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)
Essential Functions: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Essential duties and responsibilities may include, but are not limited to, the following:
Manages, monitors, and oversees the daily operations of the Utility Customer Service Department; ensures and encourages the provision of timely and accurate service to external utility customers and internal utility departments.
Participates in hiring, training, evaluating, and disciplining procedures and situations; makes hiring recommendations and provides extensive performance feedback; monitors the output of the department to ensure quality customer service care.
Oversees, supervises, and evaluates the reading of utility meters, the preparation of customer bills, and the receipt of revenue for utility services.
Coordinates, manages, and monitors processes dealing with customer requests for connection and disconnection of utilities services; resolves customer issues and complaints that are escalated, and meets with customers who have unresolved concerns.
Organizes, oversees, and coordinates work with business systems analysts and Information Technology personnel regarding billing, collections, customer history, and statistical reports.
Assists, manages, and provides direction in the preparation, administration, and management of the department budget; maintains records, prepares reports, and is responsible for administrative details.
Supervises, directs, monitors, and quality checks work performed by credit and collections, billing, meter reading and customer service personnel to ensure all designated schedules and workloads are met.
Assists in administering policy within the division; participates in the development, implementation, and administration of policies and procedures to enhance the delivery of services for the Customer Service department.
Directs, oversees, and manages studies and analyses of accounting and billing systems; identifies problems, addresses concerns, and makes recommendations to correct problems and create better efficiency.
Coordinates, collaborate, and communicates with other divisions to ensure uninterrupted delivery of services and customer care.
Fulfills limited Customer Service Director responsibilities during the director's absence
Performs other duties as assigned.
Licenses, Certifications, and Equipment:
A valid State driver's license is required.
Education and Experience:
Bachelor's degree in Accounting or Business Administration or related field AND five (5) years of experience as a supervisor in customer service utility accounts, or related area preferably in a public sector utility; OR an equivalent combination of education, training, and experience may be considered.
Knowledge of -
Modern office procedures, practices, and equipment
Utility accounts management and collection practices
Current business and administrative practices
Managing and directing personnel
Customer service records, billing, payment processing, and account collections
Customer service standards and techniques
Office practices, procedures, and equipment
Record keeping, report preparation, filing methods, and records
General office policies and procedures; computers and general office equipment
Skill in -
Managing time and prioritizing tasks
Applying administrative and management practices and techniques
Assembling and evaluative quantitative and operational data
Composing detailed correspondence and documentation
Exercising judgment and discretion in applying and interpreting City ordinances, policies and procedures Evaluating and recommending personnel changes and protocols
Handling escalated customer issues in a professional manner
Establishing and maintaining strong office relationships
Operating a computer and related software
Maintaining effective working relationships with employees, subordinates and the general public
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