Jacobs Engineering Group - Pembroke Pines, FL
posted 5 months ago
Jacobs is seeking a highly organized and detail-oriented individual to join our team as an Assistant Customer Service Manager in Pembroke Pines, FL. The Assistant Customer Service Manager reports to the Customer Service Manager. In this role, you will be responsible for overseeing the daily operations of the customer service department, ensuring exceptional service delivery to our customers. Additionally, you will manage billing processes, including accuracy of billing, payment processing, and resolving billing inquiries. The ideal candidate will have excellent communication skills, strong leadership abilities, and a passion for providing outstanding customer service. As the Assistant Customer Service Manager, you will supervise and support customer service representatives to ensure excellent service delivery. You will handle escalated customer inquiries and complaints with professionalism and efficiency, implementing strategies to enhance customer satisfaction. Working closely with stakeholders at the City of Pembroke Pines, you will advance the needs of the City regarding customer service inquiries and resolution of problems. Your role will also involve overseeing billing processes, including document generation, distribution, and accuracy, while monitoring billing systems to ensure timely and accurate information and processing. You will coordinate with City staff to reconcile accounts and resolve discrepancies, process payments, and manage accounts receivable. Providing guidance, training, and mentorship to customer service staff will be essential, as will setting performance goals and conducting regular performance evaluations. Fostering a positive and collaborative work environment is key, as is identifying opportunities to streamline billing and customer service processes. You will stay updated on industry trends and regulatory requirements related to billing and customer service, generating reports on billing activity, customer inquiries, and service performance. Analyzing data to identify trends, issues, and areas for improvement will be part of your responsibilities, as will presenting findings and recommendations to management. In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties, along with performing other duties as assigned or necessary.