CUSTOMER SUPPORT MANAGER

Fayette County Administration; Fayetteville (GA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Benefits

Job summary

Fayette County Administration seeks a full-time leader to oversee and contribute to the management, strategic direction, and continuous improvement of customer support operations and initiatives.

Major duties include supervising staff, conducting evaluations, developing service guidelines, and overseeing delinquent utility billing operations for about 33,000 connections. Responsibilities also cover mailroom management, special projects, and external inquiries.

Qualifications

• Specialized training in the field plus high school education.
• 1–3 years’ experience or service in related roles.
• Valid driver’s license issued by Georgia or able to obtain one.

Responsibilities

• Supervises staff: hiring, termination, discipline.
• Conducts evaluations and trains staff to follow policies and safety rules.
• Develops guidelines to improve service levels and workflow efficiency.
• Oversees delinquent utility billing customer accounts for ~33,000 connections.
• Manages monthly water billing cycles, meter readings, and final bill adjustments.
• Directs tasks to customer support staff and oversees mailroom operations.
• Leads special projects and data analysis in support operations.
• Responds to information requests from external agencies including the County Administrator.
• Handles escalated customer complaints and approves corrective actions.

Skills

Staff supervision

Performance evaluation

Policy compliance

Budget planning

Team leadership

Education

High school diploma

Job description

This is a full-time position with benefits. This position is responsible for overseeing and contributing to the management, strategic direction, and continuous improvement of customer support operations and initiatives.

Major duties include but are not limited to:

1. Supervises, hires, terminates, and disciplines staff.
2. Conducts performance evaluations, trains staff, ensuring employees follow policies and procedures to maintain a healthy and safe working environment.
3. Identifies and develops new guidelines and strategies for service level improvements regarding customer support business practices, activity reporting, and workflow efficiency.
4. Oversees revenue collection operations of delinquent utility billing customer accounts for a water system serving approximately 33,000 connections.
5. Oversees monthly account cutoffs based on account delinquency history and special circumstance.
6. Manages processes to ensure monthly water utility billing cycles are conducted. This includes oversight of importing and exporting meter readings; maintenance of individual accounts; calculating monthly bill charged; and reviewing final bill adjustments.
7. Directs and assigns task to customer support staff.
8. Manages mailroom operations including; courier schedule and operations, utility bill stuffing and mailing, processing and posting customer revenue payments received in bulk mail and drop box mail. Oversees business with US Postal Service.
9. Manages and performs special projects related to customer support operations, customer outreach, enhanced technology and implementation; leads special data analysis projects.
10. Responds to request for information from outside agencies; Metro North Georgia Water Planning District and County Administrator.
11. Handles escalated customer complaints by evaluating issues, determining appropriate resolutions, and authorizing corrective actions in accordance with established best practices.
12. Manages Leak Protection Program insurance program. Is the official Board of Commissioners designee to review and determine eligibility and claim amounts.
13. Manages Metropolitan North Georgia Water Planning District Water Management Plan requirements.
14. Manages Low Income Assistance Program.
15. Develops annual customer support and utility billing operations budget.
16. Enters requisitions, manages all billing operation service agreements and contracts for automated financial electronic imaging equipment for electronic deposits according to best accounting standards.
17. Coordinates with County purchasing agents on billing equipment contracts.
18. Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

• Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.
• Experience sufficient to thoroughly understand the work of subordinate positions to be able to answer questions and resolve problems, usually associated with one to three years’ experience or service.
• Possession of or ability to readily obtain a valid driver's licenses issued by the State of Georgia for the type of vehicle or equipment operated.