Manager, Customer Support Unit

About the role

The Customer Support Unit Manager oversees the Collections Division's front-office operations and customer support functions, focusing on enhancing revenue collection efforts, improving customer satisfaction, and reducing turnaround times for customer inquiries and issue resolution.

Responsibilities

• Provide strategic leadership and day-to-day management of the Customer Support Unit, ensuring efficient operations and achievement of performance objectives.
• Manage the resolution of a high volume of inbound and outbound customer communications, ensuring timely and effective responses that support revenue collection goals.
• Create, enhance, and oversee the Business Tax Collections System (BTCS) training programs specifically tied to the unit's function.
• Oversee the investigation and resolution of account discrepancies and debt-related issues, ensuring compliance with applicable policies, procedures, and regulations in reference to parking, Environmental Control Board (ECB), and business tax judgment debt.
• Ensure the delivery of exceptional customer service while conducting debt collection activities in a professional, respectful, and compliant manner.
• Prepare and present reports on unit performance, collections activity, customer service trends, and operational initiatives for management.
• Work with debtors to secure full payment, new payment agreement streams and/or the best step in collecting the past due amount.

Requirements

• A baccalaureate degree from an accredited college and four years of satisfactory, full-time progressively responsible clerical/administrative experience requiring independent decision-making concerning program management or planning, allocation for resources and the scheduling and assignment of work, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
• An associate degree or 60 semester credits from an accredited college and five years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
• A four-year high school diploma or its educational equivalent and six years of satisfactory, full-time progressively responsible experience as described in "1" above, 18 months of which must have been in an administrative, managerial, executive or supervisory capacity. The supervisory work must have been in the supervision of staff performing clerical/administrative work of more than moderate difficulty; or
• Education and/or experience equivalent to "1", "2" or "3" above. However, all candidates must possess the 18 months of administrative, managerial, executive or supervisory experience as described in "1", "2" or "3" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the administrative, managerial, executive or supervisory experience described in "1", "2" or "3" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Qualifications

• Strong customer service skills, with a background in debt collection, customer service, and DOF business taxes.
• Strong organizational skills.
• Ability to determine documentation needed for case resolution.
• Working knowledge of Microsoft Office, BTCS and STARS.
• Ability to grasp new concepts, approaches, and systems.
• Aptitude for adapting to change and contributing to process improvement.
• Excellent written, verbal, and interpersonal skills.
• Ability to multi-task, prioritize projects and work independently.

Skills

• Strong customer service skills, with a background in debt collection, customer service, and DOF business taxes.
• Strong organizational skills.
• Ability to determine documentation needed for case resolution.
• Working knowledge of Microsoft Office, BTCS and STARS.
• Ability to grasp new concepts, approaches, and systems.
• Aptitude for adapting to change and contributing to process improvement.
• Excellent written, verbal, and interpersonal skills.
• Ability to multi-task, prioritize projects and work independently.

Benefits

None specified.

Pay

Not specified.

Schedule

Not specified.