Customer Service Manager

$59,883 - $77,854/Yr

City Of Gainesville - Gainesville, GA

Full-time - Mid Level

Gainesville, GA

Administration of Housing Programs, Urban Planning, and Community Development

About the position

The Customer Service Manager is responsible for directing, planning, and supervising the customer service, meter sales, and collections functions of the Department of Water Resources. This role involves managing a team to ensure effective operations in accordance with city ordinances, addressing customer complaints, and preparing budgets for the customer service group.

Responsibilities

• Directs a staff of employees to ensure effective management of customer service, meter sales, and collections functions.
• Conducts staff meetings and evaluates the work of subordinate employees.
• Interviews and makes hiring decisions, performs annual reviews, and administers disciplinary actions as necessary.
• Schedules and approves employee leave and develops cross-training programs for staff.
• Monitors accounts receivable and implements strategies to minimize outstanding receivables.
• Prepares yearly suggested write-off of delinquent accounts for approval by Division Manager and Council.
• Assists Finance and Administration division manager with data collection and analysis.
• Reviews and revises policies and procedures related to customer service, meter sales, and collections.
• Ensures fair and courteous treatment of all customers and resolves complex customer complaints.
• Prepares the budget for the customer service group and processes accounts payable.
• Serves as a liaison to software providers and recommends improvements to software.
• Attends city council meetings and makes presentations as required.

Requirements

• Bachelor's degree in business administration or a related field from an accredited college or university.
• Three years of progressively responsible experience in customer service, including direct supervisory experience.
• Valid Class C Driver's License and satisfactory Motor Vehicle Record (MVR).
• Knowledge of customer service principles and modern accounting principles.
• Ability to plan and direct the work of subordinate employees and effectively interact with the public.

Nice-to-haves

• Knowledge of Customer information systems, Customer Self-Service Portals (CSS), Mobile Work Order Systems, Geographic Information System (GIS), and advanced metering infrastructure systems.
• Knowledge of contemporary training techniques and motivational tools.

Benefits

• Maximum of 15% in incentive pay.