Customer Service Manager Job Description

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CHARACTERISTICS OF THE CLASS

Under the general direction of the Director of Finance, performs responsible administrative and supervisory work concerned with the Finance department’s customer service operations. Work involves the supervision of the Utility Billing and Collection Division and Revenue Division; oversight of billing and collection software and hardware; analysis of division policies and procedures; significant customer interaction; collection of delinquent accounts; participation in development and implementation of new revenue sources and participation in rate making and bond financing process. Work is performed with independence in judgment and decision-making within established laws, policies, procedures, rules and regulations. Incumbent may be required to work in excess of the standard 40 hour work week during critical periods with approval of the Department Director. Work is reviewed through observation, conference meetings, reports, audits, and results obtained.  Performs other work as assigned or necessary to meet the needs of the divisions.

 

EXAMPLES OF DUTIES

A. ESSENTIAL FUNCTIONS

Responsible for supervising the collection and proper recording of all City revenues and related transactions other than revenues of the Airport and the Golf Courses.

Supervises, plans, assigns, directs and evaluates the work of Utility Billing and Collection Division and Revenue Division subordinates.

Prepares revenue estimates of the Water and Sewer fund for annual budget preparation.  Monitors Water and Sewer fund revenues for variance from budget.

Responsible for providing data required for annual audit to the Assistant Finance Director timely.

Actively participates in preparation of water and sewer rates studies.

Actively participates in preparation of official statements and closing documents for water and sewer revenue bond issues.

Submits a written report of water and sewer impact fees to the City Manager and Director of Finance on a bi-weekly basis.

Generates list of bad debts and coordinates bad debt write-off with Enterprise Fund Accountant for approval of the Director of Finance.

Submits written monthly activity reports to the Director of Finance.

Determines needs and writes requests to the Director of Finance for changes and/or additions relating to software, hardware or other technology needs.

Processes requests for equipment and supplies to support division activities.

Reviews and analyzes the flow of transactions in the divisions; makes recommendations for changes in procedures and best practices; drafts and recommends policies and procedures to the Director of Finance.

Corresponds with customers, in person or in writing, to address policies, procedures, billing, collection, payment agreements or other account related transactions.

Determines if customers qualify for sewer adjustments, calculates adjustments, and prepares letters for the Director of Finance’s approval.

Explains laws, rules, procedures and calculations to citizens, businesses, governmental agencies and City employees.

Reviews and analyzes State and federal laws and regulations to ensure that all revenue is properly billed and collected.

Responsible for being knowledgeable of bankruptcy laws as it relates to billing and collection of customer accounts. 

Prepares correspondence to be signed by the Director of Finance.

Pursues collection of delinquent accounts by letter, telephone or in person in an effort to bring the account current.  Works with the Director of Finance in collection efforts.  Works with the public negotiating payment agreements.

Interviews applicants and make recommendations for new hires.

Writes and maintains a detailed and up-to-date training manual for subordinates.

 

REQUIREMENTS

A. TRAINING AND EXPERIENCE

B.A. or B.S. degree in Accounting, Business or Finance from an accredited college, or the ability to obtain such degree within twelve months from selection. Must have prior related work experience in accounting, financial management, or utility system financial operations.  Minimum of five years’ of experience in utility operations or similar customer service operations and five years supervisory experience in a comparable size and complex organization.

B. KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of State laws and local ordinances pertaining to revenue collections.

Knowledge of City operations and relationship of Revenue division and Billing and Collection division to other City departments, divisions and programs.

Knowledge of and experience with computerized utility billing and collection systems.

Considerable knowledge of and experience with financial software programs, Microsoft Office Suite and web-based billing and collection software.

Ability to communicate clearly, both orally and in writing

Ability to analyze complex situations and problems, develop sound solutions to effectuate positive outcomes on behalf of the City and its customers.

Ability to deal courteously, tactfully and firmly with the public.

Ability to establish and maintain effective working relationships with others.

Ability to plan, assign, direct and evaluate the work of subordinates.

Ability to operate a variety of office machines and equipment including a calculator, computer, copy machine and other office equipment.

Ability to formulate policies.

C. PHYSICAL AND MENTAL REQUIREMENTS

Ability to sit for long periods of time, not to exceed two (2) hours consecutively.

Ability to read from a computer screen.

Ability to read and interpret computer printouts.

Ability to hear and understand conversation spoken in English.

Ability to speak clearly and concisely in English.

Ability to print or write cursive letters, numbers and words legibly in English.

Ability to lift and carry materials not to exceed 20 lbs.

Ability to stoop, kneel and reach over head for books or paper.

Ability to control one's behavior when encountering stressful situations, such as irate, abusive or loud people or when encountering necessary deadlines.

Ability to maintain high level of concentration despite constant interruptions.

Ability to develop, plan for and meet required deadlines

Ability to delegate to and manage work of subordinates and vendor relationships.            

Ability to be flexible and change job priorities at a moment’s notice.

 

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary. This job description does not constitute a written or implied contract for employment.

Revision Date – 9/19/17