What are the responsibilities and job description for the Customer Service Manager position at City of Flagstaff?
JOB
The City of Flagstaff is looking for team members who are passionate about community, innovation, and quality of life. Come be a part of this cool community and see why the City of Flagstaff is Northern Arizona's employer of choice! Actively supports and upholds the City's stated mission and values. Under direct supervision of the Customer Service Director, employees of this classification perform professional-level Customer Service Management including, monitoring, implementing, evaluating, and assuring compliance with generally accepted accounting principles, organizing, directing, and coordinating the tasks of the program. Responsible for cashiering, business licenses, and copy/mail center, while performing complex and diverse activities involving general customer service operations, systems, and performance, and other applicable policies and procedures. The Customer Services Manager will assist the Customer Service Director in the implementation of process improvement initiatives within the Customer Service Section.ADMINISTRATIVE DUTIESSupervisory: This job has full responsibility for supervision at the program level (hires, directs, schedules, transfers, promotes, rewards, disciplines, and terminates employment).Budgetary: This job has partial responsibility for budgeting at the program level including formulating and monitoring the customer service area's budget.Strategic Planning: This job has partial responsibility for strategic planning at the program level including helping to determine how the Customer Service area can be more productive and efficient in completing work.Policies/Procedures: This job has full responsibility for policies and procedures (develops, implements, and interprets) at the program level including researching writing, documenting, and implementing policies and procedures.Compliance: This job has full responsibility at the program level for ensuring City, State, and Federal collection and auditing regulations and statutes are adhered to.Council Communications: This job has partial responsibility for Council communication at the program level including assisting with development of communications, providing data and input into written communication, and monitoring performance measures.Reporting: This job has partial responsibility for reporting at the program level including providing ad-hoc and standard reports, and providing research, and explanations for questions.
EXAMPLE OF DUTIES
EXAMPLES OF THE WORK PERFORMED (ILLUSTRATIVE ONLY)Provides excellent customer service to both internal and external customers.Supervises the Customer Services area, including business licensing, call center, cashiers, and mail/copy center.Serves as a subject matter expert for Customer Service related issues, including customer complaint resolution, City Code enforcement, and acts as a liaison for other divisions.Oversees cash collection methods including making phone calls to customers, sending letters to customers, and sending other applicable customer correspondence.Oversees and performs advanced customer interactions including water buy-in invoicing, payment arrangements, and investigation of disputed accounts.Oversees and performs non-sufficient check collections, including researching the customer, customer notification, and intra-City notification.Serves as a subject matter expert for Customer Service, including Customer complaint resolution; City, County, and State Code enforcement for Business and Short Term Rental Licensing, Landlord/Tenant agreements, and Utility Services; and acts as a liaison for other divisions for the resolution of customer issues.Develops, implements, and trains team members on policies and procedures regarding cash handling, customer service, telephone etiquette, mail distribution, document production, and processes related to the functions of the team.Assists balancing of cash drawers when discrepancies occur.Answers a variety of inquiries, in writing, in person, and by telephone, relating to operations, procedures, and policies.Responds to requests from the public for information and assistance with respect to programs, payment plans, and leak credits.Attends Council, commission and community meetings and workshops to represent billing matters, as directed by the Customer Service Director.Communicates with the general public, other City employees, developers, and vendors to explain rules and regulations, projects, and program activities.Authorizes and monitors user authority on various software.Generates, tracks, and ensures payments for purchase orders, requisitions, and invoices.Generates statistical and informational reports.Assists in developing goals, objectives and plans for the overall section.Works with the Customer Service Director in the development of policies and procedure for Customer Services Program.Other duties as assigned.
