MINIMUM QUALIFICATIONS:
Bachelor's degree in Business Administration, Public Administration or a related field. A minimum of three to six years of experience in customer service to include two years in a supervisory capacity is required. Additional experience may substitute for the required education on a year-for-year basis.
RECRUITMENT NOTES:
This position is a management position, and the work involves high-level administration of many employees providing direct customer service to over 495,000 customers on behalf of the Miami-Dade Water and Sewer Department.
The position oversees the Retail Customer Care operations. It handles all customer service requests and inquiries about their water service and billing, including starting and stopping service, underground leaks, high bills, service reconnection and transfers, payment extensions, tampering, and liens. The service operations include a large call center that handles about 40,000 calls monthly in a multilingual environment with onsite and remote staff. It also contains several customer service centers where customers can have their service requests and questions addressed by customer service staff in person. The incumbent must be able to monitor and manage the call center and service center staff to ensure they meet daily, weekly, and monthly performance measures. Additionally, the Customer Service Manager must be capable of developing and implementing strategies to achieve the Department's Customer Care performance metrics to achieve one-call resolution, increase productivity, reduce wait time, and abandon call rate.
Incumbents must be able to interpret, apply, and enforce the Department's complex billing system, rate structure, and rules and regulations for service agreements, billing adjustments, premise types, rates and fees, severance process, floating meter, service verification, multiple unit structures, etc. Individuals work with the quality management team to assess staffing levels, conduct benchmarking, review, and develop performance measures, analyze and implement best practices, review technology tools and applications to make recommendations for selection or improvements, disseminate advisories, and troubleshoot and report network and application problems.
Apply online by June 21, 2024 at www.miamidade.gov/jobs, using Job Opening Number 87298.