Customer Service Manager

SUMMARY 

Oversees and manages activities in the areas of Customer Service, Billing/Payments, and Field Services to ensure that goals or objectives of projects and performance indicators are accomplished within prescribed timeframe, budget parameters, quality standards and safety guidelines. Key member of executive management team involved in major business decisions of Decatur Utilities.

Key Responsibilities

·         Manages and provides direction to Customer Service Supervisor, Billing Supervisor, and Field Service Supervisor.
 

·         Manages all safety policies, practices and methods to ensure a safe work environment for all employees.
 

·         Ensures compliance with all regulatory agencies and coordinates projects with other governmental entities.
 

·         Conducts periodical customer surveys to ensure critical customer issues are addressed in professional and timely manner. 
 

·         Manages deposit and bad debt programs to ensure minimal uncollectible accounts.
 

·         Maintains effective communication with large commercial and industrial customers when necessary.
 

·         Develops marketing strategies to inform customers of DU services and participates in community events to increase customer confidence and awareness.
 

·         Approves and develops policies, organization structures, staffing requirements, budget projections, system requirements and long range goals for designated work group.
 

·         Develops, monitors and reports on operating revenues and expenses within functional areas.  Makes recommendations and implements solutions in problems areas.
 

·         Studies and recommends process improvements that will enhance performance in a cost effective manner.
 

·         Reviews and approves hiring and termination decisions, training requests, performance discussions and pay increases for workgroup.  Takes corrective action with employees as necessary on a timely basis.  Consults with Human Resource Manager on employee issues.
 

·         Makes presentations to the Municipal Utilities Board, City Council and other community and business entities.
 

·         Takes lead role in maintaining Customer Information System software; serves as interface with software supplier; and serves on CIS team for any software upgrades or changes.

·         Oversees AMI meter installation and maintenance program.

 

Responsible for direct supervision of the Customer Service Supervisor, Billing Supervisor and Field Services Supervisor positions.  This includes interviewing, hiring and training employees; planning, assigning and directing work; evaluating performance; rewarding and disciplining employees; addressing complaints and resolving problems.  All supervisory responsibilities are carried out in accordance with applicable State/Federal employment laws and Decatur Utilities’ policies and procedures.

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor degree in business, public relations, marketing or related field from an accredited college or university.  Minimum of ten years experience in management required.  Electric utility industry experience and management level supervision preferred. 

Ability to read, analyze and interpret common utility industry journals, financial reports, legal documents, technical manuals and governmental regulations.  Ability to respond to common inquiries or complaints from employees, customers, regulatory agencies, or members of the business/industry community.  Ability to write various correspondence, policies and documents.  Ability to present information to managers, public groups, employees and Municipal Utilities Board (MUB) and establish and maintain effective work relationships.  Often requires higher-level discussions of a sensitive or confidential nature. 

Proficient in Microsoft Office Suite (Microsoft Outlook, Word, Excel & Access) as required to perform at a manager level.  This includes using software applications for email, word processing, database tracking, report writing and spreadsheet applications. Must have strong computer skills and demonstrate a high level of competence in software applications specific to area of responsibility.

Ability to work with mathematical concepts such as financial and operational cost justifications.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical business situations.

 

Ability to use very high level of judgment to define problems, collect data, establish facts and provide highly innovative solutions to major problems or complex situations.

 

No significant physical demands; has discretion about walking, sitting and standing.  Generally office environment with no major source of discomfort.  

CERTIFICATES, LICENSES, TRAINING 

Valid Alabama Driver's License, Customer Service Skills, Supervisory/Leadership Skills and applicable safety training as scheduled. 

OTHER REQUIREMENTS 

Must be highly motivated with strong communication, leadership skills and ability to handle sensitive business matters; good organizational and time management skills; detailed oriented; ability to handle multiple projects and tasks simultaneously; available to work scheduled and unscheduled times to accommodate work demands and emergency situations; maintain professional business appearance and image; subject to random drug testing and driver’s license checks.