Sr. Manager, Customer Care (Call Center)

Sr. Manager, Customer Care (Call Center)

Functional Title - Sr. Manager, Customer Care (Call Center)

Recruitment Category Type - Standard

Functional Category - Customer Service

Grade - GS.18

FLSA Status - Exempt

Requisition Number - 26-0248

Number of Vacancies - 1

Job Level - Division Manager

Job Code - N/A

Job Description Summary

Organization Name - Customer Care

Reports to - Director, Customer Service

Full or Part Time - Full Time

Regular or Temporary - Regular

Position End Date (if temporary)

Work Schedule - Hours as scheduled. Call Center Operates Monday-Friday 8am-6pm. Additional hours as required.

Position Location - Laurel

Position Summary Information

General Summary - The Sr. Manager, Customer Care directs and manages customer-oriented services and outreach activities for the Commission, and provides oversight of WSSCWater's customer call center.

Essential Functions - Supervises Customer Care Division staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination. Directs and manages all operations that are related to the process of developing customer bills and responding to customer billing and maintenance inquiries. Evaluates and resolves the more complex customer complaints/problems. Identifies, recommends and administers policies and procedures to ensure overall Division efficiency and productivity within parameters of Commission guidelines. Builds good working relationship with all WSSCWater customers including residential and commercial customers as well as the plumbing and development communities and local government officials. Oversees the update and implementation of policies and procedures to ensure efficient customer billings and other services. Oversees and ensures that prompt and accurate accounts billing information is provided in response to customers' inquiries concerning the status of payment, charges and refunds. Oversee the preparation of all correspondence to clients, customers, and third parties in response to complaints, research requests, data inquiries and the like and maintains correspondence files and controls. Prepares and administers the budget of the Division. Oversees evaluation of claims filed against WSSCWater. Oversees and evaluates the work of in-house or third-party claims adjusters who administer WSSCWater's self-insurance program.

Other Functions - Performs other related duties, as required

Work Environment And Physical Demands - Work is performed in business casual office setting

Required Knowledge, Skills, And Abilities - Comprehensive knowledge of the customer service databases and IS tools; comprehensive knowledge of the principles, techniques and methods of management. Good knowledge of water/sewer billing system, and customer relations on several levels (routine and emergency). Ability to plan, direct and coordinate the activities of a complex diversified customer care organization. Expert operational knowledge of call center telecommunications, workforce management, and quality management technology, including interactive voice response system and call management system. Good interpersonal communication skills. Ability to handle General Manager, Commissioner and Inspector General level escalations. Ability to communicate effectively both verbally and in writing.

Minimum Education, Experience Requirements - Bachelor's degree 8+ years experience in contact center operations and related departments that includes: 5+ years' experience in billing and collections 3+ years' experience managing a large customer service team 2+ years' experience preparing and presenting verbal and written report

Additional Requirements - Completion of the WSSCWater Financial Disclosure statement within 30 days of employment and annually thereafter

Preferences - Advanced business degree (MBA) Experience working in a water/wastewater environment

Salary - $139,786 - $238,014