The Irvine Ranch Water District is hiring for a people-first, creative, and problem solving Customer Service Manager in our Customer Service Department.

• Work with customer service staff (office, field, reception desk, cashiering and mailroom) to ensure a high-performance, customer service-oriented work environment that supports achieving the department’s and District’s mission, objectives and values regarding teamwork for both internal and external customers.

• Comply with District safety work-related practices and attend relevant safety training.

•  Select, train and review performance of staff members and make appropriate recommendations regarding salary adjustments, promotions, and disciplinary action.

•  Manage and direct the meter start and stop service activities for new and existing services, problem and delinquent accounts and shut-offs for non-payment. Ensure requirements for shut-offs comply with legal requirements.

•  Responsible for maintaining billing schedule, timely resolution of billing problems and adjustments to accounts.

•  Manage any government related assistance program participation for customers as appropriate.

•  Manage outside contractors for functions related to contract meter reading services, electronic bill printing, presentment and payments, and other services as appropriate.

•  Manage and assist in responding to difficult and complex customer inquiries in-person, by telephone and e-mail.

•  Oversee answering service to ensure after hours’ coverage for District field problems.

•  Responsible for department input to District’s strategic, tactical, and operational measures.

•  Prepare the department operational budget, and manage the department within approved budget guidelines.

•  Maintain a current department Procedure Manual for use within the department and initiate changes as needed.

•  Collect and analyze customer satisfaction survey and other data as necessary.

•  Interface with Information Services department and recommend and coordinate modifications and additions to the Oracle Customer Care and Billing (CC&B) software application to meet department and District requirements. Provide adequate testing as required prior to implementation.

•  Attend Board of Directors and Committee Meetings as required, make presentations, and provide input/expertise regarding customer service issues.

•  Perform special projects and assignments, or other related duties as assigned.

Education:

• A combination of education and experience equivalent to a bachelor’s degree in public administration, public relations, business administration, or related field is required. For degrees obtained outside of the U.S., an official equivalency evaluation is required.

Experience:

• Six (6) years of experience, including three (3) years at the supervisory level, preferably with a public utility service, with an emphasis in Customer Service or Public Relations.

• Depending on assignment, a valid Class 'C' California Driver's License may be required. 

The physical and mental demands described below are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability and Interpersonal Communication

Ability to communicate effectively, both orally and in writing, with all levels of office/field employees and management. Represent District in a professional manner when dealing with outside customers and suppliers. Ability to explain, demonstrate and clarify to others within well-established policies, procedures, and standards, as well as the ability to follow specific instructions and respond to simple and difficult requests from others. Prepare clear and concise written reports and correspondence. 

Mathematical Ability

Ability to add, subtract, multiply, and divide and calculate percentages, decimals and fractions.

Technology Ability

Proficient in the use of MS Office Suite (Word, Excel, PowerPoint). Keyboarding abilities sufficient to perform the job. Experience with Oracle Customer Care and Billing System (CC&B) is preferred.

Judgment and Situational Reasoning Ability

Ability to use good judgment in performing influencing functions such as supervising, managing, leading, teaching, and directing assigned staff. Ability to use good judgment in decision making with customers. Ability to remain calm in crisis and emergency situations. Ability to use discretion when handling and disseminating sensitive information. 

Physical Requirements

Regularly required to sit, bend, stoop and stand. Occasionally required to lift up to 20 lbs. on a routine basis.

Environmental Adaptability

Noise level is generally equivalent to a typical office environment. Ability to work in an environment that may expose employee to toxic or other materials in the field. Exposure to elements of the weather and animals.