Customer Service Manager jobs in Bremerton, WA
Customer Service Manager manages a team or unit of customer service representatives and ensures service levels are met or exceeded. Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Being a Customer Service Manager monitors and measures service metrics and utilize to develop standards, improvements, or changes to process. Makes recommendations for changes to products or services based on customer feedback and requests. Additionally, Customer Service Manager typically requires a bachelor's degree or equivalent. Typically reports to a director. The Customer Service Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Service Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Recently Added Customer Service Manager jobs
Customer Service Manager
- Jefferson County PUD
-
Port Townsend, WA
FULL_TIME
-
Jefferson County PUD is a Rural Utilities Services (RUS) borrower. First Review: March 5th, 2024
JOB SUMMARY
Under direction of the supervisor, plans, manages, oversees and ensures continuous improvement of the activities of the customer services, utility billing, by directing all aspects of the assigned work groups while ensuring excellent service to District customers.
SUPERVISION
Receives general direction from the immediate supervisor. Exercises direct and indirect supervision over assigned staff. Supervisor may use discretion in determining amount of oversight based on employee performance and objectives of the department.ESSENTIAL DUTIES AND RESPONSIBILITES include the following. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.- Plans, manages and directs the activities of the customer services, and utility billing. Assign work priorities.
- Supervises and participates in the establishment of work group goals, objectives, policies and procedures. Directs the work of and delegates to subordinate staff to ensure District goals and objectives for assigned areas are met or exceeded. Coaches and leads all direct reports.
- Ensure safe working conditions for all personnel and oversee individual training needs and cross training. Ensure compliance with all District policies, collective bargaining agreements and all state and federal regulations.
- Routinely reviews, evaluates and recommends changes in work methods, processes, procedures and technology for improving work group performance and ensures that goals are achieved.
- Supervises the processing of applications for utility services; oversees all aspects of billing and account maintenance; ensures the appropriate preparation of service orders.
- Ensures staff have proper fee and rate information, operating policies and guidelines in order to provide service to customers.
- Manage and direct the accurate tracking and monitoring of net meter customer data, ensuring timely coordination with state agencies as required.
- Assist with the District’s conservation incentive program ensuring timely response to requests for information and rebates and reimbursements from BPA.
- Analyze and evaluate call volume, customer inquiries and District responses; address areas that need improvement. Measure effectiveness of assigned work groups. Collaborate with other departments as necessary to provide a better customer experience.
- Formally and informally evaluate and provide feedback to subordinate employees. Follow appropriate disciplinary policies when needing to correct employee behavior or deficiencies. Provide necessary training to enable employee success.
- Respond promptly and appropriately orally or in writing to customer complaints or concerns escalated to management.
- Directs the timely preparation of monthly accounts receivables reports and reporting to Finance and collections in accordance with District policy.
- Directs the preparation of monthly reports for customer account deposits on hand and reconciles balance to the general ledger totals.
- Develop and manage budget for assigned work groups.
- In coordination with the Service Director, recommends and implements appropriate internal controls over assigned work areas to safeguard District and customer assets and data.
- In coordination with the Human Resources Manager, ensure appropriate and necessary training for employees.
- Fairly and consistently authorize account adjustments in accordance with District policy.
- Prepare statistical and analytical reports for supervisor as directed. Prepare complex reports, correspondence, staff reports and resolutions as requested by supervisor. May make oral presentations to employees, the Board and members of the public.
- Manage back-office support for planned and unplanned interruptions in water and electric service. Coordinate with Operations as required.
- Establishes positive working relationships with representatives of community organizations, state/local agencies and associations, PUD management and staff, and the public.
- Maintain confidentiality of information received regarding customers and accounts. Ensures maintenance of files and records as required.
- Review own work for accuracy and routinely detects or prevents errors or mistakes that would prove costly or could disrupt a project.
- Work after regular business hours as necessary to achieve departmental goals, and during major outages, as necessary.
- Maintain appropriate behavior, appearance and effort. Maintain a positive and cooperative attitude in the workplace.
- Create, maintain, and review digital workflow processes to ensure that service order and contact requests are managed effectively and efficiently.
- Perform other duties as assigned.
Standard Workplace Expectations:- Contribute to a successful work group by listening to and taking time to understand suggestions and concerns of co-workers. Offer constructive suggestions and ideas that help the team meet or exceed objectives and goals by accepting and supporting team decisions. Maintain a positive and cooperative attitude in the workplace.
- Determine appropriate priorities to balance workload to meet deadlines.
- Review work for accuracy to detect or prevent errors or mistakes that could prove costly or could jeopardize the operations of the PUD.
- Work additional hours as necessary to achieve departmental goals as requested and authorized by the supervisor.
- Maintain appropriate behavior, appearance and effort.
- Regularly take the initiative needed to recommend changes in work methods, policies, and procedures to improve levels of service delivery and overall operating efficiencies.
EDUCATION AND/OR EXPERIENCE- Associate’s Degree preferred
- Five (5) years of increasingly responsible experience in a customer service
- Any combination of education and experience that has provided the knowledge, skills and abilities necessary for a Customer Service Manager.
KNOWLEDGE, ABILITIES AND SKILLS
Knowledge
Knowledge of principles and practices related to customer service, call centers, revenue collection and utility billing, energy conservation incentives; applicable federal, state and local laws, codes and regulations including those related to billing and collection; generally accepted accounting principles and practices; methods and techniques of supervision, training and motivation; data entry, database operations and standard report generation; public relations techniques and procedures; modern office practices, procedures and equipment computers and Microsoft Office products and applicable financial, statistical and billing software. Knowledge of NISC is preferred.
