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.