Customer Service Manager

Job Description:

Customer Service Manager

Description

Job Summary

TITLE: Customer Service Manager
SRN S21: $9,292 - $12,974 Monthly, Exempt
Bargaining Unit: ASSET
Department: Public Affairs & Customer Experience
Section: Customer Service
REPORTING RELATIONSHIP:
Reports to: Director of Public Affairs & Customer Experience
Supervises the following positions: Exercises direct supervision over supervisory, professional, technical, and administrative support staff.

Promotional opportunity procedures will include the following: Review of minimum qualifications Review of personnel files, including but not limited to: attendance history, disciplinary history, and performance evaluations Testing/Assessments: Oral Interview(s)

DEFINITION:
Under general direction, plans, organizes, oversees, coordinates, and manages the staff and operations of the Customer Service Division, including contact center operations, customer service metrics and reporting, and efficient delivery of service; participates in the development of policies and strategies for division operations; manages the effective use of division resources to improve organizational productivity and customer service; provides complex and responsible support to the Director of Public Affairs & Customer Experience in areas of expertise; and performs related work as required.

CLASS CHARACTERISTICS
This is a management classification responsible for planning, organizing, and managing the staff, operations, and activities of the Customer Service Division. Incumbents are responsible for performing diverse, specialized, and complex work involving significant accountability and decision-making responsibilities, which include division budget administration, program evaluation, and recommendation and implementation of policies, procedures, goals, objectives, priorities, and standards related to customer service. Incumbents serve as a professional-level resource for organizational, managerial, and operational analyses and studies. Performance of the work requires the use of considerable independence, initiative, and discretion within broad guidelines.

Essential Functions

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)
Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Plans, manages, and oversees the daily functions, operations, and activities of the customer service division, including contact center operations and scheduling, staff development and training, performance review, and customer service measurement and reporting for cross departmental efficiency.
• Participates in the development and implementation of goals, objectives, policies, and priorities for the division; continuously monitors the efficiency and effectiveness of assigned programs, service delivery methods, and procedures; assesses and monitors workload, administrative, and support systems, and internal reporting relationships; identifies opportunities and makes recommendations for improvement.
• Participates in the development, administration, and oversight of division budget; determines funding needed for staffing, equipment, materials, and supplies; ensures compliance with budgeted funding.
• Participates in the selection of, trains, motivates, and evaluates assigned personnel; works with employees to correct deficiencies; recommends and implements discipline and termination procedures.
• Manages the customer contact center and automated call distribution systems; supports information services with automated call system and related program administration; provides technical support on automated systems to customer service staff and conducts training.
• Addresses customer concerns and complaints and manages the complaint resolution process; responds to other district departments and divisions, vendors, and other agencies for resolutions to service issues.
• Develops, interprets, and implements fees, penalties, fines, and deposits for water, sewer, and irrigation services in conjunction with billing and meter reading.
• Analyzes the customer service contact metrics and recommends improvements to billing, collection, and cross departmental service requests.
• Prepares and presents staff and agenda reports and other necessary correspondence related to assigned activities and services; presents reports to various commissions, committees, and boards.
• Conducts a variety of organizational and operational studies and investigations; recommends modifications to assigned programs, policies, and procedures, as appropriate.
• Serves as a liaison for assigned functions with other District departments, divisions, and outside agencies; provides staff support to commissions, committees, and task forces, as necessary.
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in customer service; research emerging products and enhancements and their applicability to District needs.
• Monitors changes in regulations and technology that may affect operations; implements policy and procedural changes after approval.
• Receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identifies and reports findings and takes necessary corrective action.
• Directs the establishment and maintenance of working and official division files.
• Observes and complies with District and mandated safety rules, regulations, and protocols, and ensures that staff do the same.
• Performs other duties as assigned.

Minimum Qualifications

MINIMUM QUALIFICATIONS :
Licenses and Certifications: Possession of a valid California Driver’s License, to be maintained throughout employment.
Experience: Five (5) years of increasingly responsible experience in customer service, training, computerized billing, call centers, and/or payment and customer information functions. Two (2) years of supervisory experience in a customer service program management capacity.
Education: Bachelors degree from an accredited college or university with major coursework in business administration, customer service, or a closely related field.

Knowledge of:

• Principles and practices of employee supervision, including work planning, assignment, review and evaluation, and the training of staff in work procedures.
• Principles and practices of leadership.
• Organization and management practices as applied to the development, analysis, and evaluation of programs, policies, and operational needs of the assigned area of responsibility.
• Principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly.
• Administrative principles and practices, including goal setting, program development, implementation, and evaluation, and project management.
• Principles and practices of budget development and administration.
• Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned areas of responsibility.
• Call center technology such as automated call distributions systems, recording and reporting software, and billing and collection software.
• Call center operations including workforce planning, quality assurance, performance measurement, and operational effectiveness.
• District geography, service area, water, sewer, and irrigation facilities, services, and operations.
• Recent and on-going developments, current literature, and sources of information related to the operations of the assigned division.
• Methods and techniques of preparing technical and administrative reports, and general business correspondence.
• District and mandated safety rules, regulations, and protocols.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and District staff.
• The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability to:

• Select and supervise staff, provide training and development opportunities, ensure work is performed effectively, and evaluate performance in an objective and positive manner.
• Develop and implement goals, objectives, practices, policies, procedures, and work standards.
• Provide administrative, management, and professional leadership for the Customer Service Division.
• Prepare and administer large and complex budgets; allocate limited resources in a cost-effective manner.
• Develop and deliver technical, operational, and service-orientated training.
• Accurately document processes, training materials, and technical specifications.
• Prepare clear and concise reports, correspondence, policies, procedures, and other written materials.
• Research, analyze, and evaluate new service delivery methods, procedures, and techniques.
• Analyze, interpret, summarize, and present technical information and data in an effective manner.
• Conduct complex research projects, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports.
• Direct the establishment and maintenance of a variety of filing, record-keeping, and tracking systems.
• Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.
• Effectively represent the division and the District in meetings with governmental agencies, community groups, and various businesses, professional, and regulatory organizations, and in meetings with individuals.
• Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

The Coachella Valley Water District provides a comprehensive, balanced, and competitive benefits package ensuring employees have many options to meet their healthcare, wellness and/or retirement savings goals. Providing employees with flexibility and support for all the different stages of life. Employees may pay some portion of their benefit premium costs based on the provisions of their labor-negotiated Memorandums of Understanding (MOU's) and the level of coverage they select. Additional information regarding CVWD employee benefits is available at https://www.cvwd.org/176/Benefits .

Closing Date/Time: 9/29/2024 11:59 PM Pacific

Salary:

$9,292.00 - $12,974.00 Monthly