What are the responsibilities and job description for the Customer Service And Operations Manager position at City of Kingsport?
To ensure daily processes run smoothly, efficiently, and in compliance with regulations. Key responsibilities include managing staff, overseeing transaction processing, billing and revenue collection, mitigating risk, implementing policies, and enhancing customer service. Performs a variety of professional accounting work in verifying, analyzing, and reporting financial transactions. Requires strong analytical, leadership, and communication skills, coupled with a deep understanding of cash handling, billing processes, technology, and regulatory requirements.
Decision-Making Authority:
With guidance from the Chief Financial Officer and the Assistant Finance Director who oversees daily operations, this position exercises significant independent judgment and discretion in managing daily customer service and billing operations. The Customer Service and Operations Manager is authorized to interpret and implement policies and procedures; establish operational priorities; approve workflow changes; resolve complex customer service and billing issues; recommend and implement process improvements; and make decisions impacting revenue collection, internal controls, and service delivery, within established laws, regulations, and organizational guidelines. Major policy changes or budgetary decisions are reviewed with the Chief Financial Officer and Assistant Finance Director.
Supervisory Scope:
Supervisory responsibilities include providing hiring recommendations, training, scheduling, performance evaluations, coaching, discipline, and ensuring adequate staffing coverage. The position assigns and reviews work, monitors operational performance, ensures compliance with policies and procedures, and fosters a productive, accountable, and customer-focused work environment across assigned service areas.
- Plans, organizes and directs the functions and activities of the Customer Service and Billing department.
- Directs and evaluates assigned staff to ensure adherence to established policies, procedures and standards.
- Streamlines day-to-day frontline operational processes and transactions to ensure efficiency and accuracy.
- Provide leadership, training, and performance management to Customer Service Operations and Billing teams.
- Reviews current policies and procedures for efficiency and compliance purposes and implement process and productivity improvements.
- Assists and directs Customer Service and Billing Supervisors.
- Responsible for all billing, payments and other revenue streams and the posting of these transactions to the general ledger;
- Oversees billing and collection of City property taxes.
- Oversees the outstanding property tax collection in coordination with the delinquent tax attorney.
- Oversees billing and collection of utility fees.
- Reviews and oversees rate tables in various billing applications for accuracy.
- Establishes and adjusts amounts for outstanding receivables estimated to be uncollectible.
- Develops procedures and processes to ensure collection of revenues due to city.
- Resolves customer complaints.
- Maintains subsidiary, general ledger, budgetary and control accounts.
- Prepares appropriate journal entries and adjustments.
- Prepares reports relating to account status, including monthly and annual financial reports for the City.
- Supervises the accrual of revenues at year-end and verifies the accuracy of the entries.
- Audits and examines documents including purchase vouchers, cash receipts and disbursement vouchers.
- Reviews or prepares monthly reconciliations to control accounts.
- Verifies supportability of financial transactions in accordance with established laws and regulations.
- Examines financial statements for accuracy and completeness.
- Assists with year-end closing.
- Prepares special financial studies and reports.
- Maintains system control files and updates system applications.
- Responds to request for financial information.
- Assists independent auditors during the preparation and review of annual financial reports.
- Performs other duties as assigned.
- Ability to identify operational inefficiencies and develop effective solutions.
- Ability to manage teams, facilitate change, and communicate complex information clearly.
- Ability to set priorities to meet established deadlines and changing deadlines.
- Knowledge of accounting transaction practices and procedures and related federal, state and local laws and regulations.
- Ability to interpret and apply laws, regulations and guidelines in analyzing financial transactions.
- Initiative to improve financial processes.
Minimum of five years of experience in finance, accounting, banking, or related field; three years of experience in a supervisory capacity required. Certified Municipal Finance Officer (CMFO) required or the ability to obtain within two (2) years of employment. Bachelor’s degree in Public Administration, Finance, Accounting, Economics, Business Administration, or related field preferred.
The City of Kingsport does not discriminate on the basis of race, color, religion, creed, ethnicity, national origin, sex, disability, age, status as a protected veteran, or any other class protected by Federal or State laws and regulations.