Customer Service Manager

Essential Job Functions:     Coordinates and supervises daily operations of the water customer service office which includes utility billing, account maintenance; handles problems and/or complaints from customers both in person and on the phone; reviews and analyzes data and makes timely decisions regarding accounts; plans, organizes and develops effective billing schedules and pursues collection of all delinquent utility accounts; approves all adjustments, refunds and billing changes; prepares, maintains and balances monthly receivables, guaranty deposits, monthly consumption, billing counts and postage expenditures; prepares various reports and summaries for management; assists in the development of policies and procedures for Customer Service; reviews payroll and maintains payroll records; trains new personnel on job procedures; conducts performance evaluations; interviews applicants for vacant positions; ensures that supplies and equipment necessary for customer service operations and maintained at all times; monitors the division’s annual operating budget.

Other Job Functions:   Performs other duties as required.  Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

This position requires 100% onsite work.  Normal office environment.  Must be available to work 8:00 a.m. - 5:00 p.m., Monday through Friday, must be able to work extended hours when needed.

Knowledge: Extensive knowledge of utility billing procedures and practices; thorough knowledge of bookkeeping and balancing procedures; knowledge of supervisory practices and procedures; working knowledge of public relations; knowledge of AS400 computer system and query applications; knowledge of word processing and spreadsheet software.

Skills/Abilities: Ability to plan, assign and supervise the work of Customer Service staff; must possess excellent interpersonal/public relations skills; ability to deal with irate and upset customers; good oral and written communications skills; ability to perform mathematical computations; ability to maintain effective working relationships with employees, other department and the public; ability to demonstrate flexibility in executing various job functions as required.

Physical Requirements:  Constantly sees and hears; frequently walks, performs data entry; operates a calculator, files, operates a PC, sorts, writes by hand, sits, types, walks and drives; infrequently cleans, crawls, kneels, runs, stands, twists body, carries, drags, holds, lifts, pushes and pulls objects weighing up to 25 lbs., climbs, squats and stoops.

Education/Experience:   Graduation from high school including or supplemented by courses or seminars in bookkeeping, accounting and/or customer service; five (5) years’ experience in customer service; One to two (1-2) years supervisory experience preferred; experience in public utility customer relations and/or utility billing preferred; experience using word processing and spreadsheet software desirable.

This position requires 100% onsite work.  Must possess a valid Class C Texas Driver License with a good driving record, reliable transportation and proof of liability insurance.  Applicant selected for hire will be subject to a background investigation and drug/alcohol screen test. 

The City of Beaumont provides equal employment opportunities (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.  In addition, The City of Beaumont will provide reasonable accommodations for qualified individuals with disabilities.  To request a reasonable accommodation or other assistance contact a Human Resources representative at (409) 880-3777 or through RELAY Texas at 1-800-735-2989 or mail your request to P.O. Box 3827, Beaumont, Texas  77704.

The City may consider all related education and/or experience in determining the applicant's minimum qualifications and starting salary.