensuring the delivery of high-quality customer service and efficient utility account management. This position plans, organizes, supervises, and participates in activities related to customer inquiries, utility billing, payment processing, service requests, account maintenance, and field service coordination. The Customer Service Supervisor leads a team of Customer Service Representatives and support staff, providing guidance, training, performance management, and operational oversight. The role serves as the primary point of escalation for complex customer concerns involving utility billing, service initiation and termination, meter services, payment arrangements, and account disputes. The incumbent works collaboratively with finance, billing, field operations, and other departments to maintain service excellence, improve workflows, ensure regulatory compliance, and support organizational goals. This position requires strong leadership, customer service expertise, problem-solving skills, and the ability to balance operational efficiency with a positive customer experience in a fast-paced public service environment.
JOB DESCRIPTION

Click to access the complete classification description, including the experience, education, and physical and mental requirements for this job.
IDEAL CANDIDATE
Our ideal candidate is a customer-focused and collaborative leader with extensive experience in utility customer service operations, billing administration, account maintenance, and payment processing. They possess a proven ability to supervise, coach, and motivate customer service teams while fostering a culture of accountability, professionalism, and exceptional service. This individual excels at resolving complex customer issues with tact, diplomacy, and sound judgment, particularly in situations involving billing discrepancies, service requests, payment arrangements, and customer complaints. They are highly organized, detail-oriented, and capable of managing multiple priorities while ensuring operational accuracy and compliance with established policies and procedures. The successful candidate demonstrates strong analytical and communication skills, is comfortable interpreting and explaining regulations and policies, and effectively collaborates with internal departments and external stakeholders. They are committed to continuous improvement, process optimization, staff development, and the delivery of responsive, equitable service to the community. Highly desirable candidates will have experience in a utility or municipal environment and proficiency with utility billing and customer information systems.
MINIMUM QUALIFICATIONS
An Associate's Degree in utilities management, energy technology, public works, business administration, or a closely related field. A minimum of five (5) years of progressively responsible customer service experience, including utility billing, cashiering, account maintenance, and customer account resolution. Experience in a governmental agency is preferred.
Licenses; Certificates; Special Requirements:
None.
DISTINGUISHING CHARACTERISTICSThe Customer Service Supervisor is the full supervisory-level classification in the Utility Customer Service series and is responsible for overseeing the daily operations and activities of customer service staff. Incumbents exercise independent judgment in coordinating workflow, resolving escalated customer concerns, monitoring operational performance, and ensuring compliance with City policies and procedures.

This classification is distinguished from the Customer Service Representative in that the latter performs journey-level customer service and technical support duties without supervisory responsibility. It is further distinguished from the Customer Service Manager, who has overall managerial responsibility for customer service operations, budget administration, policy development, and division-wide program oversight.
THE CITY
Moreno Valley was incorporated in 1984 as a General Law City, merging the communities of Moreno, Sunnymead, and Edgemont. The City operates under a Council-Manager form of government. The City Council comprises an elected Mayor and four Council Members elected by district. The City has a committed customer-service-oriented workforce comprised of more than 550 employees who provide a wide range of municipal services including Public Works, Economic Development, Community Development, Parks and Community Services, Financial and Management Services, and Library services. The City contracts with Riverside County for Police and Fire services.
ABOUT THE MORENO VALLEY UTILITY DIVISION
The Moreno Valley Utility (MVU) manages the operation, maintenance and business planning of the City's electric utility. The City began serving new customers in February 2004, providing safe, reliable, and economical public electric service with a focus on innovative customer solutions, infrastructure enhancement, community development, and environmentally responsible resource management.For more information about the Moreno Valley Electric Utility Division, please click .
THE SELECTION PROCESS
Applicants possessing the MOST DESIRABLE qualifications at each level, based on a screening of required application materials, including the completed Supplemental Questionnaire, will be invited to continue in the selection process. The City of Moreno Valley prioritizes and is committed to continuously providing a workplace where equal employment opportunity is afforded to all people.

Recruitment Process: Human Resources (HR) reviews all application materials to determine whether candidates meet the established minimum and preferred qualifications after the position closes. Those who qualify will be advanced to the next stage of the recruitment process. All applicants will receive email notifications regarding their status.

