Customer Service Manager - Utilities

Pasco County•New Port Richey & Land O' Lakes & Dade City, FL

5d•Onsite

About The Position

This role involves responsible supervisory work with administrative responsibility in management of the Utilities Customer Services section of the Utilities Services Branch. The Customer Service Manager will manage staff, including Supervisors, Leads, and Representatives, and partner with Customer Service Supervisors to plan and assign the work of field and office teams. This position is responsible for designing, modifying, and implementing computer and financial systems and procedures for the collection of monies created by the performance of the Utilities Services Branch. The role also involves creating, establishing, and implementing policies and procedures to ensure customer service levels meet or exceed KPIs, and measuring and tracking KPIs and associated data to enhance customer experience and improve cross training of Team Members. The manager will provide daily support by responding efficiently, accurately, and professionally to all internal and external inquiries, and will lead, motivate, and mentor Supervisors responsible for day-to-day operational functions to ensure organizational goals are met. Additionally, the role includes monitoring and evaluating the efficiency and effectiveness of service delivery methods and procedures, identifying opportunities for improvement, and providing information to citizens on County water, sewer, and reclaimed water, including associated rates, fees, charges, rules, regulations, policies and interpretation of ordinances. The position is responsible for all necessary and requested financial reports, successfully forecasting spending budgets to meet budget expectations, and managing the Department budget, preparing cost estimates for operational needs, and making recommendations for purchases and funding. Approvals for requisitions for Purchase Orders and customer refunds are also part of the responsibilities. The manager will develop operational procedures and train subordinates to meet performance objectives and ensure proper handling of customer inquiries. This role also performs effective public relations work with customers and outside organizations and prepares reports and presentations for correspondence, and partners with other County Departments to resolve customer complaints and public concerns. Planning and assigning disconnection of services for the Utilities Branch, assisting with the coordination of RFPs, contracts, and system upgrades, and performing related work as required are also key functions.

Requirements

Knowledge of electronic data processing accounting systems and the ability to design, implement, and direct enhancements to financial and operational systems.
Ability to streamline processes, improve workflows, and implement procedural efficiencies.
Ability to prepare operating and statistical reports and perform complex mathematical computations accurately.
Knowledge of utility budgeting, billing, and collection practices and related policies and procedures.
Knowledge of office management and supervisory with a focus on people, purpose and performance.
Knowledge of bookkeeping methods and financial controls.
Ability to plan, organize, and supervise large teams in a manner that promotes high morale and full performance.
Ability to maintain effective departmental and public relations and represent the department professionally.
Knowledge of financial management, accounting principles, and internal controls, including the ability to review, approve, and reconcile financial transactions, refunds, journal entries, invoices, and payroll.
Ability to prepare, analyze, and interpret financial reports and audit documentation and ensure compliance with applicable policies and regulations.
Knowledge of procurement, purchasing, and contract administration practices, including the ability to prepare requisitions, evaluate proposals, and participate in vendor selection processes.
Ability to analyze operational data, KPIs, and performance metrics to identify trends, evaluate service effectiveness, and recommend improvements.
Ability to research and resolve customer account discrepancies and respond to inquiries from internal and external stakeholders.
Ability to communicate effectively using verbal, written and visual communication.
Ability to read for comprehension.
Graduation from an accredited college or university with Bachelor's Degree or higher in Business Administration, marketing, public relations, or a related area, and four (4) years of experience in customer-related work at the supervisory level or direct utilities or similar experience.
Must possess a valid Florida driver's license.

Responsibilities

Manages staff, including Supervisors, Leads, and Representatives, and partners with Customer Service Supervisors to plan and assign the work of field and office teams.
Designs, modifies, and implements computer and financial systems and procedures for the collection of monies created by the performance of the Utilities Services Branch.
Creates, establishes, and implements policies and procedures to ensure customer service levels meet or exceed KPIs.
Measures and tracks KPIs and associated data to enhance customer experience and improve cross training of Team Members.
Provides daily support by responding efficiently, accurately, and professionally to all internal and external inquiries.
Leads, motivates, and mentors Supervisors responsible for day to day operational functions to ensure organizational goals are met.
Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures and identifies opportunities for improvement.
Provides information to citizens on County water, sewer, and reclaimed water, including associated rates, fees, charges, rules, regulations, policies and interpretation of ordinances.
Responsible for all necessary and requested financial reports.
Successfully forecasts spending budgets to meet budget expectations.
Manages the Department budget, prepares cost estimates for operational needs, and makes recommendations for purchases and funding.
Approves requisitions for Purchase Orders and approves customer refunds to ensure accuracy.
Develops operational procedures and trains subordinates to meet performance objectives and ensure proper handling of customer inquiries.
Performs effective public relations work with customers and outside organizations and prepares reports and presentations for correspondence.
Partners with other County Departments to resolve customer complaints and public concerns.
Plans and assigns disconnection of services for the Utilities Branch.
Assists with the coordination of RFPs, contracts, and system upgrades.
Performs related work as required.