Customer Care Administrator

Customer Care Department Manager Under executive direction of the Finance Director, the purpose of the position is to provide senior level administrative direction in the planning, managerial, and administrative work over the Customer Care Department. This position is responsible for the monthly billing of utility services and accountability for the collection of revenues. This position is also responsible for the strategic planning and implementation of policy and procedural changes to improve operations and service levels, ensure that accurate and efficient assistance is provided to the general public and business community while maximizing customer service efficiency and effectiveness. Major Duties Plans, organizes, and implements Customer Care goals and coordinates and integrates all activities toward achievement of established goals and objectives; develops and implements division policies and procedures. Develops, implements and controls departmental budget; ensures all functions and programs under charge are performed within established budgetary parameters, to include performing cost control activities, monitoring revenues and expenditures, and ensuring sound fiscal control. Directs, supervises, trains, and evaluates management and staff; performs a wide variety of administrative tasks, e.g., interviewing, selection, hiring, discipline, employee motivation, performance evaluations, training, and terminations. Directs enforcement of departmental compliance with all applicable rules and regulatory requirements governing utility billing. Administers bad debt collections policies and electric meter programs; ensures compliance with Federal, State and Local laws and collections regulations, as well as City policies and procedures. Directs the employee safety program over meter reading, meter services and meter installation in compliance with all City, State and Federal health and safety codes, standards and regulatory requirements applicable to the work. Ensures strategic, effective, and innovative marketing and promotion of City utility services. Reviews operations to regulate workflow and resolves points of conflicts between divisions and/or other departments maximizing overall efficiency and effectiveness of operations. Receives, responds and provides resolution to escalated inquiries and concerns from the general public, business community, City Officials, and other departments regarding departmental issues; mediates critical problems and/or legal issues; negotiates billing matters and territorial issues. Maintains current knowledge of trends and regulatory developments for application to functional areas under charge; provides review and interpretation of the various billing regulations for which the division is responsible to enforce. Reviews, evaluates and assigns various monthly, quarterly and annual reports; prepares, verifies and audits Customer Service fiscal records. Prepares various administrative reports and documentation regarding division activities, e.g., monthly reports, business analysis and strategies. Attends and represents department at various executive meetings for the dissemination of information; prepares departmental management meetings for dissemination of information; serves on various panels, committees and or taskforces. Minimum Qualifications Bachelor's Degree in Public Administration or related field; supplemented by seven (7) to ten (10) years of progressively responsible supervisory/management experience in customer service to include utility billing experience preferably within a similar government setting. Knowledge Required by the Position Guidelines include City codes and ordinances, personnel management regulations, departmental rules and regulations, and standard office practices. These guidelines are generally clear and specific, may require judgment, selection and some interpretation in application. Complexity: This position consists of a variety of tasks in planning, supervision and management. The need to project long-range revenues and expenses contributes to the complexity of the work. Scope and Effect: The purpose of this position is to direct the overall operations of the city's customer service goals. Successful performance helps ensure the effective and efficient provision of City services and affects the image of the City. Personal Contacts: Contacts are typically with co-workers, auditors, elected officials, City employees, other local government officials and the general public. Purpose of Contacts: Contacts are typically to give or exchange information, resolve problems, negotiate or settle matters, provide services, and motivate personnel. Physical Demands: The work is typically performed with the employee sitting at a desk with intermittent standing or walking. The employee occasionally lifts. Work Environment: The work is typically performed in an office environment. Supervisory and Management Responsibility: This position has direct supervision over the City's Customer Care Department.