Customer Service Supervisor

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

202600746

Department

Administrative Services

Division

Finance

Opening Date

10/14/2026

Closing Date

10/28/2026 5:00 PM Pacific

Max Number of Applicants

60

• Description
• Benefits
• Questions

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.

• Application Review: The first phase will be a detailed review and appraisal of each candidates 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.
• 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.
• 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.
• 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 Citys 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 employees 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.

Equal Opportunity Employer

The City of South Gate is an Equal Opportunity Employer. In compliance with all applicable Federal and State laws, it does not discriminate on the basis of race, color, national origin, ancestry, marital status, age, religion, disability (mental or physical), medical condition, genetic characteristic or information, sex (including gender, gender identity, gender expression, or pregnancy), sexual orientation (including homosexuality, bisexuality, or heterosexuality), or military or veteran status in its employment actions, policies, procedures, or practices.

The City of South Gate

The City of South Gate is a busy urban community consisting of residential, commercial, and industrial development, spread over 7.41 square miles. It is currently ranked the 79th largest city in California with a population of approximately 97,000. Strategically located along the 710 freeway, the City is just 12 miles southeast of downtown Los Angeles.

Non-Sworn Employee Benefits

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

Approved 09/23/2025

1. Medical Insurance

• CalPERS Health Plans. City pays Kaiser HMO rates for all plans.

2. Dental Insurance

• Principal Dental PPO and Liberty Dental Network HMO options. City pays HMO dental rates.

3. Medical & Dental Opt Out

• City contributes a percentage of premium on a bi-weekly basis towards Citys deferred compensation plan.

4. Superior Vision Insurance

• City pays 100% of premium

5. Life Insurance

• $50,000 Life and AD&D

6. Vacation Leave - (Pro-rated @ hire)

• 80 hours/year (1 to 4 yrs); 120 hours/year (5 to 9 yrs); 160 hours/year (10+ yrs).
• Maximum accrual of 350 hours
• Vacation Buyout up to 40 hours/yr by written request

7. Sick Leave - (Pro-rated @ hire)

• 120 hours/yr.
• Sick Payout
• If hired after 1/1/93, refer to MOU
• If hired after 7/1/22, no sick leave payout.

8. Personal Business

• Up to 50 hours per calendar year, deducted from sick leave bank.

9. Administrative Leave for Exempt Employees - Pro-rated @ hire

• 60 hours/yr. - Exempt Employees Only
• Maximum accrual of 100 hours.
• Administrative Leave Buyout up to 40 hours/year by written request.

10. Holidays

• 130 hours/yr., includes days between Christmas Eve and New Years Day

11. Longevity Pay

• 1.5% for 5th through 10th Yrs; 2.0% for 10th+ through 15th Yrs; 2.5% for 15th+ through 19th Yrs; 3.0% for 20th+ Yrs.

12. Bilingual Pay for qualified employees in eligible positions

• Employees in positions eligible for bilingual pay must pass an exam.
• Verbal bilingual skills: $75/month (MEA Employees) / $100/month (PMMA Employees)
• Verbal, reading and writing Skills: $100/month (MEA Employees) / $125/month (PMMA Employees)
• Excellent verbal, reading, and writing skills with the ability to act as a Translator: $175/month (MEA Employees) / $200/month (PMMA Employees)

13. Communication Allowance for eligible Exempt Employees

• $100/month for use of personal cellular phone for City business in lieu of City issued phone.

14. Education Incentive Premium for PMMA Employees

• If not required by job classification
• $50/month for BA/BS degree
• $100/month for post-graduate degree

15. Equipment Mechanics Tool Allowance

• $600 per fiscal year for Equipment Mechanics

16. Deferred Compensation

• Voluntary Enrollment - Nationwide Retirement Solutions.
• Employer match of employee deferral up to $100/month.

17. Retirement CalPERS

• Classic Members - 2.7% at age 55 (5 year vesting period)

• Employee contributes 8.0% of Employees Share of Normal Cost

• PEPRA Members - 2.0% at age 62 (5 year vesting period)

18. Retiree Medical Insurance

• $300/month stipend plus CalPERS fee, at retirement with 20 years of qualifying City service & continued CalPERS medical enrollment.

19. Educational Reimbursement

• $2,500 annual per individual. $3,000 for private university.

