Customer Service Manager

Job  Summary 

An employee in this class is responsible for coordinating and managing Customer Service Division efforts that include a clearinghouse customer service unit, billing, collections, and meter reading to ensure established priorities and goals are met and to set sound fiscal responsibility for the customer service programs. Completed work is reviewed for the nature and propriety of the final results. This position reports to the Deputy Director of Customer Care & Business Affairs.  Call Center Manager and/or Call Center Supervisor experience preferred.

Essential Functions:

These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position. 

• Supervises and evaluates the performance of assigned staff; interviews and recommends applicants for hire; recommends disciplinary actions; plans, coordinates, and arranges for appropriate training for subordinates. Provides technical guidance regarding new or complex procedures.
• Plans organizes, schedules work activities, and assigns personnel to perform work and projects.
• Sets goals for functional areas monitors and evaluates the effectiveness of assigned functional areas, and identifies areas for improvement.
• Develops standard operating procedures for the division.
• Develops proposals and evaluate service contracts. Manages annual contracts for mailing services and meter readings. Meets with vendors and contractors to resolve problems. Writes bid specifications.
• Assists in the preparation of the annual division budget, and administers and manages the budget.
• Prepares internal reports for financial performance, internal audits, regulatory, agencies, and intergovernmental agencies.
• Meets with customers to resolve complaints, and account disputes and secure account payments. Approves account adjustments and processes adjustments on problem accounts.
• Monitors and maintains division equipment
• Implements controls and audit procedures for billing and payment of bills.
• Assist Deputy Director of Customer Care and Business Affairs with Special Projects.
• Manages marketing programs and works with the Community Affairs and Innovative Programs Department to provide system impacts to the customer base.
• Responds to special requests for information such as Open Records Ad. subpoenas and audit requests; respond to requests from customers and Commissioners 

Additional Duties: 

Employees with this classification may be expected to perform any related duties as required by proper authority. 

Knowledge, Skills, and Abilities 

• Knowledge of County and departmental policies and procedures.
• Knowledge of purchasing procedures and budgetary techniques.
• Knowledge of safety procedures and practices.
• Knowledge of utility billing systems, programs, and procedures.
• Knowledge of state and local laws pertaining to the collection of past due accounts, bankruptcy, and meter tampering.
• Knowledge of supervisory principles and practices.
• Knowledge of legal contracts pertaining to public utilities.
• Knowledge of specialized equipment used for the services provided to the division.
• Knowledge of applicable financial software, utility billing systems, and electronic mailing software. Skill h using independent judgment and discretion.
• Skill in prioritizing and scheduling assignments.
• Skill in operating modem office equipment.
• Skill in conflict resolution techniques.
• Skill in project management.
• Ability to establish and maintain cooperative and effective working relationships with others. Ability to communicate effectively, both orally and in writing.
• Ability to respond to emergencies on a 24-hour-a-day basis.
• Ability to prepare and communicate comprehensive technical reports
• Ability to organize in an effective manner and implement multiple facets of department projects simultaneously. 
• Ability to plan, schedule, organize, delegate, and supervise work in a manner that will optimize the use of time and employee skills.
• Ability to sit at a desk for extended periods of time with intermittent standing and walking.
• Ability to lift more than 20 pounds.

 Working Condition

Typically performed in an office environment

Minimum Qualifications

1. Bachelor's degree in Business or Public Administration, Finance, Accounting, Marketing, Public Relations, or a related field
2. Six (6) years of progressively responsible customer service experience including at least two (2) years of supervisory/managerial responsibilities.
3. OR have a combination of education, training, and work experience that is equivalent to #1 and #2 above and provides the requisite knowledge, skills, and abilities for this job.
4. Valid State of Georgia Driver's license.

 Preference

 1) Utility customer service experience