SUPPLEMENTAL INFORMATION
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (ILLUSTRATIVE ONLY)Language Skills: Ability to read, analyze, and interpret financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions in mathematical or diagram form and deal with several abstract and concrete variables.Accountability: This job has partial responsibility for accountability including community, organizational, and financial aspects (for example: understands community politics as necessary part of organizational life; understands the culture of the organization; and is aware of the impact of financial processes and outcomes on the organization.)Responsiveness: This job has full responsibility for addressing customer needs to include ensuring appropriate communication skills, composure, decision making, and mediation skills for self and subordinate employees (for example: competent verbal and written communication; ability to handle stress and conflict; considers consequences of decisions; and empowers others to resolve issues.)Quality: This job has full responsibility for ensuring high quality customer service for self and subordinate employees including customer focus, expectation management, and interpersonal skills (for example: anticipates internal and external customer needs; assesses impact of organizational policies on the customer and relates impacts in an understandable manner; and relates well to all kinds of people; up, down, and across the organization and community.)Professionalism: This job has partial responsibility and assists with ensuring employees are honest, responsible, fair, highly trained, and cost conscious including technical and professional knowledge, diversity in skills and people, and cross-functional knowledge (for example: seeks educational and professional opportunities, proactively seeks input from people with differing views; knowledge of own division's application to the success of the organization.)Teamwork: This job has full responsibility for ensuring employees work as a team in partnership with citizens, other agencies, and each other for a better Flagstaff including managing people, coaching and mentoring, team management and development, and delegation (for example: empowers employees; provides useful feedback and coaching; develops an organizational structure that encourages team development and team processes; and sets clear objectives and measures.)Problem Solving: This job has partial responsibility and assists with ensuring employees solve problems creatively, open-mindedly, and professionally including creativity and innovation, initiative, planning and organizational skills, and process management (for example: actively pursues best practices to integrate with internal practices; drive to meet/exceed objectives or standards; uses project and time management skills; and is knowledgeable about internal controls.)Leadership: This job has partial responsibility and assists with ensuring employees strive to be organizational leaders who serve people and guide them toward a common vision including integrity and personal character, vision, strategic execution, and change management skills (for example: acts in a direct and truthful manner; takes into account the big picture; focuses others on organizational mission and goals; and inspires others to pursue change.PHYSICAL REQUIREMENTS AND WORKING CONDITIONSWhile performing the duties of this job, the employee is frequently required to use hands and fingers to handle, or feel and reach with hands and arms. The employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.The employee must occasionally lift and/or move up to 50 pounds.There are no specific vision abilities required by this job.The noise level in the work environment is usually moderate.
The City of Flagstaff is looking for team members who are passionate about community, innovation, and quality of life. Come be a part of this cool community and see why the City of Flagstaff is Northern Arizona's employer of choice! Actively supports and upholds the City's stated mission and values. Under direct supervision of the Customer Service Director, employees of this classification perform professional-level Customer Service Management including, monitoring, implementing, evaluating, and assuring compliance with generally accepted accounting principles, organizing, directing, and coordinating the tasks of the program. Responsible for cashiering, business licenses, and copy/mail center, while performing complex and diverse activities involving general customer service operations, systems, and performance, and other applicable policies and procedures. The Customer Services Manager will assist the Customer Service Director in the implementation of process improvement initiatives within the Customer Service Section.ADMINISTRATIVE DUTIESSupervisory: This job has full responsibility for supervision at the program level (hires, directs, schedules, transfers, promotes, rewards, disciplines, and terminates employment).Budgetary: This job has partial responsibility for budgeting at the program level including formulating and monitoring the customer service area's budget.Strategic Planning: This job has partial responsibility for strategic planning at the program level including helping to determine how the Customer Service area can be more productive and efficient in completing work.Policies/Procedures: This job has full responsibility for policies and procedures (develops, implements, and interprets) at the program level including researching writing, documenting, and implementing policies and procedures.Compliance: This job has full responsibility at the program level for ensuring City, State, and Federal collection and auditing regulations and statutes are adhered to.Council Communications: This job has partial responsibility for Council communication at the program level including assisting with development of communications, providing data and input into written communication, and monitoring performance measures.Reporting: This job has partial responsibility for reporting at the program level including providing ad-hoc and standard reports, and providing research, and explanations for questions.
