Share Email Opening Title Manager-Customer Service - Water Works  Open Date 7/7/2021   Full-Time/Part-Time Full-Time   Exempt/Non-Exempt Exempt   Bargaining / Non-Bargaining Non-Bargaining   Division Public Works   Location Utilities/Water Works/Customer Service & Billing   Reports To Director of Billing & Customer Service   Schedule Monday-Friday, 8:00 am-5:00 pm. Hours may vary based on operational needs.   Pay Rate $52,000-$57,000/yr.   Description SUMMARY Manages all areas of Customer Service operation, including payment processing, service orders, customer inquiries and dispute resolution. Helps enforce the South Bend Municipal Utilities Rules and Regulations and any related policies and procedures. SUPERVISION EXERCISED Supervises front line customer service functions, and Customer Service Work group staff. ESSENTIAL DUTIES AND RESPONSIBILITIES This list represents the types of duties required by the position. Other duties may be assigned as reasonably expected. • Enforces the Rules and Regulations pertaining to Customer Service. • Develops and maintains a collection of Customer Service policies and procedures that adhere to the Rules and Regulations. Ensures the necessary resources are available to staff to comply with the policies and procedures and deliver quality customer service. • Ensures all areas (phones, front counter, reception, drive through) are opened and closed at the appropriate times. • Resolves customer problems and disputes, escalating on to the Director of Customer Service and Billing when necessary. Must communicate effectively to customers via letter, email, phone, and in person the basis for the dispute decision. • Reviews all new service applications, transfer and termination paperwork submitted by Customer Service Representatives, correcting and coaching as necessary. • Reviews and analyzes Customer Service Office performance measures, specifically with regards to the phone queue system. • Assists in all daily operations of the Customer Service Office, including employee schedules, meetings, payment processing and building-related service and maintenance appointments. • Coordinates supply orders for Customer Service Office. • Supervises, coaches, and trains Customer Service employees, coaching and disciplining as necessary according to City and Department policy. Prepares and delivers performance evaluations. • Liaises between Customer Service Office and other City Departments, including the Water Works Service Department and 311. • Makes recommendations for improvements to the Director of Customer Service and Billing. Defines, communicates, and oversees Customer Service performance standards, evaluating and analyzing the data to identify areas of improvement. • Conducts weekly staff meetings. NON-ESSENTIAL JOB FUNCTIONS • Performs other duties and assumes other responsibilities as apparent or as delegated. QUALIFICATIONS To perform this position successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Position Requirements EDUCATION AND/OR EXPERIENCE • High school diploma or equivalent. • 5+ years of customer service experience, preferably a large capacity Utility customer service office. KNOWLEDGE, SKILLS AND ABILITIES PREFERRED • Proficiency in word processing and spreadsheets. • Excellent oral and written communication skills. • Ability to communicate with supervisors, peers, or subordinates, providing information by telephone, in written form, e-mail, or in person. • Ability to organize, plan and prioritize work. CERTIFICATES, LICENSES, REGISTRATIONS • None EQUIPMENT Desktop or laptop computer, calculator, remote deposit machine, telephone, copy and fax machine. PHYSICAL DEMANDS 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. 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 walk, and talk or hear. The employee is occasionally required to walk; use hands to fingers, handle or feel objects, tools or controls; and reach with hands and arms. The employee is occasionally required to climb, balance, stoop, kneel, crouch, and crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required in this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. WORK ENVIRONMENT Work is performed primarily in the office. The noise level in the work environment is usually quiet to moderate in the office. Entire office is smoke free.   Required Pre-employment drug screen   About the Organization South Bend is the economic, educational, media, and cultural hub of a multi-county region spanning the Michigan-Indiana border. It's the fourth-largest city in Indiana with over 100,000 residents. South Bend's flourishing collegiate community and burgeoning tech industry have built upon the foundation of the city's industrial past to create a vibrant present and a promising future. The city's 14 institutions of higher learning, including the internationally renowned University of Notre Dame, infuse South Bend with creative energy in the arts, business, and technology. Combined with recent economic growth, strong neighborhoods, an affordable cost of living, exciting recreational opportunities, and thriving arts venues make South Bend a fabulous place to live, work, and, play. ***AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.***   EOE Statement EOE/ADA Statement The City of South Bend provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application/hiring process should contact the Legal Department's ADA Compliance Officer, Michael Schmidt, at legaldept@southbendin.gov and Human Resources at humanresources@southbendin.gov to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis. The City of South Bend seeks to attract, develop, and retain the highest quality public safety officers, staff and administration. The City of South Bend is an Equal Opportunity Employer, and is committed to building a culturally diverse workplace. We strongly encourage applications from underrepresented candidates and others that will enhance our community in compliance with EO No. 1-2016 Section 1. Moreover, the City of South Bend prohibits discrimination against veterans or disabled qualified individuals, and requires affirmative action by covered contractors to employ and advance veterans and qualified individuals with disabilities in compliance with 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a).   This position is currently not accepting applications. To search for an open position, please go to http://CityofSouthBend.appone.com WE ALSO RECOMMEND Other Jobs Within Same Category Superintendent III-Central Services in South Bend, IN Posted on: 5/7/2024 [Apply Now] Chief of Staff to the Mayor in South Bend, IN Posted on: 5/7/2024 [Apply Now] Manager- Marketing in South Bend, IN Posted on: 5/6/2024 [Apply Now] Manager - Athletics in South Bend, IN Posted on: 4/30/2024 [Apply Now] Manager - Operations: Facilities in South Bend, IN Posted on: 4/2/2024 [Apply Now] Other Jobs Within 60 Miles Engineering Intern - Summer 2024 in South Bend, IN Posted on: 1/3/2024 [Apply Now] Mayor's Office Summer Internship in South Bend, IN Posted on: 4/2/2024 [Apply Now] City Clerk Public Relations Intern in South Bend, IN Posted on: 4/4/2024 [Apply Now] Common Council Intern in South Bend, IN Posted on: 4/17/2024 [Apply Now] IT Intern in South Bend, IN Posted on: 4/17/2024 [Apply Now] Follow us

 

AppOne.comTM   ©1999-2021 HR Services, Inc. Click here for technical assistance.