Under general direction of the Chief Financial Officer, plans, organizes, and manages the work of the Customer Service Department, including customer care and customer account services. Manages and ensures the effective delivery of timely, efficient office services and the resolution of customer inquiries and complaints. Promotes stewardship of organization and environmental resources.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
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Plans, organizes, controls, integrates and evaluates the work of the Customer Service department staff in assigned areas of functional responsibility; manages and participates in the formulation and implementation of departmental strategic plans, goals and objectives; leads and manages staff and outside resources in the development and application of new methods and processes to achieve higher efficiency, productivity and customer service in department work processes.
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Tracks data and generates monthly and annual reports to management on Customer Service department progress, which detail statistics and measurable accomplishments.
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Responsible for preparing the department’s operating budget and prioritizing expenditures. Duties include ensuring that the department operates within the approved operating budget by performing periodic assessments.
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Plans and evaluates the performance of supervisors and staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and other rewards to recognize performance; subject to HR and management concurrence, takes disciplinary action, up to and including termination.
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Manages the day-to-day activities of the department programs and services; participates in the evaluation of department business processes and the development of quality and efficiency for use in monitoring department and division operations; conducts research on and leads and participates in development of new processes and procedures incorporating technology solutions to achieve more cost-effective delivery of customer care services; develops procedure manuals and performance standards.
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Manages and participates in the review, investigation and resolution of customer inquiries, concerns and complaints to meet timeliness and quality standards, providing information and handling issues that may require a high degree of sensitivity and use of sound independent judgment; responds to customer complaints, refers the complaint to appropriate staff and/or takes or recommends action to resolve the complaint; works with various departments to resolve customer problems that are unusually sensitive or involve establishing long-term credit arrangements.
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Manages customer account services including the opening and closing of customer accounts, maintenance of data in the CIS (Customer Information System) and the determination of required deposits and fees in accordance with policy and procedure; establishes credit arrangements for payment of delinquent bills; monitors revenue streams and collection processes.
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Oversees the processing of customer payments and ensures staff compliance with cash handling and payment policies.
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Works closely with other department managers to evaluate the impact of proposed changes to service rules on customer service and collections processes; manages and directs research and implements enhancements to improve customer care and support operational efficiency; participates in developing communications explaining new programs and requirements for distribution to customers and the public.
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Serves as the department liaison for other departments of the Authority to obtain and provide needed information from the CIS system through training and providing reports.
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Manages and participates in conducting a variety of special and recurring studies regarding department and division programs and operations; coordinates activities with other divisions, departments and agencies.
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Ensures the department’s safety program and goals are implemented and carried out; develops and proposes safety requirements to be carried out in the department, in consultation with the Safety staff.
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Works with Information Technology and Operational Technology staff to design, evaluate and develop requirements for enhancements to technology systems and hardware which support department and functions; determines user training and implementation needs; manages department implementation of technology changes.
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Establishes, implements, and monitors department’s training manuals and operating procedures and workflow processes.
Education and/or Experience: Bachelor's degree from four-year college or university; five years of progressively responsible customer service experience, to include two years in a supervisory or management role; or equivalent combination of education and experience.
Computer Skills: To perform this job successfully, an individual must have experience utilizing Microsoft Office software, Customer Service Management software, call handling software, third-party bill-pay software, and Advanced Metering Infrastructure software.
Certificates, Licenses, Registrations: Valid Georgia Driver's License.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
Due to the high volume of applications we receive, we are unable to take phone calls regarding the status of an application. You will be contacted if you are selected to be interviewed. We appreciate your interest in HCWA!
Henry County Water Authority is an Equal Opportunity Employer.
