POSITION DESCRIPTION



POSITION DESCRIPTION

Job Title: Customer Services Manager

Reports to: Director of Finance

Department: Finance

FLSA Status: Exempt

Grade: S11

Written/Revised: November 20, 2008

Job Summary:

Oversees and manages day-to-day customer service activities. Serves as an organizational Ambassador for external inquiries related to the business of the District. Ensures the strategic and tactical planning, management and execution of the District’s externally focused customer service program. Manages and leads Customer Service Representatives. Performs other duties of a similar nature as may be required.

Essential Functions:

▪ Defines Customer Service section’s objectives. Sets priorities for utilizing resources. Prepares and monitors budget for Customer Service section.

▪ Ensures efficient coordination of resources and activities. Arranges for equipment and supplies to be available for assignments.

▪ Establishes and maintains work standards for quality and quantity of work with an emphasis on customer satisfaction and reduced complaints; develops and recommends improvements to work flow, internal procedures, and the design and usage of appropriate forms.

▪ Responds to and resolves difficult and sensitive customer inquires and complaints with customer satisfaction in mind. Inquires and researches to determine required information.

▪ Ensures work is carried out in accordance with agreed procedures. Maintains quality and quantity of work. Ensures that work areas are maintained in a neat and orderly condition and that equipment is given proper care and required service.

▪ Maintains adherence to regulations. Manages, coordinates, reviews and participates in the administration of the District’s Summer Residential Sprinkling User Charge Program.

▪ Reviews the certification project including determination of delinquent accounts and allocation of collections.

▪ Provides spoken and written information to management, staff and team members. Communicates with the billing agents regarding customer billing matters such as surcharge rates, sewer service charges based on usage, no charge status, new tie-ins, adjustments, etc.

▪ Manages, supervises and directs subordinates by providing coaching and instruction; evaluating performance; maintaining discipline and taking corrective action when necessary. Makes recommendations for hires, promotions, transfers and terminations. Maintains employee records.

▪ Coordinates with District Outreach Program especially on those issues related to billing and discount programs.

▪ Maintains strong communication links with all District departments to ensure Customer Service Representatives are fully informed of key issues and actions.

▪ Delivers outstanding customer service. Aligns customer service guidelines with organizational objectives and projective organizational outcomes.

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