01

Each applicant must complete this supplemental questionnaire as part of the application screening and selection process. The information you provide will be reviewed and used to determine your eligibility to move forward in the selection process. Incomplete responses, false statements, omissions, or partial information may result in disqualification from the selection process. Do you agree to answer each supplemental question truthfully and that your responses can be verified from information included within your application?

• Yes
• No

02

Select the highest level of education you have completed in accounting, finance, business administration, public administration, or a closely related field. Please attach a copy of your degree and/or official or unofficial transcripts to your application as verification of this educational requirement. Failure to provide the required documentation may result in disqualification from the recruitment process.

• Fewer than 60 college semester units (90 quarter) units in the same of a closely related field
• 60 or more semester (90 quarter) units in a related field
• Associates degree in a related field
• Bachelors degree in a related field
• Masters degree in a related field
• No related degree or education obtained in these fields

03

Select the years of progressively responsible experience you have in municipal or other governmental financial services, customer service, utility billing, or accounts receivable.

• Less than 3 years
• 3 to less than 5 years
• 5 to less than 7 years
• 7 or more years
• No experience in this area

04

If you have prior and/or current experience in the areas related to Question #3, please include name of employer(s), position(s) held, duration of employment, and duties assigned. If you answered "No experience in this area" to Question #3, please indicate N/A.

05

Of the experience detailed in Question #4, how many years were you in a supervisory or lead role? For this question, that means you regularly assigned, directed, and reviewed the work of at least two employees.

• Less than 2 years
• 2 to less than 4 years
• 4 to less than 6 years
• 6 or more years
• No supervisory and/or lead experience

06

Supervisory Responsibilities: Which of the following have you done as a regular part of your job? (Check only those that apply)

• Completed formal written performance evaluations for staff who reported to me
• Approved employee timecards and leave requests
• Served on a hiring panel or made hiring recommendations
• Documented performance issues or started the disciplinary process
• Built or delivered training for new or existing staff
• Set and tracked performance or workload standards for a work unit
• None of the above

07

Functional areas supervised: Which have you supervised or led staff in performing? (Check only those that apply)

• Utility billing cycles, including exception and adjustment review
• Delinquent account collections, including water shut-off for nonpayment under SB 998 (Water Shutoff Protection Act) or similar rules
• Cashiering, daily balancing, and deposit preparation
• Business license intake, renewals, or compliance enforcement
• Accounts receivable or miscellaneous billing
• Customer escalations, billing disputes, or payment arrangements
• None of the above

08

Procedures, controls, and systems: Which have you personally done? (Check only those that apply)

• Wrote or substantially revised a written procedure that my agency adopted
• Wrote a desk manual, training manual, or reference guide for staff
• Designed or revised internal controls for cash handling or reconciliation
• Prepared or contributed to a staff report for a city council or governing board
• Served as lead user, subject matter expert, or tester during a billing or financial system implementation or upgrade
• Worked with IT or a software vendor to resolve billing or cashiering system problems
• None of the above

09

Which best describes your Spanish language ability?

• None or limited
• Conversational speaking, limited reading and writing
• Fluent speaking, and can read and write routine customer correspondence
• Fluent speaking, reading, and writing, and have translated customer notices, letters, or procedures at work

10

Do you have a valid California Drivers License?

• Yes
• No

11

Do you claim Veteran's Preference? Note: to establish eligibility for Veterans Preference, applicants must attach a copy of their discharge from service form (e.g. DD214) with a status of Honorable discharge on the form at time of application. Failure to attach this documentation may result in disqualification from the position.

• Yes
• No

12

Are you a CalPERS retired annuitant?

• Yes
• No

13

I understand it is required to work entirely in person, and any form of remote work is not an option for the position I am applying for. Please answer Yes or No if you understand/do not understand and agree/do not agree to this type of work schedule.

• Yes
• No

14

I understand that an incomplete application may lead to disqualification from the recruitment process, and I have supplied all the applicable information in my application. Examples of incomplete/inaccurate information leading to disqualification include, but are not limited to noting incorrect department, leaving dates of employment blank, not attaching requested copies of certificates, leaving duties blank or noting "See Resume," etc.

• Yes
• No

Required Question

Employer City of South Gate

Address Human Resources Office, City of South Gate

8680 California Avenue

South Gate, California, 90280

Phone (323) 357-5835

Website http://www.cityofsouthgate.org/