Customer Service Supervisor at City of Chesapeake Human Resources – Chesapeake, Virginia

Working Title of Vacant PositionCustomer Service Supervisor
Job Type: Full Time
Posting Type: Public
Number of Vacancies: 1
Department: PUBLIC UTILITIES
Division: PUB UTIL BUS/CUST SVC
Requisition Number: 20269
Number of hours worked per week: 40+
Work Schedule: Monday – Friday 8am- 5pm OT as needed | Occasionally- Up to 1/3 of the time.
Work Site Location: Chesapeake, VA
Position Driving Requirement: N - Never
Pay Basis: Semi-Monthly
Advertised Salary: $44,734 – $66,541.75/ annually
*Salary depends on experience and qualifications

Job Description: Do you enjoy helping others? Do you enjoy being part of a team? Are you a good leader? If YES, then this may the job for you!

As the Customer Service Supervisor, you will:

• Oversee and support the customer service operations in our fast-paced call/payment center.
• Respond to, monitor, and document escalated inquiries as needed.
• Investigate, research, and evaluate customer concerns in order to determine account resolutions. Complex accounts may involve consultation with management or the City Attorney’s Office for legal guidance on billing matters concerning landlord-tenant and family disputes.
• Prepare daily deposit, process payments, and perform daily audits of cash drawers and safe.
• Prepare and maintain various reports and records.
• Assist staff with minor technical issues and defer to IT when needed.
• Plan and implement initiatives for performance improvement based on efficiency studies.
• Report progress through periodic conferences and meetings.
• Assist with monitoring call ques and taking calls when needed.
• Enter, update, and/or edit data into information systems.
• Assist with ensuring the business office is adequately staffed, and walk-in customers are promptly greeted and assisted in alignment with the City’s CARE standards. This individual will periodically walk out to greet customers waiting in the lobby.
• Provide back up support to the Call Center Supervisor by covering all areas of the call/payment center, supervising up to 14 subordinate staff members.
• Collaborate with technical support groups pertaining to the accuracy of Public Utilities web page details, sharepoint, and jotform.
• Monitor correspondence, emails and FOIA requests.
• Assist with other duties as assigned such as team champion.

The City of Chesapeake offers an exceptional range of benefits. Please browse our Benefits Brochure, for a full list of benefits and employee perks.

Required Qualifications: VOCATIONAL/EDUCATIONAL REQUIREMENT: Requires any combination of education and experience equivalent to an associate’s degree in bookkeeping or a closely related field.

EXPERIENCE REQUIREMENT: In addition to satisfying the vocational/education standards, this class requires a minimum of two years of related, full-time equivalent experience.

SPECIAL CERTIFICATIONS AND LICENSES: None.

SPECIAL REQUIREMENTS: Employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Preferred Qualifications: Experience in call centers, customer service, and utility billing is strongly preferred.

Job Open Date: 01/13/2026
Job Close Date: 01/21/2026
Open Until Filled: No

Special Instructions to Applicants: Drug Screening: MARIJUANAIn accordance with City policy, this position is deemed safety-sensitive. As such, applicants for this position are subject to pre-employment drug/alcohol testing after receiving a conditional offer of employment and may also be subject to random testing. This drug test includes testing for marijuana. Possession of a medical marijuana card will not excuse an applicant from the testing process; however, a test will not be considered positive for marijuana if a valid medical marijuana certification is presented unless the position requires a commercial driver’s license (CDL) or is a sworn law-enforcement officer/deputy.