Shire Jobs

CITY OF BARTOW CUSTOMER SERVICE MANAGER

The City of Bartow is seeking an experienced Customer Service Manager.The Customer Service Manager oversees a call center, in-person service counter, and direct service to customers in the field.The position is responsible for formulating and developing department goals and objectives, managing lead personnel, and directing the work of customer service and field service personnel.

The Customer Service Center Manager is responsible for providing leadership and direction to non-emergency Call Center operations, developing operational procedures and managing continuous improvement initiatives for the operation, support the utilities operation and support of customer service initiatives of City departments. The manager is responsible for ensuring customer service capacity, quality and effectiveness to meet City goals and objectives. Work is performed with a significant degree of independence and is evaluated on the basis of accomplishments of overall goals and objectives of the program.

This is a full-time position with an anticipated starting pay range between $84,423 and $93,188 per year.In addition to the salary, the City provides health insurance (2 plans paid 100% for the employee!), Life insurance (after 6 months and equal to annual salary), Short-term Disability insurance (after 13 months of employment), and a Pension with only 4% employee contribution and six (6) year vesting. In addition to all of that, you will receive 11 holidays, 12 sick days, 10 vacation days, 2 personal days.

Essential Duties and Responsibilities:

Plans, organizes, controls, integrates and evaluates the work of the Bartow Customer Service Center; develops, implements and monitors work plans to achieve goals and objectives; contributes to the development of and monitors performance against the annual call center budget; supervises and participates in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards.

Manages the performance of staff; interviews and selects new staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development

Provides day-to-day leadership and works with staff to ensure a high-performance, customer service-oriented work environment that supports achieving the department's and City's mission, objectives and values; applies process improvement and quality management principles to assigned areas of responsibility.

Provides leadership and technical expertise in the development of long-range and short-term planning initiatives and overall goals, objectives and priorities for the Bartow Customer Service Center; recommends and establishes objectives and strategies for operations and special projects to achieve overall goals, objectives, and priorities; manages development and implementation of performance criteria for Customer Service Center operations and evaluates the operation's performance in meeting goals and objectives; oversees the tracking, monitoring, and analysis of performance statistics for operations and subordinate staff and provides qualitative assessments to staff members.

Develops, implements, and maintains procedures and management criteria for the operations of the Customer Service Center; evaluates proposed changes to procedures and makes recommendations to support day-to-day operations and improve customer service performance, workflow and operating efficiency.

Cultivates, fosters and maintains collaborative working relationships with executive management/ department directors to provide technical advice on customer service improvement opportunities and to ensure the delivery of Customer Service Center services in accordance with service level agreements; maintains effective working relationships with City departments to identify opportunities and p ovide advice on methods for improving customer service and customer contact with the City through continuous process improvements; identifies trends and issues and recommends alternative solutions.

Performs professional level work on special projects that focus on promoting customer service or that support customer services provided by other departments in the City; may manage the work of outside consultants, contract and/or other personnel involved in customer service initiatives and projects.

Provides advice and technical guidance to users of the Customer Relations Management (CRM) system; functions as liaison between users and information technology staff on telephone, internet and CRM issues.

Responds to customer service escalations and complaints and assists subordinate staff with difficult or unusual assignments; resolves problems and mediates conflicts encountered during daily operations; promotes teamwork and encourages regular communication; informs staff of relevant business issues and their impact on the organization.

Represents the City and the Customer Service Center operations with outside neighborhood groups and professional organizations to communicate and market the use of the non-emergency Call Center; works with executive management/department directors to develop procedures for disseminating emergency and non-emergency information to the community.

Maintains liaison with the Emergency Operations, which involves responding to emergency alerts and coordinating the dissemination of emergency information through Customer Service Center.

Maintains positive working relationships with professional associations to maintain current knowledge on governmental call center industry trends and on call center procedures and technologies and to incorporate best practices into contact center operations when possible.

This is not intended to be an all-inclusive listing of essential job functions; the performance of other essential functions may be required.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Supervisory Responsibilities:

Assist in the recruitment, interviewing, hiring, and training of new staff.

Performs senior and/or lead-level customer service, clerical and technical work.

Oversees the daily workflow of the Customer Service Center.

Knowledge, Skills, and Abilities:

Prepares, reviews, and oversees operating budget.

Manages the office and field activities of the Customer Service operations by training and monitoring the staff.

Responsible for the process flow of work/service orders received through the Customer Service Center from initiation to close.

Directs the accurate and timely reading of all meters to insure accurate billing as well as turn on and off of service.

Resolves customer complaints or inquiries.

Projects and submits yearly budget.

Communicates with supervisors to assist with all questions concerning customer services.

Is responsible for ensuring the satisfaction of customers and training staff to meet expectations.

Performs related work as required.

Education and Experience:

Bachelor's degree in Business, Accounting, Finance, or a related field preferred.

Ten or more years of experience in customer service, call center, or a related field with experience in a supervisory capacity.

Licenses, Certifications, Special Requirements:

Valid Florida Driver's License required to operate City vehicles

This position may be designated as Mission Critical by the City Manager

Physical and Mental Demands:

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions.Reasonable accommodations may be made to enable individ