Posted: 10/31/25
Salary:  $97,662-$127,727
Location:  Canby, OR

Purpose of Position:

Performs a variety of complex and analytical tasks related to overseeing the customer service department. Supervises and leads activities related to customer service, with a primary focus on utility billing and collections. The role is responsible for ensuring a positive customer experience through effective communication, outreach, and education related to billing, payment options, conservation programs, and customer assistance resources. The Customer Service Supervisor reports to the Finance Manager. This position is classified as a full-time, exempt position that exercises direct supervision over the Customer Service Representative and Lead positions.

Essential Job Duties:

• Establish, monitor, and report on departmental goals and objectives.
• Promote exceptional customer service.
• Develop, draft, and recommend policies, programs, and procedures that affect customer service.
• Suggest new methods to improve the standard of services provided by Canby Utility.
• Provide information and reports covering assigned areas of responsibility.
• Maintain and manage the utility billing information system, utilizing all available resources to ensure accuracy, efficiency, and compliance with established practices, policies, and procedures.
• Provides backup support for the utility billing process, including bill generation and review.
• Review account adjustments daily.
• Oversee all residential and commercial account collections and deposits, ensuring adherence to established policies and regulatory requirements.
• Receive, investigate, and resolve customer disputes in accordance with company policies.
• Document and take appropriate actions as required.
• Prepare related customer correspondence.
• Analyze and prepare recommendations to address departmental needs and cost estimates, supporting operational planning and informed decision-making.
• Develops, administers, and monitors the customer service department's annual budgets for the fiscal year.
• Responsible for employment decisions related to customer service staff, including hiring, training, performance evaluations, coaching, discipline, and terminations.
• Directs, assigns, and evaluates the work of customer service personnel to ensure efficient operations and high-quality service delivery.
• Hears employee complaints and grievances, providing appropriate actions in accordance with collective bargaining agreements and company policies.
• Oversee the energy conservation consulting services contract.
• Process all commercial and residential rebates.
• Work with the consultant to maintain compliance with the Bonneville Power Administration’s energy efficiency reporting requirements.
• Maintain the Share the Warmth energy assistance program.
• Monitor program activities, including distributions, contributions, donations, and account balances.
• Provide an annual report to the Board of Directors and the State of Oregon. Make recommendations on program changes as needed.
• Ensure compliance with the Red Flag Rules (identity theft prevention) and conduct an annual review of the policy to identify any required updates.
• Presents the annual Red Flag Rules update and any recommended policy changes to the Board of Directors for review.
• Manage, create, and develop content for the utility’s web presence and lobby reader board.
• Ensure content is accurate and current.
• Recommend and oversee the site, looking for ways to repurpose information for a fresh look.
• Collaborate with other departments to gather outreach materials to share on the site.
• Monitor and report on all site analytical data as requested, using that information to enhance the public's website experience.
• Create or coordinate the production of the customer newsletter, The Reporter, and the annual Consumer Confidence Report (also known as a water quality report).
• Works collaboratively with the newsletter contractor and Veolia to provide content and refine publication content, ensuring accuracy, consistency, and clear communication.
• Manages Oregon Clean Fuels Program credits, including monitoring, documentation, and coordination of related transactions and submissions.
• Prepare and submit required reports to various agencies, ensuring accuracy and timely delivery. Examples include providing the City of Canby with reports on water use and street lighting, submitting well water use reports to the State of Oregon, and maintaining accurate contact and service data for the county’s reverse 911 (Everbridge) emergency notification system.
• Maintain phone system, including updating the call directory and working with the telephone service provider to troubleshoot problems as they arise.

Additional Job Functions:

• Maintain proficiency by attending training and meetings, reading materials, and meeting with others in areas of responsibility.
• Maintain work areas in a clean and orderly manner.
• Maintain cooperative working relationships with utility staff, other organizations and the general public.
• Provide back-up to customer service representatives as needed.
• Other duties as assigned.

Minimum Qualifications:

• High school diploma or equivalent plus additional specialized training equal to two years of college in business management or accounting and four years of customer service experience in a supervisory role or any satisfactory combination of experience and training which demonstrates the knowledge, skills, and abilities to perform the above duties.
• Broad knowledge of customer service practices, supervisory principles, budgeting, customer relations, accounts payable/receivable, and billing.
• Ability to communicate effectively both orally and in writing with customers, employees, contractors, other agencies, public officials, and the general public.
• Possession of a valid driver’s license to perform duties such as delivering mail, making bank deposits, and conducting other related errands as needed to support departmental operations.
• Knowledge of applicable regulations related to credit and collections.
• Proficient in Microsoft Excel and Word.

Preferred Qualifications:

• Previous experience within the electric and/or water utility industry
• Supervisory experience with a represented workforce.
• Website management experience.
• Bi-lingual (Spanish).

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation. Physical capability involves the use of office equipment where some agility and hand-eye coordination are needed. While performing the duties of this job, the employee may be required to crouch, crawl, kneel, stoop, bend, and reach regularly, depending upon the position. Extended periods of standing may be required. Must be able to occasionally lift, move, or carry objects up to 40 pounds. Manual dexterity and coordination are required for at least 50 percent of the work period when operating equipment such as computer keyboards, calculators, motorized vehicles, and standard office equipment.

Working Conditions:

This position typically works in an office setting with some demanding situations; occasional dealing with distraught individuals and challenging customer or employee interactions; and frequent interruptions, which require maximum flexibility. This position routinely utilizes standard office equipment, including computers and telephones. The work environment is usually well-protected, free from hazards or obstacles.

How to Apply:

Applications and a complete job description can be obtained from our website at www.canbyutilityor.gov or at our office located at 1265 SE 3rd Ave., Canby, Oregon. Please submit a resume and cover letter via email to bbenson@canbyutility.org if applying through the website. For more information or to obtain an application by mail, email, or fax, call Barbara Benson at 503-266-1156 ext. 312. A pre-employment driving history and background and reference checks will be performed after receiving a conditional job offer. Canby Utility is an Equal Opportunity Employer. We will accept applications by email; however, we cannot guarantee that they have been received. Please fax (503) 263-6597, mail, or bring your signed application materials to our office. Applications must be received by 4:00 p.m. on November 6, 2025.