Customer Service Operations Lead

DeKalb County Government; Decatur (GA); On-site; USD 46,000 - 75,000; Full time

Job summary

DeKalb County Government in Georgia is seeking a Supervisor for Utility Customer Operations to oversee day-to-day customer service for water utility customers. This role is responsible for coordinating staff, monitoring service levels, and ensuring accurate billing support.

You will supervise scheduling, address complex issues, review accounts, and implement policy improvements. A high school diploma and relevant experience are required, with prior supervisory experience preferred.

Qualifications

• High school diploma or GED required.
• two years of experience as a Senior Customer Care Representative.
• or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Responsibilities

• Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
• Coordinates daily work activities of subordinates; organizes, prioritizes, and assigns work; creates and distributes employee schedules; monitors and maintains service standards and call handling thresholds; consults with assigned staff; assists with complex/problem situations; and provides technical expertise.
• Evaluates the efficiency and effectiveness of department operations, including policies, procedures, call handling, computer programs and equipment; and assists in developing and implementing changes to policies and procedures to maintain and improve department operations.
• Monitors accounts receivable; ensures proper posting and documentation of customer payments; maintains cash ledger; reviews billing and collection data; oversees adjustments to and problems relating to delinquent accounts; and prepares and submits related reports.
• Performs customer service functions for complex and escalated issues; conducts extensive research and review of customer accounts and interactions with department personnel; provides information and documentation regarding policies, procedures and service protocols; provides resolution; and maintains related documentation.

Education

High school diploma or GED

Job description

DeKalb County Government in Georgia is seeking a Supervisor for Utility Customer Operations to oversee day-to-day customer service for water utility customers. This role is responsible for coordinating staff, monitoring service levels, and ensuring accurate billing support.

You will supervise scheduling, address complex issues, review accounts, and implement policy improvements. A high school diploma and relevant experience are required, with prior supervisory experience preferred.