Customer Care Manager

This position is responsible for managing the Customer Service Unit for the Customer Care Division. This includes oversight of the activities of establishing, disconnecting and transferring consumer accounts for various City utility and tax authorities. This position is also responsible for ensuring the highest level of customer service and is a role model and leader who must solve problems, make informed decisions and manage the department wisely in order to achieve maximum results.

Major Duties

• Assist with planning and preparation of annual budget; prepares monthly, quarterly and/or annual budgetary and financial reports;
• Ensures that all transactions that affect the City are processed accurately by auditing the process and taking a proactive approach to reduce errors; maintains and ensures strict confidentiality of city data;
• Assists in the dissemination of information concerning the functions and services of various City agencies;
• Maintains meter department account database;
• Assists customers in person and on the phone with questions and complaints regarding utility bills;
• Provides information to the general public or other governmental agencies by telephone or in person; answers inquiries or requests and resolves complaints and problems;
• Evaluates inquiries in order to provide the most useful and appropriate information;
• Produces collections and adjustment reports;
• Manages daily lists of delinquent accounts in order to produce a cutoff list for the Meter Department;
• Maintain a position of trust and responsibility by keeping all customer business confidential.
• Performs other related duties as necessary.

Minimum Qualifications

Bachelor’s degree in Business, Accounting, or a related field; supplemented by five (5) to seven (7) years of progressively responsible supervisory/management experience in customer service. Utility billing experience within a similar government setting preferred.

Knowledge Required by the Position

• Knowledge of City codes, ordinances, policies and procedures;

• Knowledge of financial accounting and bookkeeping;

• Knowledge of general management principles;

• Skill in dealing with the public;

• Skill in performing basic mathematical calculations;

• Skill in oral and written communication;

• Skill in supervising subordinate employees;

• Skill in both written and oral communication;

• Ability to maintain accounting and clerical records and prepare reports from such records;

• Ability to work with a certain degree of independence;

• Ability to interpret and apply City policies to operations;

• Ability to work independently and work well with the general public;

• Perform other duties as assigned.

• Supervisory Controls: This position is under the direct supervision of the Customer Care Director.

• Guidelines: Guidelines include City codes and ordinances, bankruptcy laws and credit bureau reporting laws.

• Complexity: This is a supervisory position responsible for managing customer service activities within the City to service consumer utility and tax accounts.

• Scope and Effect: This position is responsible for billing and revenue collection for the City.

• Personal Contacts: Contacts include co-workers, other City departments and their employees, State consumer advocacy agencies, credit counseling agencies, housing authorities, other local governments, and the general public.

• Purpose of Contacts: Contacts are to discuss accounts, solve problems, adjust billing, exchange information, and assist customers as needed.

• Physical Demands: This position requires standing, walking, sitting, lifting up to 50 pounds, kneeling, crouching, speaking, hearing, and seeing.

• Work Environment: The work is typically performed in an office, with a moderate level of noise.

• Supervisory and Management Responsibility: This position supervises the Senior Customer Service Representative and Customer Service Representatives.