Customer Service Manager at The Virgin Islands Water & Power Authority – St. Thomas, Virgin Islands, U.S.

Under general supervision directs, plans and coordinates the activities of workers engaged in handling customer affairs and the collection of current and past due accounts.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Establishes work standards, systems and procedures to facilitate customer satisfaction, collections, and investigation of customer complaints. Periodically evaluates procedures and implements changes to improve efficiency.
• Contacts customers by mail, email, telephone or in person to resolve discrepancies or disputes.
• Coordinates activities between customer contact personnel and customer accounts personnel with regard to analyses of accounts.
• Works closely with managers in other departments and coordinates activities between the customer service department and other departments (e.g. meter services/line, information technology, key accounts, general counsel, etc.).
• Manages and trains members of the customer service/account departments.
• Reviews analyses to customer accounts and authorizes adjustments in consultation with the division director, when necessary.
• Represents the Authority in court cases related to billing problems and bankruptcy proceedings.
• Oversees responsibility for cashier functions.
• Initiates personnel actions such as promotions, transfers and disciplinary measures. Approves time and attendance records.
• Prepares department budget.
• Evaluates employees work performance and recommends means by which they can improve their skills.
• May work with union officials to resolve grievances.
• Assists supervisors and other customer service personnel with difficult customer complaints.
• Assumes responsibility for developing and implementing reports as are necessary to monitor daily activities of personnel.
• Provides daily, weekly and monthly reports as required by the Director.

• Thorough knowledge of modern office practices and procedures.
• Knowledge of the Authority's rules, regulations and procedures governing the collection of cash on delinquent accounts and the application for electric service.
• Knowledge of basic accounting principles and practices.
• Knowledge of PC and Microsoft Suite and other necessary software applications.
• Ability to deal skillfully with irate and difficult consumers.
• Ability to instruct subordinates in the proper procedures for handling collections and customer complaints.
• Ability to interpret and explain moderately complex rules and regulations.
• Ability to make oral and written presentations in a clear and concise manner.
• Ability to establish and maintain effective working relationships with the public, employees and other job-related contacts.

Graduation from an accredited college or university with a Bachelor's degree in business administration, accounting, or related field and six years of progressively responsible experience in collections and/or customer service (public utility, public relations); three of which must have been in a supervisory capacity.