34 Utilities Customer Service Manager Jobs in Delray Beach, FL
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Allstate Insurance Agency - Kelly Davis
Delray Beach, FL | Full Time
$56k-76k (estimate)
2 Weeks Ago
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Utilities Customer Service Manager
$89k-120k (estimate)
Full Time
2 Weeks Ago
City of Delray Beach, FL is Hiring an Utilities Customer Service Manager Near Delray Beach, FL
Job Description
* Salary can be commensurate with education and experience *
Veterans' Preference Applies
EEO Statement
The City of Delray Beach does not discriminate on the basis of race, color, national origin, sex, religion, age or disability, marital status, family status or sexual orientation in employment or the provision of services.
Non-Smoking
The City of Delray Beach is a Non-Tobacco Workplace. The City will not consider applicants who have used tobacco or nicotine products for a period of at least three months prior to application for employment. The definition of "tobacco or nicotine products" includes but is not limited to, cigarettes, cigars, chewing tobacco, pipes, snuff, e-cigarettes and nicotine patches or gum.
This is technical and managerial work overseeing the Utility Billing and Customer Service Division of the Utilities Department. Responsible for planning, organizing and coordinating customer service activities for the City of Delray Beach. Work involves enforcing and maintaining service charge billings and collections and responding to and resolving customer issues related to utilities.
Directs the following functions: customer service, billing, and collections for water, sewer, garbage, utility services, and other miscellaneous services citywide. Work is performed under the general direction of the Utilities Director.
Essential Job Duties
The following duties are normal for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
- Organize, plan and direct the activities of Utilities Customer Service personnel.
- Provide exemplary customer service to general public, resolves problems in writing and orally.
- Ensure completion of monthly billing and reports, in compliance with the City’s accounting standards and regulations; provide various statistical information.
- Maintains the reliability and integrity of the Utility Customer Database and manages customer accounts including billing, payments, and collections
- Ensures compliance with policies and procedures and internal controls for cash collections and utility customer service.
- Assigns, schedules, supervises and reviews the work of employees engaged in collection and related customer accounts activities.
- Analyzes, reviews and formulates operating procedures and division policies; develops plans for employee and system development to enhance division efficiency and productivity.
- Responds to and resolves complex/difficult customer relations issues which cannot be resolved by staff
- Initiates correspondence with customers relative to payments, adjustments, complaints or other matters relevant to the division.
- Conducts research regarding systems and operations of other customer service functions for comparison and analysis purposes.
- Plans, develops, implements and administers division operating budget; ensures adherence to established budgetary parameters
- Prepare various financial reports and perform related analysis.
- Review and verify monthly garbage collections invoices and franchise revenues.
- Calculate and set garbage collection rates annually, and revise and develop appropriate ordinances.
- Maintain up-to-date knowledge of City’s Utility Billing regulations, rules, and ordinances.
- Authorize unique and/or extraordinary recovery payment plan agreements.
- Work on special projects as directed by management.
- Perform all functions and responsibilities according to the Palm Beach County Code of Ethics and Florida State Statutes 112.313.
- Foster positive employee relations and employee morale on a City-wide basis.
Minimum Qualifications
- Graduation from an accredited four-year college or university with a Bachelor's Degree in Business Administration or related field.
- Three years progressively responsible experience in the delivery and coordination of customer service functions, to include experience in automated billing systems, preferably within a public or similar institutional agency.
OR
- Associate’s degree or high school diploma.
- Five (5) years progressively responsible experience in the delivery and coordination of customer service functions, to include experience in automated billing systems, preferably within a public or similar institutional agency.
AND
- Two (2) years of directly related experience at a supervisory level.
Knowledge of utility billing system. Knowledge of municipal governmental accounting principles and practices. Knowledge of rate model development and usage. Ability to analyze, interpret complex utility billing data and departmental financial performance data. Ability to write reports. Ability to resolve customer problems in a diplomatic manner. Management/supervisory and office management skills. Ability to supervise and manage staff. Ability to manage and prioritize routine, specialized and complex assignments and problems utilizing knowledge acquired through prior education, training, and experience. Ability to communicate effectively in oral and written form. Ability to adapt to an evolving and continually improving environment. Requires demonstrated ability to utilize personal computer and office software such as MS Word, MS Excel and electronic mail.
The abilities expected of all employees include being able to respond to supervision, guidance and direction of superiors in a positive, receptive manner and in accordance with stated policies, be appropriately groomed and attired so as to present a professional image in accordance with the organization’s mission, goals, and policies; report for work promptly and properly prepared at the time and place required by the assignment or orders; notify the appropriate supervisor of intended absences in accordance with stated rules; conform with standards and rules regarding use of accrued time; demonstrate a polite, helpful and courteous manner when engaged in any activity with the public; operate and care for equipment to manufacturer’s specifications and/or within the specified parameters; demonstrate an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with the public and colleagues.
A comparable combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position, may be substituted for the minimum qualifications.
Supplemental Information
Physical Demands/Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 15 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Works inside in an office environment.
SELECTION GUIDELINES: Formal application, rating of education and experience; oral interview and reference check; job related tests might be required. The job description does not constitute an employment agreement with the employer, and requirements of the job change.
Job Summary
JOB TYPE
Full Time
SALARY
$89k-120k (estimate)
POST DATE
04/14/2024
EXPIRATION DATE
06/12/2024
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