Customer Service Manager

This position is responsible for overseeing the daily operations of the Customer Service Department. This department is the primary point of contact with a dedicated focus on ensuring that each customer has been given all possible attention needed for positive results. Work is performed under limited supervision with moderate latitude. Exercises judgment in accordance with well-defined policies and procedures.

• Supervise and organize day-to-day operations involving Customer Service.
• Management of customer accounts and tasks associated with the delivery of utility service to customers.
• Provide training and assistance to employees regarding utility-related issues.
• Ensure adequate coverage for staffing of customer service personnel.
• Provides excellent customer service and problem-solving resolution to customers, employees, other departments and other agencies via telephone, email, and in person.
• Resolve complaints and answers customers’ questions regarding services and procedures.
• Ensure that customers are billed timely and accurately.
• Ensure tariffs are applied appropriately to customers, update new rates in the billing system.
• Explain policies and tariffs to customers.
• Processes payments, refunds, and credits.
• Manage records to ensure that documents are complete and current for all customer communication and/or interactions, complaints, comments, and action taken.
• Prepare and present agenda items to the Board of Directors.
• Train, schedule, monitor and measures performance of staff.
• Direct and supervise duties of assigned personnel, reviews job performance, evaluates training needs, makes recommendations as appropriate, and takes appropriate disciplinary action when required.
• Interpret and communicate work procedures and company policy to staff.
• Review and revise procedures and forms as needed.
• Prepare the department annual budget.
• Perform other duties as assigned.

Knowledge, Skills & Abilities

• Principals and processes for providing customer service including needs assessment and quality service standards.
• Business mathematics and basic accounting principles and practices.
• Effective administration, to include planning, directing, evaluating, and coordinating.
• Supervision, scheduling, motivation, and training.
• Banking procedures, lockbox, ACH and credit card payments.
• BSU’s rates, tariffs, and procedures.
• Company policies and procedures.
• Proficient use in Microsoft Office products (Word, Excel, PowerPoint and Outlook). 
• Modern office equipment and various computer programs and applications.
• Operation of various electronic equipment.
• Demonstrated ability to communicate (orally and in writing) in a professional manner when dealing with employees, customers, and vendors.
• Establishing customer liens, estoppels, and loan payoff balances; foreclosures and bankruptcies.
• Time management/project management skills including the ability to organize, plan, prioritize and delegate work to achieve department goals.
• Written, verbal, electronic, and visual communications for effective expression and clarity.
• Relate to people beyond giving and receiving instructions, to include applying consistent courtesy and tact in considerable public contact and/or confrontational situations.
• Be adaptable to performing under frequent deadlines and/or in response to emergencies.
• Deal with high volume situations.
• Be adaptable/flexible and open to change.
• Lead and interact effectively with others.
• Make sound decisions and judgment calls within established guidelines.
• Analyze complex issues and develop appropriate responses.
• Organize and review work for efficient results and accuracy.
• Issue and follow oral and written instructions.
• Provide incentive, motivation, and leadership.
• Train and evaluate the performance of subordinate personnel.
• Perform duties in accordance with standard operating procedures.
• Clearly communicate and understand information both orally and in writing.
• Establish and maintain effective and cooperative working relationships with both internal and external contacts.

• High school diploma or GED; Bachelor’s degree in Business/Administration or equivalent.
• Valid Florida driver’s license.
• Five (5) years of experience servicing customers in a similar industry, including three (3) years of supervision.