Application Screening
Applications and supplemental materials will be reviewed to identify candidates whose qualifications best align with the position's essential requirements. Only those applicants who meet the criteria outlined in the job bulletin will advance to the next phase of the selection process.

Video Appraisal Interview
Applicants may complete a self-guided video interview by recording responses to a series of structured questions. These questions are designed to assess each candidate's qualifications and suitability for the position. There is no live interviewer or proctor; candidates will record their answers independently and submit the videos for evaluation.

Technical Interview:
Selected applicants will be invited to participate in a structured technical interview designed to evaluate job-related knowledge, problem-solving abilities, and proficiency in key competencies required for the position. Candidates will respond to a series of standardized questions, and their performance will be assessed using predetermined evaluation criteria to ensure a fair and consistent appraisal process.

Based on the Department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedure.

Eligible List: Once the appraisal is complete, HR will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

DISCLAIMERS
The City of Moreno Valley is an Equal Employment Opportunity Employer. The City of Moreno Valley prioritizes and is committed to continuously providing a workplace where equal employment opportunity is afforded to all people. As part of this commitment, the City of Moreno Valley will ensure that persons with disabilities are provided reasonable accommodations.

If reasonable accommodations are needed to participate in the interview process, please contact Human Resources at hr@moval.org or (951) 413-3045.
BENEFITS: For an overview of the City of Moreno Valley's excellent benefit offerings, please click the following link:
SELECTION PROCESS: Following an administrative review of each application, only the most qualified applicants will be invited to an oral interview and/or testing. The successful candidate will be required to pass a medical examination, and to submit original documentation to establish both work authorization and identity (per the Immigration Reform and Control Act of 1986). Criminal background investigations will be conducted, and, in accordance with our Drug Free Workplace Policy, a Drug Screening Test will be required.

The City of Moreno Valley is an EQUAL OPPORTUNITY EMPLOYER. For further information regarding this position, contact the Human Resources Department at (951) 413-3045.

The provisions of this job announcement do not constitute an expressed or implied contract.
01

This supplemental questionnaire is used to further evaluate your experience and education to determine your eligibility for this position. Responses should be complete and specific, describing work you have actually performed, the level and purpose of the work performed and how often. To be considered for this position, the experience you indicate in your responses to the supplemental questions must also be described, in detail, on the Work History/Experience section of your Employment Application. A resume will not be considered in determining your qualifications. A response of "see resume" or "see application" for any of the supplemental questions will result in the questions not being scored. Please check Yes/No if you understand the above requirement.
  • Yes
  • No

02

Do you possess experience working in a municipal and /or governmental environment?
  • Yes
  • No

03

If you answered "Yes" to the question above, please provide the name of the government agency where you gained your experience. ("See Resume" is not a valid response, if you do not have this experience, put N/A)
04

Please indicate the amount of progressively responsible customer service experience you possess.
  • Less than three (3) years
  • Three (3) - four (4) years
  • Five (5) - six (6) years
  • Seven (7) years or more

05

How many years of experience do you have working in utility customer service, including utility billing, account maintenance, payment processing, or customer account resolution?
  • Less than 2 years
  • Two (2) - three (3) years
  • Four (4) - five (5)
  • Six (6) years

06

Which of the following functions have you performed as part of your customer service experience? (Select all that apply.)
  • Utility billing
  • Meter service coordination
  • Collections/payment arrangements
  • Complaint resolution
  • Customer service call center operations
  • Service initiation and termination
  • Customer account maintenance
  • Cashiering/payment processing
  • None of the above

07

Please Indicate the highest level of education you have completed.
  • Less than High School Diploma or GED
  • High School Diploma or GED
  • Some college coursework completed (less than 59 semester units or less than 89 quarter units)
  • Associate's Degree (at least 60 semester units or 90 quarter units)
  • Bachelor's Degree (at least 120 semester units or 180 quarter units)
  • Master's Degree or higher

08

Do you have experience working with utility billing software, customer information systems (CIS), or similar account management systems?
  • Yes
  • No

09

This position may require interacting with upset customers, handling sensitive account information, and making decisions regarding complex service issues. Please briefly describe your approach to maintaining professionalism and delivering excellent customer service in difficult situations.
Required Question

About the Company

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City of Moreno Valley, CA

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