Customer Care Assistant Manager

City of East Point; East Point (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

The City of East Point seeks a senior-level administrator to lead the Customer Care Department, overseeing monthly utility billing, revenue collection, and strategic policy implementation to improve service levels.

The role requires a Bachelor's degree in Business or related field and 5–7 years of supervisory experience in customer service, with preference for utility billing experience in government settings.

Qualifications

• Bachelor’s degree in Business, Accounting, or a related field; supplemented by five (5) to seven (7) years of progressively responsible supervisory/management experience in customer service.

Responsibilities

• Plans, organizes and implements Customer Care goals and coordinates activities toward achievement of established goals and objectives; develops and implements policies and procedures.
• Develops and controls departmental budget, monitors revenues and expenditures, and ensures sound fiscal control.
• Directs, supervises, trains, and evaluates management and supervisor staff; handles interviewing, hiring, discipline, motivation, performance evaluations, training, and terminations.
• Directs enforcement of departmental compliance with applicable rules and regulatory requirements governing utility billing.
• Oversees bad debt collections policies and electric meter programs; ensures compliance with laws and city policies.
• Assists the Customer Care Manager with resolution of utility billing inquiries and concerns; mediates problems and other duties as determined.
• Maintains current knowledge of trends and regulatory developments; performs other related duties as necessary.

Skills

Leadership

Communication

Customer service

Problem solving

Interpersonal skills

Budgeting

Staff supervision

Education

Bachelor's degree in Business, Accounting, or related field

Tools

Billing programs

Computerized financial records

Job description

This position provides senior level administrative direction in the planning, managerial, and administrative work in the Customer Care Department. This position is responsible for the monthly billing of utility services and accountability for the collection of revenues. This position is also responsible for the strategic planning and implementation of policy and procedural changes to improve operations and service levels, ensure that accurate and efficient assistance is provided to the public and business community while maximizing customer service efficiency and effectiveness.

Please note: Failure to fully complete both the Work Experience and Education sections may result in your application being denied. To be considered for employment, all required sections must be completed in full.

Please do not enter “See Resume” in place of providing the requested information.

• Plans, organizes and implements Customer Care goals and, coordinates and integrates all activities toward achievement of established goals an objective; develops and implements policies and procedures.
• Develops, controls departmental budget, ensures all functions and programs are performed within established budgetary parameters to include performing cost control activities, monitoring revenues and expenditures, and ensuring sound fiscal control.
• Directs, supervises, trains, and evaluates management and supervisor staff, performs a wide variety of administrative tasks, e.g., interviewing, hiring, discipline, employee motivation, performance evaluations, training, and terminations.
• Directs enforcement of departmental compliance with all applicable rules and regulatory requirements governing utility billing.
• Oversee the bad debt collections policies and electric meter programs, ensure compliance with Federal, State and Local laws and collection regulations and City policies and procedures.
• Assists the Customer Care Manager with the resolution of utility billing inquiries and concerns from the public, business community, City officials, and other departments regarding departmental issues; mediates critical problems and/or legal issues and other duties as determined.
• Maintains current knowledge of trends and regulatory developments for application to functional areas assigned.
• Performs other related duties as necessary.

Bachelor’s degree in Business, Accounting, or a related field; supplemented by five (5) to seven (7) years of progressively responsible supervisory/management experience in customer service. Utility billing experience within a similar government setting preferred.

• Knowledge of City codes, ordinances, policies and procedures;
• Knowledge of financial accounting and bookkeeping;
• Knowledge of general management principles.
• Knowledge of billing programs, processes, and procedures.
• Knowledge of general office equipment;
• Knowledge of modern office procedures and practices;
• Knowledge of general bookkeeping practices;
• Knowledge of computerized systems for maintaining financial records;
• Skill in dealing with the public;
• Skill in performing basic mathematical calculations;
• Skill in oral and written communication;
• Skill in supervising subordinate employees;
• Skill in both written and oral communication;
• Ability to maintain accounting and clerical records and prepare reports from such records.
• Ability to work with a certain degree of independence.
• Ability to interpret and apply City policies to operations;
• Ability to work independently and work well with the general public;
• Perform other duties as assigned.

Supervisory Controls

This position is under the direct supervision of the Customer Care Director.

Guidelines

Guidelines include City codes and ordinances, bankruptcy laws and credit bureau reporting laws.

Complexity

This is a supervisory position responsible for managing customer service activities within the City to service consumer utility and tax accounts.

Scope and Effect

This position is responsible for billing and revenue collection for the City.

Personal Contacts

Contacts include co-workers, other City departments and their employees, State consumer advocacy agencies, credit counseling agencies, housing authorities, other local governments, and the general public.

Purpose of Contacts

Contacts are to discuss accounts, solve problems, adjust billing, exchange information, and assist customers as needed.

Physical Demands

This position requires standing, walking, sitting, lifting up to 50 pounds, kneeling, crouching, speaking, hearing, and seeing.

Work Environment

The work is typically performed in an office, with a moderate level of noise.

Supervisory and Management Responsibility

This position supervises the Senior Customer Service Representative and Customer Service Representatives.