Customer Service Manager
Full Time
United States
$9,322 - $12,016 a month
Posted
Job description
Class Title
Customer Service Manager
Class Code
712
Salary
$9,322.00 - $12,016.00 Monthly
Basic Function
Under general direction, plans, coordinates and manages the Water Department Customer Service Division operations including all utility customer service delivery; the on-line computerized billing system; and the installation, testing, repair and reading of water meters. Performs related duties as assigned.
Typical Duties
(Duties may include but are not limited to the following):
- Manage the Customer Service operations of the Water Department including water, refuse and recycling service complaints and inquiries, new signups, discontinuances, and billing.
- Manage the on-line computerized customer billing system, including maintaining security on the system, problem solving and conferring with consultants and data processing staff regarding any changes to the system.
- Authorize utility billing corrections and adjustments in accordance with City Code.
- Supervise assigned employees in the operation of the Customer Service Division; including, either directly or through others, hiring and training employees; planning, scheduling and assigning their duties; directing, coordinating and evaluating their work performance.
- Analyze billing procedures, office procedures, customer relation practices and meter shop operation to determine effectiveness, making necessary changes to provide efficient service to the customers.
- Manage the water meter test and repair program.
- Oversee the on-line water meter shop inventory system.
- Manage the metered water delivery system, assuring that the water meter readings are accurate and reliable.
- Evaluate, recommend, and oversee the implementation of new technology in utility service tracking and billing.
- Handle the most difficult customer complaints regarding water, sewer and refuse service.
- Coordinate, with the Finance Department, enterprise accounting activity for utility billing.
- Coordinate the activities of the Customer Service Division with other divisions of the Water Department, other City departments, other local government agencies and the general public.
- Prepare the division budget and implement the adopted budget.
- Prepare and oversee the preparation of internal staff reports and billing activity reports.
- Establish and maintain an effective working relationship with customers, the public, City staff, community groups and the media to ensure that a positive public image is maintained.
- Assure that customer billing for water, refuse and sewer service is accurate and scheduled to meet prescribed deadlines.
- Assure that all water metering is adequately maintained to insure the maintenance of water sales revenue data.
Minimum Qualifications
(Knowledge, Skills and Abilities)
Working knowledge of:
- the standard practices, procedures and equipment used in a billing and customer service office.
- data processing applications for utility billing; and word processing, spreadsheet, and database programs for reports, correspondence, and tracking information.
- local, state and federal laws and codes relating to utilities.
Skills:
- effectively organize, develop and coordinate a variety of functions related to utility customer service.
Demonstrated Ability to:
- effectively organize, schedule, direct and review the work of others.
- establish and maintain effective working relations with City staff, the general public and public agencies.
- learn, interpret and apply laws, ordinances and policies relating to utilities.
- communicate clearly and concisely, both orally and in writing.
Licenses:
- Possession at time of hire and continued maintenance of a valid California Driver's license and a safe driving record.
Education and Experience
Any combination of education and experience that provides the knowledge, skills and abilities listed is qualifying. A typical way to obtain these qualifications is:
- An AA degree in Business Administration or related field and four (4) years of experience in customer service for a municipal or private utility agency, with at least one year of experience at a supervisory level.
- or -
- High School graduation or G.E.D. and five (5) years of experience in customer service for a municipal or private utility agency, with at least one year of supervisory experience.
Class Detail
Reports to: Director of the Water Department
Supervises: Utility Supervisor and Water Meter Shop Coordinator
Designation: Management
Classification No. 712
Date of Issue: 10/95
Supersedes: 7/92
SALARY
- The current salary range for this position is posted on the City website. Appointment may be made commensurate with experience. See the Mid-Management MOU documents on the City website for further details on pay rates and practices.
APPOINTMENT
- Any candidate selected by the appointing department may be required to pass a pre-employment medical exam administered by a City-selected physician before hire to non-sedentary positions. Prior to starting work, all newly hired employees will be fingerprinted to check conviction history. A conviction history will not necessarily disqualify an applicant from appointment. Candidates must present documentation verifying authorization to work in the United States and take a loyalty oath as required by the State of California at the time of hire. Appointments to regular positions are subject to a six-month probationary period which is considered a part of the selection process. Probationary employees may be terminated without recourse during this period. Positions which are covered by the Department of Transportation regulations are required to submit to a pre-employment drug test and to random drug and alcohol testing.
LEAVE
Vacation – 80 hours/year up to 5 years, 120 hours/year 6-10 years, plus 8 hours for each year after 10 years up to a maximum of 160 hours/year.
Sick – 12 days/year
Holidays – up to 11 days/year
Floating Holidays - 24 hours per year - prorated for part-time
Floating Holidays - 24 hours per year - prorated for part-time
INSURANCE – (available to employee and eligible dependents)
Medical – Depends on plan selected; City generally pays at least 90% of the cost of coverage. Participating members make an additional $35 contribution per pay period towards health care benefits.
Dental, Vision, Employee Assistance Program – City currently pays full cost of employee and family coverage. Pro-rated for part-time.
Life – City provides a $25,000 life insurance policy.
Long Term Disability – City provides a long term disability plan.
MANAGEMENT LEAVE/OPTIONAL BENEFIT PLAN
80 hours of additional vacation per year. A $1,300 (less than 10 yrs) or $1,500 (greater than 10 yrs) annual contribution may be used to purchase additional vacation, be place in deferred compensation account or be paid in cash (cashout limited to 20 hours).
RETIREMENT
All regular employees become members of PERS. Public Employees' Retirement System (PERS) 2% @ 62 (3 year average). Prior PERS membership may affect retirement formula. Employees contribute 11.25% of their salary to PERS on a pre-tax basis. An employee is vested after 5 years of membership. No Social Security is withheld.
ADDITIONAL BENEFITS (not all inclusive)
457 Deferred Compensation Plan
Accident Protection Insurance
Cancer and Critical Illness Insurance
Direct Deposit
Discount Bus Pass Program
Flexible Spending Plans for Health & Dependent Care
Longevity Pay (after 10 years and 15 years)
In lieu Medical Reimbursement of $200 /month
Supplemental Life Insurance
Tuition Reimbursement
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