Abilities
Plan, assign, supervise and direct the work of staff involved in utility billing, customer service analyze and interpret accounting records; prepare and present reports related to customer accounts and billing operations; analyze complex issues, evaluate alternatives and reach sound conclusions; make adjustments to operating procedures as necessary to improve organizational effectiveness; interpret, apply and explain a variety of rules, policies and procedures; supervise, train and motivate assigned staff; establish and maintain effective working relationships with supervisor, employees and customers; communicate clearly and concisely in English, both orally and in writing. Ability to operate computer applications and adapt to new technologies.
SPECIAL REQUIREMENTS
Must pass a standard criminal background check. A valid Washington State driver’s license may be required. A standard Monday through Friday work schedule is expected to be maintained, but evening and weekend hours may occasionally be required.
WORKING CONDITIONS AND PHYSICAL DEMANDS
Position requires regular and punctual attendance with flexibility to work overtime when necessary to meet the demands of the position. Position works in an office setting. Normal working conditions include repeated keyboard operations, long periods of sitting at a defined work station, occasional lifting of objects up to 20 lbs, mobility within a building and exposure to numerous distractions, noises and interruptions. Requires visual ability to read both from a computer screen and paper copies. Manual dexterity required for data entry and use of a computer mouse. Use of telephone requires adequate hearing. Driving is required between office buildings and to meeting locations within the service territory.
RESIDENCY REQUIREMENT
Jefferson County PUD requires the candidate in this position to reside within Jefferson, Kitsap or Clallam County. The residency requirement must be met within six (6) months of hire date. - 25 Days Ago
Part-Time Customer Service/Assistant Manager
- West Coast Self-Storage
-
Port Angeles, WA
PART_TIME
- West Coast Self-Storage Group has a part -time opening in Port Angeles, WA for Customer Service Associate/Assistant Property Manager. Ideal candidates would have retail sales and customer service expe...
- Just Posted
Customer service and
- Urban Market Llc
-
Port Townsend, WA
FULL_TIME
- Evening Cashier Reports To : Store Manager, Shift Lead Position Summary : Boomtown Cashiers are primarily responsible for providing Boomtown Customer Service to our patrons while maintaining an accura...
- 24 Days Ago
Customer Service/Sales
- The Home Depot
-
Sequim, WA
FULL_TIME
- Job DescriptionCustomer Service/Sales associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. These associates learn about products us...
- 1 Month Ago
Customer Service Representative (FT)
- Clifton Hollow Animal Hospital
-
Poulsbo, WA
FULL_TIME
- Are you a motivated individual who loves learning and has strong organizational skills? Do you like engaging in conversations and believe in the willingness, commitment, and readiness to take action? ...
- 16 Days Ago
Customer Service Representative, HVAC
- Dana's Heating, Inc.
-
Bremerton, WA
FULL_TIME
- Phone Customer Care Representative Join Dana’s Heating & Cooling TeamA Family owned and operated HVAC Company with a full Service and Install Department.If you enjoy helping others and a fast-paced en...
- 17 Days Ago
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0 Customer Service Manager jobs found in Bremerton, WA area
Customer Service Manager
- Unybrands
-
Seattle, WA
- **Customer Service Manager** at unybrands Seattle Founded in 2020, unybrands provides a best-in-class experience to sell...
- 4/24/2024 12:00:00 AM
Seeks Customer Service Manager / Employment
- Artist Trust
-
Seattle, WA
- **Seeks Customer Service Manager / Employment** Organization Location: Seattle, WA Pratt Fine Arts Center is seeking a C...
- 4/24/2024 12:00:00 AM
PART TIME CUSTOMER SERVICE MANAGER
- Michaels Stores
-
Everett, WA
- **To review a comprehensive list of benefits, please visit** Store - BOS-EVERETT, MA**We're here for the Makers! Come be...
- 4/24/2024 12:00:00 AM
Customer Service Manager
- HICC Pet®
-
Bellevue, WA
- About us: Do you want to make a difference in the lives of people and their pets? What about having the opportunity to c...
- 4/23/2024 12:00:00 AM
Customer Service Representative
- Ppg Industries Inc.
-
Seattle, WA
- Customer Service RepresentativeWoodinville, WAPPG has an exciting opportunity available for our Woodinville, WA area mar...
- 4/22/2024 12:00:00 AM
Customer Service Representative
- Shape
-
Kent, WA
- General Purpose: Reporting to the Customer Service Manager, the Customer Service Representative will perform the duties ...
- 4/21/2024 12:00:00 AM
Customer Service Representative
- Confidential
-
Tukwila, WA
- Our Client, a top Wholesale distributor, is seeking a Customer Service Representative. As a Customer Service Representat...
- 4/20/2024 12:00:00 AM
Customer Service Representative
- Patterson
-
Bothell, WA
- Patterson isn't just a place to work, it's a partner that cares about your success. One of the distinguishing marks of o...
- 4/5/2024 12:00:00 AM
About Bremerton, Washington
Bremerton is a city in Kitsap County, Washington, United States. The population was 41,500 according to the 2018 State Estimate, making it the largest city on the Kitsap Peninsula. Bremerton is home to Puget Sound Naval Shipyard and the Bremerton Annex of Naval Base Kitsap. Bremerton is connected to Downtown Seattle by two ferries: a 60-minute ferry that carries both vehicles and walk-on passengers, and a 28-minute fast ferry that carries passengers and a limited number of bicycles.
Bremerton, the largest city in Kitsap County, is located directly west of Seattle across the Puget Sound on the...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Service Manager jobs
$101,566 to $136,042
Bremerton, Washington area prices
were up 2.9% from a year ago
were up 2.9% from a year ago
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