SUMMARY OF RESPONSIBILITIES : This position is responsible for supervising the Customer Service team and ensuring that the appropriate systems CIS/WAM/MDM/Interactive Voice Response System/Remittance Processor/, HCM, Bill2Pay, Kiosk, Lockbox and other related systems are operating properly in order to deliver quality service to customers; Responsibilities include, but are not limited to, investigating and troubleshooting issues related to the aforementioned systems and business processes; assisting the Application Specialists in developing solutions to system performance issues; recommending and coordinating efforts related to changing business processes/procedures as needed to improve efficiency; working with staff, consultants and vendors as needed to develop, implement and maintain processes required to support implementation and optimal usage of the above stated systems; supporting IS upgrades/patches as needed by providing training, testing, updating data, and communicating information to users; implementing/interpreting/maintaining policy, procedures, and processes; providing technical advice and strategies to staff on customer relations issues and methods; delegating, monitoring and evaluating work output; assigning the work of staff; preparing and presenting staff reports, generating and maintaining records, data, reports and statistics on the work unit activities; mediate/resolve complex/sensitive customer inquiries/issues; developing, implementing/maintaining adequate cash audit controls; exploring and recommending new customer programs, technology, and options to enhance the customer experience; serving as liaison with other departments to actively coordinate business/technical processes into the industry’s best practices; leading/participating special projects improving customer satisfaction and maximizing efficiency; preparing/maintaining control of budget expenditures; preparing/generating/maintaining records, data, reports and statistics on all transactional activities (customers/employees); operating within framework of established policies/procedures; exercises initiative/independence in developing work methods and carrying out the details of the work in accordance with policies and procedures within the scope of responsibility designated for the position; providing for maintenance/repair/replacement of required equipment; overseeing/coordinating facility maintenance; Operating under general supervision of the Department Manager; latitude is allowed for independent judgment in carrying out the details of the work in accordance with established policies and procedures. Performs related work as required.
EQUIPMENT OPERATED : Computer, calculator, communication equipment, and other equipment, as required.
FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of CIS, MDM, RNI, MWM, WAM, EBS, CSEM, HCM and how these system interact together; knowledge of PWC legacy systems (CC&B, PCS, etc.); extensive knowledge of customer service, cashiering, metering, billing processes and procedures; thorough knowledge/understanding of the utility rates/schedules; thorough knowledge of safety rules, regulations, procedures and practices as appropriate; thorough knowledge of operational management concepts and practices; thorough knowledge of business processes and work flows; thorough knowledge of supervisory concepts and practices including budget, personnel, and administrative functions; must possess strong ability to mitigate/resolve complex customer issues; must possess strong influence, collaboration, planning and organization skills; ability to train/orient/teach skills to new employees; ongoing training of changes in policies/procedures; ability to work multiple projects and supervise/monitor/evaluate staff; ability to communicate effectively, both orally and in writing with employees and customers with tact and maintain control in sensitive and difficult situations; ability to monitor, coach and counsel employees; encourage employee development and growth; plan, organize, schedule, and evaluate staffing to ensure sufficient coverage; ability to analyze and develop solutions for complex issues; ability to analyze risks and develop appropriate mitigation strategies; ability to provide technical and analytical support to users across divisions; ability to use applicable computer software programs for communication, word processing, spreadsheet and database management, especially Microsoft Word, Project, Excel and PowerPoint; ability to prepare and maintain reports and records; ability to develop and maintain effective working relationships with customers, the general public, and all levels of employees.
MINIMUM QUALIFICATIONS:
(A) Graduation from an accredited four (4) year college or university with a degree in business, accounting, business management, statistics, mathematics or related field and a minimum of three (3) years of experience in customer service work in/for a public utility which includes lead worker or supervisory responsibilities; OR
(B) Graduation from an accredited two (2) year college/technical school with a degree/certification in business, accounting, business management, statistics, mathematics or related field and a minimum of seven (7) years of experience in customer service work in/for a public utility which includes lead worker or supervisory responsibilities; OR
(C) Graduation from high school or possession of a high school equivalency diploma and a minimum of eleven (11) years progressive responsibility of experience as defined in (A) above; OR
(D) An equivalent combination of experience, training and education as defined in (A) and (B) above.
SPECIAL REQUIREMENTS: Must possess and maintain a valid North Carolina Driver’s License.
PHYSICAL REQUIREMENTS: Must be able to perform the essential functions of the position.
SAFETY HAZARDS: Minimal
PROTECTIVE EQUIPMENT: As required in the Public Works Commission’s Safety Manual.
EMPLOYER’S RIGHTS : This job description is general and illustrative of the kind of duties required of this position. It is not exhaustive and does not contain a detailed description of all the duties that may be assigned to the incumbent occupying this position.
#FPWCSJ
GRADE 412 – $63,833.43 – $84,100.54 extended hours and on call as required
At Casteel Heating, Cooling, Plumbing, and Electrical we pride ourselves in creating an excellent working environment by hiring the best...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Shipping and Customer Service Representative Job Summary We are seeking a motivated individual to join...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> The Herff Jones Operations team, based in Champaign, IL is looking for a [Job Title}to...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Job Title: Utility Billing Clerk Department: Administration Reports to: Finance Director FLSA Classification: Non-Exempt Grade:...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Salary: $23.49 – 23.50 per hour + none Reference: AB_4164962 Our company is searching for...
Apply For This Jobbr{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]> Warranty Administrator Our successful and expanding family of auto dealerships is looking for a highly...
Apply For This Job