CITY OF
UTILITIES DEPARTMENT CUSTOMER SERVICE
MANAGER
DEFINITION
This is an
exempt position, which is responsible supervisory work over the Customer
Service Division of the Utilities Department.
An employee
in this classification is responsible for timely and accurate billing of
utilities customers for water and wastewater services. Work includes the supervision and
participation in the billing procedures and prepares water and wastewater termination
list and supervises and coordinates the terminations with field personnel. Also responsible for handling customer's
questions and complaints. Work is
performed under the general direction and supervision of the Director of
Utilities who reviews work through conferences, observation, reports submitted
and results obtained.
EXAMPLES
OF WORK PERFORMED
Supervises
customer billing procedure and work of Customer Service Clerks and Customer
Service Field Personnel.
Verifies and
updates various data for accuracy in preparing utility bills and information.
Prepares
reports for the Director on customer billings, turn off records, complaints,
connection statistics, unaccounted for water, etc.
Supervises
customer turn offs for non-payment and coordinates the work with supportive field
personnel.
Supervises
meter reading contractors and coordinates their schedule. Performs spot reads to check for accuracy.
Operates
computer and performs related postings.
Coordinate
reads with other municipalities where water is purchased under large user
agreements, and prepares related reports.
Performs
related work as required and as directed.
KNOWLEDGE,
ABILITIES AND SKILLS
Knowledge of
modern office practices and procedures including knowledge of basic computer
literacy and operation of computer, Microsoft Word, Excel and Microsoft
Outlook.
Knowledge of
effective supervisory methods and techniques.
Ability to
supervise clerical and field personnel in a manner conducive to full
performance and high morale.
UTILITIES
DEPARTMENT CUSTOMER SERVICE MANAGER………………………Page 2
Ability to
perform basic typing functions and compose letters to customers to answer
inquiries about utility billings.
Ability to
make routine computations and tabulations with speed and accuracy, as well as
the ability to check the work of those under this individual's direct
supervision.
Ability to
establish and maintain effective working relationships with other employees and
the general public.
Skills in
typing, computer skills and in the operation of standard office equipment.
DESIRABLE
EXPERIENCE AND TRAINING
Graduation
from a standard high school or an equivalent recognized certificate, with at
least five (5) years general office experience at a supervisory level.
Possession
of an associate’s degree or other formal training related to customer service
or accounting is desirable.
Any
equivalent combination of experience and training which provides the required
knowledge, abilities and skills may be considered.
This is a designated “Will Call Recovery”
classification in the City’s Emergency Operations Plan and will require the
employee occupying this position to work for declared emergencies. Attendance at National Incident Management
System (NIMS) training at the appropriate level is mandatory.
REV. 10/07
Equal Opportunity Employer
Drug-Free Workplace