Director Of Customer Service

Customer Service Manager

This is a highly responsible administrative, managerial, and supervisory position responsible for planning, coordinating, directing, and overseeing the operations of the Customer Service Department. The position leads and manages enterprise-wide customer service functions related to utility billing, collections, cash receipts, customer account management, meter reading, and field services for all City utilities. The incumbent provides overall leadership and direction to staff engaged in customer service operations, including the collection of delinquent accounts; receiving, recording, and depositing of revenues; establishing, modifying, and terminating utility services; responding to customer inquiries and complaints; multi-service utility billing; and utility meter reading, maintenance, and service activities. Ensures customer interactions are handled in a timely, professional, and courteous manner, and that financial transactions comply with internal controls and regulatory standards.

Reports To: Assistant City Manager

Supervisory Responsibilities: Customer Service Staff

Plans, directs, coordinates, and oversees the daily operations and work schedules of Customer Service Department personnel; reviews, inspects, and evaluates the work of subordinates; provides training, coaching, and performance feedback to ensure high-quality service delivery and compliance with established policies and procedures.

Establishes, implements, reviews, and maintains departmental policies, procedures, and operational guidelines; makes recommendations and decisions that determine, apply to, or affect organizational plans, policies, methods, operations, and regulatory compliance.

Supervises and coordinates all customer service functions, including but not limited to utility service initiation and termination, cash receipting, collections, utility billing, meter reading, and field service coordination.

Manages and oversees the receipt, investigation, and resolution of customer inquiries, service requests, and complaints related to utility accounts; ensures issues are handled in a professional, timely, and equitable manner.

Prepares, analyzes, and presents operational, financial, and performance reports to executive management.

Performs system administrative functions for customer service technology platforms, coordinating with Information Technology staff and internal stakeholders to maintain effective system functionality, billing accuracy, service order processing, and customer data management.

Interacts and collaborates with other City departments to ensure seamless service delivery; coordinates with external agencies and community partners—including Community Action Agencies, Department of Children and Families, charitable organizations, and other assistance programs—to support customers with payment arrangements and service continuity.

Recommends and participates in personnel actions including hiring, transfers, promotions, discipline, and terminations in accordance with City policies and applicable labor agreements.

Applies working knowledge of utility business procedures, meter reading systems, customer information systems, research techniques, and data analysis methods to improve operational efficiency and customer service outcomes.

Demonstrates knowledge of County codes and ordinances pertaining to Utility Enterprise customer services; Utilities Services Branch policies, rules, and regulations; and general municipal government functions, procedures, and operations.

Applies principles and practices of public utilities administration, statistics, and financial analysis, particularly as related to customer service metrics, revenue performance, operating statistics, and compliance monitoring.

Analyzes complex operational and customer service problems; gathers pertinent facts and statistics; conducts thorough analysis; develops sound conclusions; and prepares clear, logical reports and recommendations.

Communicates effectively in writing by producing professional correspondence, reports, policies, and procedures using proper English, grammar, and organizational structure.

Communicates effectively orally with employees, customers, and the public in face-to-face and telephone settings, including handling sensitive or stressful situations with professionalism and diplomacy.

Performs a broad range of managerial responsibilities, including strategic planning, resource allocation, performance management, and continuous process improvement.

Analyzes customer service and financial information to identify trends, risks, service gaps, and opportunities for operational enhancements.

Performs related work as required, including issuing official receipts when necessary, developing and maintaining policies affecting new customer utility services, directing customers to appropriate departments, coordinating with Energy and Public Works Departments, and ensuring customer complaints and inquiries are properly documented and resolved through the appropriate City channels.

Type of Appointment/Work hours: Full-time/Regular position. Standard workweek, which is forty (40) hours of work per week usually consisting of five (5) days of eight (8) hours per day. The work day may be varied for the efficient delivery of public service. Will be required to work more than the standard workweek on occasion, including evenings, weekends, and/or holidays. Will be required to work occasional overtime, if applicable.

Physical and Environmental Demands or Conditions: The physical and environmental demands for this position have been listed on the last page of this description. Physical and environmental demands must be met to successfully perform the essential duties and responsibilities of this position.

Bachelor's Degree from a college or university in Accounting, Finance, Business Administration, Public Administration, or a closely related field (Master's Degree preferred); and five (5) years of progressively responsible administrative or higher-level experience in utility billing, financial operations, revenue accounting, cash receipts, internal controls, credits, and collections.

Demonstrated finance and accounting background, including experience with general ledger, reconciliations, financial reporting, budgeting, auditing principles, and internal controls.

Excellent working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, Access); experience with HTE governmental software is desirable.

Thorough knowledge of modern office procedures, practices, and equipment as related to area of responsibility.

Thorough knowledge of pertinent laws, ordinances, rules, and departmental policies and procedures as related to area of responsibility.

Considerable knowledge in the application of accounting and financial principles, governmental accounting standards, and best practices for revenue management.

Considerable knowledge of the principles of online computer systems as related to utility applications, collecting, controlling, depositing, and safeguarding procedures involving cash receipts control.

Ability to plan, organize, and supervise the work of subordinate personnel.

Ability to establish and maintain effective working relationships with subordinates, associates, superiors, and the public.

Ability to communicate effectively and concisely, orally and in writing.

Ability to exercise independent judgment and solve complex problems in making decisions in accordance with ordinances, rules, regulations, procedures, and policies.

Ability to prepare comprehensive financial and operational reports.

Must possess a valid driver's license.

Must pass background screening process.

Core Competencies: Judgment. Sound decisions based on fact; uses logic to solve problems. Quality of Work. Performs work thoroughly, accurately and professionally. Reliability. Timely and consistently completes assigned work; consistently reports to work and is punctual. Safety. Committed to ensuring a safe environment and complies with applicable safety standards. Technical Capability. Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.

Work Authorization/Security Clearance: The employee must successfully pass a background screening process. The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization.