Under limited supervision of the Manager, Customer Service, oversees the daily operation of the Revenue Management and Customer Contact groups. Primary function is to ensure customer inquiries, concerns and services are being met in an efficient manner in accordance with established policies and procedures. Assists the Department Manager with long-term management functions.

• Oversees the Revenue Management and Customer Contact groups by:
  • Overseeing and providing guidance to supervisor responsible for revenue management activities to include billing, collections, payment processing and service applications.
  • Overseeing and providing guidance to the supervisor responsible for customer contact operations to include call center, portal, email, and written interaction.
  • Responding verbally and in writing to sensitive and complex customer inquiries.
  • Conducting performance evaluations, interviewing for staff vacancies, and preparing personnel actions.
  • Evaluating and directing training programs for the revenue management and customer contact groups.
  • Developing and implementing Departmental standards for quality control in relation to revenue management and customer contact operations.
• Assists the Manager, Customer Service with long-term management functions by:
  • Assisting in evaluating and improving the operational efficiency of the department.
  • Identifying and planning the implementation of business process improvements.
  • Researching, analyzing and planning the implementation of new technologies to improve operational efficiency.
  • Analyzing and suggesting improvements in departmental structure and staffing.
  • Acting on behalf of the Manager, Customer Service as required.
  • Performs other duties as assigned or required.

• Graduation from a four-year college or university with a bachelor’s degree in Business or related field and a minimum of six years related customer service experience, three of which must have been in a supervisory capacity; or any equivalent combination of education, experience and knowledge.
• Must have experience with planning, directing, and supervising the activities of a Customer Service Department.
• Experience with using and interrogating a Customer Information System (CIS).
• Familiarity with Automatic Call Distributor (ACD) operations and management.
• Good knowledge of industry standards and best practices in customer service.
• Excellent verbal, writing and listening skills to communicate effectively with customers and staff.
• Good analytical skills to properly define and solve problems.
• Ability to supervise a large Customer Service staff and optimize team effectiveness and productivity.
• Ability to establish and maintain effective working relationships with co-workers, management and the public.
• Proficiency with a personal computer and ability to quickly learn software applications.
• Must pass a controlled substance (drug) test for employment.
• Individuals in this classification are considered Essential Personnel, and, as such, are required to report to work during emergencies and periods of severe weather.