Share Email Opening

Director of Customer Service 


Responsible for directing all divisions of Customer Service including Customer Accounts, Customer Care, Customer Payments, and Customer Relations.

Responsible for the monitoring and management of all Customer Service operations.

Establishes and maintains an effective working relationship with all City departments/activities impacting the customer. Reviews and analyzes customer complaints and refers significant trends or potential problems to appropriate levels of management. Provides advice and recommendations for problem resolution.

Confers with customers and City personnel in matters concerning customer comments, complaints, and inquiries. Advises and recommends appropriate response and action.

Evaluates and monitors customer contact to ensure accurate and consistent information is delivered to the customer base in a timely, courteous, and responsive manner.

Creates, generates, and analyzes reports to seek opportunities for efficiencies and improvements in customer relationships.

Assists in the development of customer service policies to ensure customer service goals are met.

Identifies and develops improvements in the customer support process including analyzing and recommending online customer experience enhancements.

Researches, resolves, and tracks customer issues unique customer situations. Assists with root cause analysis to identify ways in which the customer can be better served.

Manages the administration of the utility billing process including generating reports and audits for accuracy.

Designs and implements processes to improve cash flow and reduce receivables. Creates strategies to minimize bad debt.

Responsible for administration of overall policies regarding collections of overdue/delinquent accounts. May work with legal counsel or outside collections agencies to handle overdue accounts. Responsible for policies regarding the investigation of customers, extension of credit lines, and collections.

Manages the overall collection of utility bills, taxes, and all other monies collected by the City. Establishes and monitors internal controls and procedures relating to the collection of revenues.

Coordinates the development and design of data processing systems needs to meet the demands and requirements of collecting and processing utility payments and other revenues.

Coordinates the permitting and development activities as it relates to customer interaction and the customer experience.

Position Requirements

Bachelor’s degree or a minimum of six years of experience in customer service management, preferably in a call center environment.

Should have strong leadership skills with the ability to influence others to take action and achieve objectives.

Must have the ability to work in a high volume, fast-paced, goal-oriented environment.

Must have the ability to work both independently and in groups.

Must have the ability to listen and interpret the needs of employees and customers.

Should have experience with a personal computer, installing software programs, and troubleshooting operating systems, software, and hardware.

Should be familiar with MCA and Windows operating system.

Should have the ability to solve problems and deal with ambiguity.

Should have a thorough understanding of the Utility Billing system with the ability to process all types of work orders and resolve all customer billing or service issues.

Must be detail-oriented with excellent written, verbal, and listening communications skills.

Must have the ability to multi-task computer applications, utilize various databases consecutively, and adapt to change.

Must have a strong commitment to teamwork.

Physical/Environmental Requirements Mobility to work in typical office settings using standard office equipment is required. Also, vision to read printed materials and computer screen and hearing and speech to communicate in person or over the telephone.  
Location City of Thomasville  
About the Organization Our Vision

A progressive and unified community providing an inviting place to live, work, play and prosper.

Our Mission

In partnership with our community, Team Thomasville will deliver excellent and dependable public services while building trusting relationships through openness, inclusion and innovation.

Our Values

Trustworthy & Dependable
We are dedicated to provide reliable services to our citizens and community.

Equal & Inclusive
We will empower a diverse and progressive culture to strengthen community partnerships.

Accountability & Transparent
We will maintain business practices that build community trust with openness, integrity and accountability.

Modern & Innovative
We will execute creative plans and innovative strategies to bring sustainable growth to our entire community.  

This position is currently not accepting applications.

To search for an open position, please go to


AppOne.comTM   copyrightŠ1999-2017 HR Services, Inc.
Click here for technical assistance.