Customer Service Manager

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TITLE: Customer Service Manager

SRN S21: $9,292 – $12,974 Monthly, Exempt

Bargaining Unit: ASSET

Department: Public Affairs & Customer Experience

Section: Customer Service

REPORTING RELATIONSHIP:

Reports to: Director of Public Affairs & Customer Experience

Supervises the following positions: Exercises direct supervision over supervisory, professional, technical, and administrative support staff.

DEFINITION: Under general direction, plans, organizes, oversees, coordinates, and manages the staff and operations of the Customer Service Division, including contact center operations, customer service metrics and reporting, and efficient delivery of service; participates in the development of policies and strategies for division operations; manages the effective use of division resources to improve organizational productivity and customer service; provides complex and responsible support to the Director of Public Affairs & Customer Experience in areas of expertise; and performs related work as required.

EXAMPLES OF TYPICAL JOB FUNCTIONS:

1)     Plans, manages, and oversees the daily functions, operations, and activities of the customer service division, including contact center operations and scheduling, staff development and training, performance review, and customer service measurement and reporting for cross departmental efficiency.

2)     Participates in the development and implementation of goals, objectives, policies, and priorities for the division; continuously monitors the efficiency and effectiveness of assigned programs, service delivery methods, and procedures; assesses and monitors workload, administrative, and support systems, and internal reporting relationships; identifies opportunities and makes recommendations for improvement.

3)     Participates in the development, administration, and oversight of division budget; determines funding needed for staffing, equipment, materials, and supplies; ensures compliance with budgeted funding.

4)     Participates in the selection of, trains, motivates, and evaluates assigned personnel; works with employees to correct deficiencies; recommends and implements discipline and termination procedures.

5)     Manages the customer contact center and automated call distribution systems; supports information services with automated call system and related program administration; provides technical support on automated systems to customer service staff and conducts training. 

6)     Addresses customer concerns and complaints and manages the complaint resolution process; responds to other district departments and divisions, vendors, and other agencies for resolutions to service issues. 

7)     Develops, interprets, and implements fees, penalties, fines, and deposits for water, sewer, and irrigation services in conjunction with billing and meter reading.

8)     Analyzes the customer service contact metrics and recommends improvements to billing, collection, and cross departmental service requests.

Please visit https://www.governmentjobs.com/careers/cvwd/classspecs for the full job description.

MINIMUM QUALIFICATIONS:

Licenses and Certifications: Possession of a valid California Driver’s License, to be maintained throughout employment.

Experience: Five (5) years of increasingly responsible experience in customer service, training, computerized billing, call centers, and/or payment and customer information functions. Two (2) years of supervisory experience in a customer service program management capacity. 

Education: Bachelors degree from an accredited college or university with major coursework in business administration, customer service, or a closely related field.