EXAMPLE OF DUTIES
EXAMPLES OF THE WORK PERFORMED (ILLUSTRATIVE ONLY)Provides excellent customer service to both internal and external customers.Supervises the Customer Services area, including business licensing, call center, cashiers, and mail/copy center.Serves as a subject matter expert for Customer Service related issues, including customer complaint resolution, City Code enforcement, and acts as a liaison for other divisions.Oversees cash collection methods including making phone calls to customers, sending letters to customers, and sending other applicable customer correspondence.Oversees and performs advanced customer interactions including water buy-in invoicing, payment arrangements, and investigation of disputed accounts.Oversees and performs non-sufficient check collections, including researching the customer, customer notification, and intra-City notification.Serves as a subject matter expert for Customer Service, including Customer complaint resolution; City, County, and State Code enforcement for Business and Short Term Rental Licensing, Landlord/Tenant agreements, and Utility Services; and acts as a liaison for other divisions for the resolution of customer issues.Develops, implements, and trains team members on policies and procedures regarding cash handling, customer service, telephone etiquette, mail distribution, document production, and processes related to the functions of the team.Assists balancing of cash drawers when discrepancies occur.Answers a variety of inquiries, in writing, in person, and by telephone, relating to operations, procedures, and policies.Responds to requests from the public for information and assistance with respect to programs, payment plans, and leak credits.Attends Council, commission and community meetings and workshops to represent billing matters, as directed by the Customer Service Director.Communicates with the general public, other City employees, developers, and vendors to explain rules and regulations, projects, and program activities.Authorizes and monitors user authority on various software.Generates, tracks, and ensures payments for purchase orders, requisitions, and invoices.Generates statistical and informational reports.Assists in developing goals, objectives and plans for the overall section.Works with the Customer Service Director in the development of policies and procedure for Customer Services Program.Other duties as assigned.
SUPPLEMENTAL INFORMATION
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (ILLUSTRATIVE ONLY)Language Skills: Ability to read, analyze, and interpret financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.Mathematical Skills: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions in mathematical or diagram form and deal with several abstract and concrete variables.Accountability: This job has partial responsibility for accountability including community, organizational, and financial aspects (for example: understands community politics as necessary part of organizational life; understands the culture of the organization; and is aware of the impact of financial processes and outcomes on the organization.)Responsiveness: This job has full responsibility for addressing customer needs to include ensuring appropriate communication skills, composure, decision making, and mediation skills for self and subordinate employees (for example: competent verbal and written communication; ability to handle stress and conflict; considers consequences of decisions; and empowers others to resolve issues.)Quality: This job has full responsibility for ensuring high quality customer service for self and subordinate employees including customer focus, expectation management, and interpersonal skills (for example: anticipates internal and external customer needs; assesses impact of organizational policies on the customer and relates impacts in an understandable manner; and relates well to all kinds of people; up, down, and across the organization and community.)Professionalism: This job has partial responsibility and assists with ensuring employees are honest, responsible, fair, highly trained, and cost conscious including technical and professional knowledge, diversity in skills and people, and cross-functional knowledge (for example: seeks educational and professional opportunities, proactively seeks input from people with differing views; knowledge of own division's application to the success of the organization.)Teamwork: This job has full responsibility for ensuring employees work as a team in partnership with citizens, other agencies, and each other for a better Flagstaff including managing people, coaching and mentoring, team management and development, and delegation (for example: empowers employees; provides useful feedback and coaching; develops an organizational structure that encourages team development and team processes; and sets clear objectives and measures.)Problem Solving: This job has partial responsibility and assists with ensuring employees solve problems creatively, open-mindedly, and professionally including creativity and innovation, initiative, planning and organizational skills, and process management (for example: actively pursues best practices to integrate with internal practices; drive to meet/exceed objectives or standards; uses project and time management skills; and is knowledgeable about internal controls.)Leadership: This job has partial responsibility and assists with ensuring employees strive to be organizational leaders who serve people and guide them toward a common vision including integrity and personal character, vision, strategic execution, and change management skills (for example: acts in a direct and truthful manner; takes into account the big picture; focuses others on organizational mission and goals; and inspires others to pursue change.PHYSICAL REQUIREMENTS AND WORKING CONDITIONSWhile performing the duties of this job, the employee is frequently required to use hands and fingers to handle, or feel and reach with hands and arms. The employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.The employee must occasionally lift and/or move up to 50 pounds.There are no specific vision abilities required by this job.The noise level in the work environment is usually moderate.
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