The role of this position is to direct and organize
the activities and operations of the Customer Service Department. This position is responsible for the strategic
planning and implementation of policy and procedural changes to improve the
overall customer experience and service levels, ensure that accurate and
efficient assistance is provided to the customer and community while maximizing
customer service efficiency and effectiveness. This position is also responsible for
overseeing the monthly billing of utility services and accountability for the
collection of revenues. Other duties include leading the Water Conservation
Program. Functional Areas include billing, collections, call center, AMI
and field functions. This position is part of the Executive Leadership Team and
reports directly to the Senior Director of Stakeholder Services.
- Develops strategies and recommendation for improving
customer service and the overall operation. Develops staffing, training
and job performance standards and objectives.
- Leads and manages employees to inspire and encourage
staff to continue providing the highest standards of service at all times.
- Responsible for planning and organizing all Customer
Service activities; training personnel; communicating with other Toho
departments; assisting the Executive Director; performing a variety of studies;
and complying with policies and regulations.
- Manages personnel by supervising personnel; directing
the work plan for assigned staff; training and motivating assigned
personnel; recruiting and hiring personnel; creating comprehensive
customer service training; and overseeing customer billing adjustments.
- Creates strategic plan and performance measures by
implementing goals, objectives, and policies; helping supervisors set
goals; creating and supervising capacity and performance quality measures;
reviewing trends; updating performance standards; and maintaining
knowledge of industry trends.
- Oversees the accuracy of initiation and disconnection of service,
meter reading, the creation and collection of utility bills, disposition
of the utility bad debt, deposit policy, disconnects for non-payment, and call
center, along with all related activities.
administrative duties by developing, modifying and implementing service
policy manual; making presentations to the Toho Water Authority Board,
Executive Director and departments; serving as liaison for other
departments and divisions for organizational wide projects.
- Receives, responds and provides resolution to escalated
inquiries and concerns from customers, general public, business community
and other departments regarding departmental issues. Mediates critical problems by collaborating
with the Board; communicating results to the customer and superiors; and
analyzing opportunities for improvement.
- Prepares various executive reports and documentation
regarding division activities, e.g., monthly reports, business analysis
and strategic plan performance.
- Responsible for the development and administration of
the department’s budget; monitors and approves the forecast of funds needed
for staffing, equipment, materials, supplies and various other line items;
prepares, monitors and submit approvals for expenditures and implements
budgetary adjustments as appropriate and necessary.
- Other duties as assigned.
- Bachelor's degree in Business Administration, Public
Administration or closely related field.
Supplemented by seven years of progressive supervisory/management
experience in customer service.
- Any combination of education and experience which
demonstrates a candidate’s ability to perform successfully will be
- Must possess and maintain a valid State of Florida
Class E Driver's License.
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.
While performing the duties of this job, the employee is regularly required to
sit; use hands to handle or feel and talk or hear. The employee is frequently
required to reach with hands and arms. The employee is occasionally required to
stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift
and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance
vision, color vision, peripheral vision, depth perception and ability to adjust
The work environment characteristics described here are representative of those
an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually moderate. Environmental factors include indoor, flat surface, noise,
sitting with occasionally walking and standing.