Assistant Customer Service Manager

Overview Of Responsibilities

What You'll Own
Day-to-day leadership of customer service operations, including direct supervision of the Customer Service Supervisor and Customer Service Specialists
Advanced technical proficiency in our utility billing systems, with the ability to step in and perform core functions as needed to keep operations running smoothly
Accuracy, integrity and timeliness of billing, accounts receivable, and payment processing
Performance management of assigned staff to include coaching, developing, recognizing strong work and addressing performance concerns with fairness and consistency
Identification and implementation of process improvements and efficiencies that elevate service quality and operational performance
Resolution of complex billing disputes and sensitive customer issues, handled professionally and in alignment with District policy

Qualifications

Training and experience substantially equivalent to graduation from a four-year college or university with major coursework in business or public administration or a closely related field; and a minimum of six years of progressively responsible experience in a customer service, billing or collections environment, preferably in a public agency or utility setting, including at least three years of supervisory or management-level experience.
Experience Performing And Overseeing Billing Functions Is Highly Desirable.