Customer Service Manager - Utilities

Join our team as a Customer Service Manager This role involves responsible supervisory work with administrative responsibility in management of the Utilities Customer Services section of the Utilities Services Branch. Manages staff, including Supervisors, Leads, and Representatives, and partners with Customer Service Supervisors to plan and assign the work of field and office teams. Designs, modifies, and implements computer and financial systems and procedures for the collection of monies created by the performance of the Utilities Services Branch. Creates, establishes, and implements policies and procedures to ensure customer service levels meet or exceed KPIs. Measures and tracks KPIs and associated data to enhance customer experience and improve cross training of Team Members. Provides daily support by responding efficiently, accurately, and professionally to all internal and external inquiries. Leads, motivates, and mentors Supervisors responsible for day to day operational functions to ensure organizational goals are met. Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures and identifies opportunities for improvement. Provides information to citizens on County water, sewer, and reclaimed water, including associated rates, fees, charges, rules, regulations, policies and interpretation of ordinances. Responsible for all necessary and requested financial reports. Successfully forecasts spending budgets to meet budget expectations. Manages the Department budget, prepares cost estimates for operational needs, and makes recommendations for purchases and funding. Approves requisitions for Purchase Orders and approves customer refunds to ensure accuracy. Develops operational procedures and trains subordinates to meet performance objectives and ensure proper handling of customer inquiries. Performs effective public relations work with customers and outside organizations and prepares reports and presentations for correspondence. Partners with other County Departments to resolve customer complaints and public concerns. Plans and assigns disconnection of services for the Utilities Branch. Assists with the coordination of RFPs, contracts, and system upgrades. Performs related work as required. Qualifications Knowledge of electronic data processing accounting systems and the ability to design, implement, and direct enhancements to financial and operational systems. Ability to streamline processes, improve workflows, and implement procedural efficiencies. Ability to prepare operating and statistical reports and perform complex mathematical computations accurately. Knowledge of utility budgeting, billing, and collection practices and related policies and procedures. Knowledge of office management and supervisory with a focus on people, purpose and performance. Knowledge of bookkeeping methods and financial controls. Ability to plan, organize, and supervise large teams in a manner that promotes high morale and full performance. Ability to maintain effective departmental and public relations and represent the department professionally. Knowledge of financial management, accounting principles, and internal controls, including the ability to review, approve, and reconcile financial transactions, refunds, journal entries, invoices, and payroll. Ability to prepare, analyze, and interpret financial reports and audit documentation and ensure compliance with applicable policies and regulations. Knowledge of procurement, purchasing, and contract administration practices, including the ability to prepare requisitions, evaluate proposals, and participate in vendor selection processes. Ability to analyze operational data, KPIs, and performance metrics to identify trends, evaluate service effectiveness, and recommend improvements. Ability to research and resolve customer account discrepancies and respond to inquiries from internal and external stakeholders. Physical Skills Ability to communicate effectively using verbal, written and visual communication. Ability to read for comprehension. Education, Training and Experience Graduation from an accredited college or university with Bachelor's Degree or higher in Business Administration, marketing, public relations, or a related area, and four (4) years of experience in customer-related work at the supervisory level or direct utilities or similar experience. License, Certifications or Registrations Must possess a valid Florida driver's license. ADA Statement A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act. Drug-Free Workplace Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida law. Emergency Response/Recovery Activities All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens. Veterans' Preference Under Section 295.07, F.S., Chapter SSA-7, Pasco County BCC provides to Veterans, that preference in appointment will be given to preference‑eligible applicants. #J-18808-Ljbffr Pasco County