Customer Service Manager

Padre Dam has an exciting opportunity available for an experienced Customer Service Manager who has strong leadership skills, water operations knowledge and can effectively manage a staff that provides customer service, field service and utility billing. 

The incoming Customer Service Manager will be approachable and have strong interpersonal skills. The District is looking for a leader who will serve as an example to staff and promote teamwork by creating an environment of trust and mutual respect. If you are a Customer Service Manager who is collaborative, responsive, a service-minded individual who embraces working in the public sector and enjoys relationship building, we would love for you to join our organization!

Incumbent is responsible for managing all aspects of customer services to ensure an efficient, more productive customer-focused environment. Duties include: evaluating, implementing and/or recommending changes to programs, services and policies concerning customer service issues; handling unusual or protested customer appeal decisions, correspondence, non-routine problem resolution; overseeing section operations by providing training and directing workloads; overseeing compliance with state and Padre Dam guidelines where it pertains to customer billing and collection activity; maintaining communications between management, staff and customers; conducting performance evaluations; collaborating with other departments and committees on various interdepartmental issues; working with the Communications Department to resolve customer communication issues and conservation programs; provide data for various state, county, agency, and Padre Dam reports; and prepares and enforce budget expenditures for department.

Essential Duties

1.     Interviews and recommends selection of employment candidates; establishes performance expectations and standards for the department; oversees employee development; prepares and conducts employee evaluations; conducts informal counseling on work issues; prepares documentation and improvement plans to address work performance problems/deficiencies; and recommends and implements approved disciplinary actions.

2.     Manages the field and office customer service functions. Designs and implements programs and services to promote the District's customer service goals and objectives.

3.     Directs and coordinates customer service functions with other departments including billing, delinquent accounts, receipts and deposits; field and office customer activities; and responds to most difficult or sensitive customer queries and complaints.

4.     Manages projects and initiatives to assess customer service work processes. Identifies process improvements, including technology based enhancements to work management, routing, billing and customer information systems, and automated meter-reading infrastructure.

5.     Reviews all Rules and Regulations and Standards and Practices to ensure compliance and makes changes when necessary.

6.     Prepares and manages the cost center budget and makes spending recommendations. Negotiates effective and beneficial contracts with various third-party vendors

7.     Takes a leadership role in training and developing service standards among staff with direct customer contact; serves as ombudsman for the customers' perspective in developing operational strategies, policies, and programs; identifies and designs needed process improvements to enhance customer service.

8.     Represents the Customer Service Department at District meetings, conferences, and conventions; develops and makes presentations as required.

9.     Keeps the Padre Dam Chief Financial Officer (CFO) informed of departmental, operational and customer issues; reports to the CFO regularly on the progress of important projects and issues.

10. Monitors and works jointly with the Operations Department to oversee and develop the District's service programs including: meter lockouts, rereads, meter exchange, testing and AMI program and large meter maintenance. Responsibilities include bridging field and office customer services and evaluating the effectiveness of current processes to enhance program development.

11. Other Duties as assigned

Knowledge, Skills, Training, Experience & Licensing

Knowledge:

·        Basic accounting and budgeting principles;

·        District policies, procedures, programs and activities; customer service principles, practices and techniques;

·        Appropriate English and grammar skills, both verbal and written;

·        Aptitude to quickly learn and become an expert on the water and wastewater industry and relevant laws.

·        Principles, practices, and techniques of management including personnel management practices

Skills:

·        Mentoring, coaching and evaluating staff;

·        Developing, interpreting and enforcing policies and procedures;

·        Solving problems by gathering, analyzing and interpreting data;

·        Budget preparation and analysis;

·        Proficiency with computer, word processing, e-mail, spreadsheet programs; knowledge of database structures;

·        Ability to handle stressful situations, deal well under pressure and meet multiple competing deadlines;

·        Communication, interpersonal skills as applied to interaction with direct reports, coworkers, management, the general public, etc., sufficient to exchange or convey information and to receive and regulate work direction.

Training and Experience:

Associate's Degree in General Business, Accounting or a related field and two years' experience working with the general public in an office setting including one year of supervisory experience;

or,

an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Prefer Bachelor's degree from accredited college in sociology, public administration, business, communications or related field.

Licensing Requirements:

Valid California Driver's License