Customer Service Manager

Douglas County Water Authority•Douglasville, GA

6h•Onsite

About The Position

This position performs managerial and administrative work in the oversight of the customer service and meter services divisions of the Authority. Duties involve planning, organizing, and managing employees in these respective divisions. Work involves a high level of independent judgment and discretion in decision making. This position reports to the Executive Director.

Requirements

Bachelor’s Degree in Accounting, Business, or a related field and eight (8) years of experience in business or accounting, or an equivalent combination of education and experience.
Knowledge of the principals and practices of business management.
Knowledge of the principals and practices of billing, customer service, collection techniques and meter reading techniques.
Knowledge of data processing and office systems.
Skill in dealing effectively with employees engaged in tedious and demanding customer relations work.
Skill in effectively communicating with the public.
Skill in working both conceptually and practically with accounting and bookkeeping tasks.
Skill in supervising all aspects of the billing, customer service, and meter services functions.
Ability to plan, organize, and effectively communicate to all levels of employees within the Authority.
Ability to set priorities and goals for division and to motivate employees.
Ability to read and write to effectively complete tasks.
Fingering: picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
Hearing: sufficient to perceive the nature of sounds at normal speaking levels with or without correction; ability to receive detailed information through oral communication, and to make the discrimination in sound.
Mental Acuity: sufficient to make rational decisions through sound logic and deductive processes.
Standing: particularly for sustained periods of time.
Talking: sufficient to express or exchange ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Visual Acuity: sufficient to observe violations of codes, to effectively operate standard office equipment; ability to read and write reports, correspondence, instructions, drawings, etc.; and to operate motor vehicles and/or heavy equipment, by both day and night.

Nice To Haves

Preferred previous management experience within a utility industry.
Preferred knowledge of Contact Center applications, workforce management, and advanced phone systems (Cisco, Dialpad, RingCentral).

Responsibilities

Ensures accurate billing for all customers following the guidelines provided in the Rules and Regulations of the Authority.
Reviews Rules and Regulations and provides recommendations for improvement.
Prepares, assigns, and monitors goals and objectives.
Prepares correspondence relating to inquiries requesting billing information for water and sewer customers.
Represents the Authority on disputed meter readings and billing issues, resolves all issues/complaints, and utilizes AMR data where available.
Performs research and provides technical information as requested.
Maintains records and prepares reports as required.
Hires, manages, develops, evaluates, and terminates billing, customer service, and meter services staff.
Collaborates with Customer Service Supervisor and Quality and Process Analyst to ensure contact center performance and quality indicators are being met.
Prepares and manages the annual budget for the billing, customer service, and meter services department.
Oversees fleet management and administration of the vehicles for the meter services field personnel.
Reviews existing operations and sets goals and objectives for the divisions.
Performs other related duties as required/assigned.