Responsible for managing various divisions within the Customer Service Utility Department.  Department divisions may include Customer Service Contact Centers, Utility Payment Center, Utility Billing, Meter Reading, Field Operations and Collections.  In addition, responsible for providing goals, strategies, long and short term planning, policies, and budget management.

1. Oversee the selection, management, technical guidance and evaluation of supervisory and professional staff.
2. Assign, direct, monitor, coordinate and review the work of staff that address customer contacts, and process utility payments.
3. Evaluate staff performance, assess training needs and develop improvements to workflow.
4. Review and evaluate utility account information to determine correct utility billing charges, communicate and/or negotiate with customers and adjust charges as appropriate.
5. Address all escalated issues referred to by upper management and/or elected officials which require higher level of authority.
6. Develop and implement long-term goals, objectives, policies and priorities for three divisions.
7. Coordinate activities of three divisions with other City departments and outside groups to execute long term planning objectives.
8. Research, evaluate and recommend options for industry or service trends and assess potential for local implementation.
9. Set expectations and time requirements for projects and tasks; review personnel schedules and assign personnel to tasks as needed.
10. Assist department director with budget preparation and management including; approving departmental expenditures and monitoring weekly expenses.
11. Oversee customer service programs such as the budget billing and the customer assistance programs.
12. Participate in the selection, testing and approval of various systems, upgrades and enhancements. Assist with the diagnosis of problems with the website as needed.
13. Review, evaluate and recommend business processes and application systems in order to develop strategies for improvements. Work with vendors and other City departments to establish scope and parameters of project criteria and goals.

Four-year college degree
7 years of utility customer service related experience
4 years’ in a department leadership role or management experience
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Education/ Experience:     

• Bachelor’s Degree in Business Administration or related field
• 7 to 10 years’ experience in management, preferably in an area related to customer service in a utility environment, general utility services, or utility customer information and billing systems.

Knowledge, Skills & Abilities

• Strong oral and written communication skills
• Ability to manage medium to large projects
• Ability to manage employees and projects
• Ability to manage and motivate a team
• Knowledge of the utility industry’s operations and practices
• Skill in Microsoft Office (including Excel, Outlook and Word)
• Skills in project management
• Skill in budget creation & monitoring

Valid Class C Texas driver's license
Call Center Management Certification preferred, not required

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.

Models Organization Values
Customer Focus/Results Focus
Communication
Adaptability/Flexibility/Decision Making
Managing Projects/Managing People