Customer Service Department Director

Customer Service Director

The Customer Service Director position is to oversee and direct the Customer Service Department. The Director is a senior level position reporting to the City Manager. The position is responsible for establishing and managing account-related functions for the City’s utility services; property records, assessment and taxation; business license and rental permit revenue; and other customer centric business activities. The position is responsible for supervising and directing staff to ensure orderly, timely, accurate and efficient customer service. Works in a very fluid environment in a dynamic public setting. The position is also responsible for establishing short- and long-range plans, developing policy and procedures, preparing budgets, technology advancement, as well as evaluating, documenting, and reporting on events and activities to senior management.

**Job Responsibilities**

• Directs departmental activities including customer service, cashier functions, billing and collections, meter reading, online payment processing, call center, account resolution and related activities, processes, or programs.
• Posts utility rates and tariffs, maintain assessment data and prepare tax billings, manages utility connections and disconnections and collection of City debts, processes sheriff sales, works with City Solicitor to file and release liens for unpaid debts.
• Resolves billing disputes and interacts with other departments to provide information and resolve complaints.
• Maintains and reconciles accounts receivable and establishes and maintains internal accounting controls on billing and collection activities.
• Oversee departmental administrative matters such as developing and defending departmental budgets, administering expenditures, preparing departmental CIP, managing correspondence and records, preparing routine and special reports, administering training, providing for staff technical or professional growth, fulfilling FOIA requests and ensuring records retention compliance with Federal and State regulations, and other administrative duties.
• Supervises staff including establishing standards, selecting employees, completing performance evaluations, providing training, assigning work and related functions.
• Develops goals, objectives, and procedures for departmental activities and programs in consultation with senior management and department staff.
• Monitors and research trends, new methodology and technology, laws, rules, and City policy to develop and enhance customer service processes and activities.
• Attends or conducts staff and other meetings to exchange information; attends technical or professional seminars or conferences to improve technical or professional skills.
• Attend departmental meetings and City Council meetings as required.
• Represents the City concerning customer service issues and concerns.