Customer Service Manager

If you are an Internal City Employee, Retiree or Dependent/Survivor of a City Employee please apply internally via Career Icon in your Workday account. Make a difference in the community you live in! As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life. Department: 9445 GRU - Customer Service Salary Range Minimum: $76,560.00 Salary Range Maximum: $114,840.00 Closing Date: 09/15/2022 Job Details: This is managerial and administrative work directing activities engaged in supporting customer service functions for the City's utilities system. The single position allocated to this class reports to a designated supervisor and works under general supervision. Work in this class is distinguished from other classes by its emphasis on divisional management of customer service functions. Preferred Qualifications: - Previous experience with SAP Job Description: SUMMARY This is managerial and administrative work directing activities engaged in supporting customer service functions for the City’s utilities system. The single position allocated to this class reports to a designated supervisor and works under general supervision. Work in this class is distinguished from other classes by its emphasis on divisional management of customer service functions. EXAMPLES OF WORK** **This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower level duties may be required. ESSENTIAL JOB FUNCTIONS Directs and coordinates work of staff responsible for utility customer accounts, customer applications and information, customer complaints, inquiries and trouble reporting, customer payments, and past due activities and collections for customers Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer service standards; resolving problems; completing audits; identifying customer service trends; determining system improvement; and implementing changes. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; and establishing technical specifications. Maximizes customer service operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing problems. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; and provides oversight on software and equipment upgrades. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications; and making recommendations on policies and procedures that need to be modified. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes. Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions. Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures. Provides public education about utility’s services by speaking to community groups. Attends work on continuous and regular basis. NON-ESSENTIAL JOB FUNCTIONS May act in the absence of supervisor. Administers terms and conditions of applicable labor agreements. Performs other related duties as assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions. EDUCATION AND EXPERIENCE Bachelor’s degree from an accredited college or university with major course work in business administration, public administration, public relations, or related field; and five (5) years progressively responsible experience in customer relations (consistent with the needs of the hiring department), including two (2) years of supervisory experience, or An equivalent combination of education, training and experience which provides the required knowledge, skills and abilities. CERTIFICATIONS OR LICENSES Licenses None. Certifications None. KNOWLEDGE, SKILLS AND ABILITIES Thorough knowledge of laws, administrative rules, and regulations governing provision of electric, gas, water, and wastewater utility customer services including delinquent account collections, bankruptcy laws, and new construction policies and procedures. Knowledge of automated customer information and billing systems. Knowledge of business principles, methods, and practices of organizational and personnel development, management, and supervision. Knowledge of principles and practices of general business, budgeting, and accounting. Ability to plan, organize, and control work activities and resources to meet predetermined plans, programs, standards and objectives. Ability to diagnose issues and analyze information to satisfy customer inquiries. Ability to provide strategic direction and serve as change agent to lead and promote continuous improvement. Ability to plan, direct and supervise work of others. Working knowledge of computers and relevant software including, but not limited to, MS Word, Excel, Outlook, Internet Explorer and SAP. Excellent communication, teamwork and conflict resolution skills. Ability to interact effectively, professionally and calmly with critical or escalated customers in difficult, stressful situations. Ability to quickly assess the critical elements of a situation and decide upon appropriate remedial methods. Skill in demonstrating strong organizational and motivational training efforts. Ability to prepare and maintain complex records and reports. Ability to creatively resolve complex problems in accordance with ordinances, rules and departmental policies. Ability to communicate effectively, both orally and in writing, and to make public presentations. Ability to work effectively with elected officials, charter officers, department heads, vendors, representatives of other agencies, other city employees, and the general public. PHYSICAL AND ENVIRONMENTAL REQUIREMENTS To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work related environmental conditions. PHYSICAL REQUIREMENTS While performing the duties of this job, the employee is regularly required to sit for prolonged period of time. WORK ENVIRONMENT May be required to attend meetings outside business hours. Testing Requirements <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< To be considered for this position you may take and pass the City of Gainesville Word and Excel assessments. To schedule testing please contact CareerSource North Central Florida by emailing Jan Kautz at jkautz@careersourcencfl.com or 352-955-2245 ext. 5969. They are the test administrator and will be able to assist you with your assessments. *PLEASE LISTEN TO THE ENTIRE MESSAGE FOR INSTRUCTIONS* This testing is done online. You will be notified via email if you need to take the assessment. These are mandatory assessments and may be completed for further considered for this position. Note: May Require Assessment(s). May fill multiple positions. May establish an eligibility list. Come join our team! The City of Gainesville offers a competitive benefits package and opportunities to grow both professionally and personally. All ‘regular’ employees are eligible for traditional benefits such as health insurance, life insurance, paid leave, 11 paid a holidays a year, a pension plan and a deferred compensation plan, but we also offer great things like on-site fitness centers, tuition reimbursement, interest free loans for purchase of fitness equipment, on-site medical staff and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees. If you are unable to apply online due to a disability, contact recruiting at HR@cityofgainesville.org or by calling 352-334-5077.

Salary : $76,560 - $114,840