Customer Care Administrator

City of East Point•Ga, GA

2d•Onsite

About The Position

Under the executive direction of the Finance Director, the Customer Care Administrator provides senior-level administrative direction for planning, management, and administration of the Customer Care Department. The role oversees monthly utility billing and revenue collection, and leads strategic planning and policy and procedural changes to improve operations and service levels. It ensures accurate and efficient assistance to the public and business community while maximizing customer service effectiveness and efficiency. The position directs the overall operations of the City’s customer service goals and has direct supervision over the City’s Customer Care Department.

Requirements

Bachelor’s degree in Public Administration or a related field.
Seven to ten years of progressively responsible supervisory or management experience in customer service.
Utility billing experience.

Nice To Haves

Utility billing experience in a similar government setting is preferred.

Responsibilities

Plan, organize, and implement Customer Care goals; coordinate activities toward established goals and objectives; and develop and implement division policies and procedures.
Develop, implement, and control the departmental budget, monitor revenues and expenditures, perform cost-control activities, and maintain sound fiscal controls.
Direct, supervise, train, and evaluate management and staff, including interviewing, selection, hiring, discipline, employee motivation, performance evaluations, training, and terminations.
Ensure departmental compliance with applicable rules and regulatory requirements governing utility billing.
Administer bad-debt collection policies and electric meter programs, ensuring compliance with federal, state, and local laws, collections regulations, and City policies and procedures.
Direct the employee safety program for meter reading, meter services, and meter installation in compliance with applicable health and safety codes, standards, and regulatory requirements.
Ensure strategic, effective, and innovative marketing and promotion of City utility services.
Review operations to regulate workflow, resolve conflicts between divisions or departments, and maximize efficiency and effectiveness.
Respond to and resolve escalated inquiries and concerns from the public, business community, City officials, and other departments; mediate critical problems or legal issues; and negotiate billing matters and territorial issues.
Maintain current knowledge of trends and regulatory developments and review and interpret billing regulations applicable to the division.
Review, evaluate, and assign monthly, quarterly, and annual reports; prepare, verify, and audit Customer Service fiscal records.
Prepare administrative reports and documentation regarding division activities, including monthly reports, business analyses, and strategies.
Represent the department at executive meetings, prepare departmental management meetings, and serve on panels, committees, and task forces.
Receive, evaluate, and address complaints and problems regarding court personnel.
Perform related duties as directed.