Under general direction, the purpose of the position is to supervise all activities related to customer service, and assist the public with billing, payment, and processing functions involving a wide variety of municipal service accounts. Employees in this classification function, at the middle management level, are responsible for developing and managing policies and procedures to ensure efficient and effective customer service, and collection of payments and various fees. The objective of the Customer Service Manager is to ensure accurate and efficient assistance is provided to the general public and business community. This position will report to the City Administrator.

Essential Duties and Functions:

• Follows and promotes policy and procedures of the City of Winder.
• Informs and advises the City Administrator on all department issues affecting the City; provides advice, support, and information to other department heads.
• Participates in developing and monitoring the department's budget, reviews and approves expenditures, as well as monitors monthly departmental cost accounting, revenue, and expenditure reports.
• Participates in the development and implementation of short- and long-term plans and specifications for projects.
• Develops strategic priorities, goals, and objectives; establishes criteria to determine efficiency and effectiveness of the utility billing department.
• Provides monthly reports to the City Council and Finance Department.
• Attends City Council committee meetings and other meetings as required to present and explain issues pertaining to utility billing, and departmental requirements/policies and procedures.
• Performs a wide variety of administrative tasks, including but not limited to hiring, training, motivating, and evaluating assigned personnel; working with employees to correct deficiencies; and conducts/enforces disciplinary and termination procedures.
• Ensures that employees assigned are following city policy.
• Oversees the implementation of training and safety programs for assigned employees.
• Oversees the department's open records requests.
• Responsible for maintaining time entry; approves overtime and leave requests for subordinates within designated timeframes for payroll.
• Manages, monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures, and revies and recommends appropriate service and staffing levels.
• Coordinates and conducts training programs for Customer Service Representative and coordinates and supervises all customer service functions to ensure accuracy.
• Coordinates work assignments, projects, and programs; monitors workflow; and reviews and evaluates work products, methods, and procedures.
• Responds to citizen complaints or inquiries by phone, in person, by written correspondence or email.
• Performs all functions assigned to the utility billing department.
• Approves department's travel/training requests.
• Handles confidential files and materials.
• Assumes management responsibility for assigned services and activities, including billing and collection for various City utilities.
• Assists customers in identifying consumption problems and billing issues.
• Serves as the liaison for the Utility Billing Department to negotiate and resolve sensitive issues.
• Oversees the process of handling of non-sufficient fund checks and submits unpaid utility account bills to collection.
• Reviews and approves all adjustments to accounts and all account refunds.
• Reviews and evaluates cut offs lists, balancing, edits and posting payments of accounts.
• Oversees the billing process.
• Assists the Finance Department with revolving billing issues.
• Performs a variety of record keeping duties.
• Performs other related duties as assigned.

Licenses and Certifications Required:

• Valid driver's license issued by the State of Georgia.

Qualifications:

• Associate's degree from an accredited college.
• Ten (10) years progressively responsible customer service and/or billing/finance experience, to include a minimum of five (5) years of supervisory responsibility. Two (2) years of management experience may be substituted with a Bachelor's degree from an accredited college or university.
• Never been convicted of a felony.
• A citizen of the United States or has obtained legal work status.
• Must meet City's psychological and background requirements.
• Work evenings, weekends, and/or holidays as required.
• Must be able to pass a credit check.

Full-time regular employees are eligible for the City's benefit package.

City Health Insurance Benefits Include:

• Health Insurance- Cigna H.S.A.
• Dental-CIGNA
• Dental – 100% paid by the City for Single Employee
• Vision-CIGNA
• Short Term Disability-AFLAC-100% City Paid
• Long Term Disability-AFLAC-100% City Paid
• Basic Life- AFLAC- 2.5 Times Base Annual Income City Paid
• Dependent Life- AFLAC- $5,000 for eligible spouse and $2,500 for each eligible child City Paid
• Voluntary Life-AFLAC
• Group Accident-AFLAC
• Group Cancer-AFLAC
• Group Critical Illness-AFLAC
• Wellness Rewards Program-Medical Participant

City Benefits:

• Donating Sick Leave
• Education Assistance Program
• EAP Program. 6 counseling sessions per year
• Pay In Lieu of Vacation
• Paid Funeral Time Off. A total of 6 days of funeral leave per fiscal year.

Retirement:

• 401 (a) Retirement Plan: City 3% Contribution at 90 days of service
• 457(b) Retirement Plan: City Matching at 90 days of service up to 3% if employee enrolls and contributes at least 3%