Customer Service Manager

Customer Service Manager

The City of Tomball is accepting applications for the position of Customer Service Manager. This position oversees the utilities billing, permitting functions, and solid waste contractor management for the City. Exercising significant independent judgment, they supervise and coordinate the activities of the Customer Service Specialist and Utility Billing Serviceman II. Responsibilities extend from monthly billing processes to the direct management of a dedicated team, ensuring efficiency and accuracy in all operational facets.

Job Title: Customer Service Manager

Reports To: Finance Director

Positions Supervised: Customer Service Specialist, Customer Service Coordinator

Education and Experience: An equivalent combination of education, training and experience will be considered.

Education: HS/GED

Experience: Minimum of 5 years previous relevant work experience is required.

Certifications: ICC Permit Technician

Customer Service Manager functions include but are not limited to the following:

• Supervisory Duties: Oversee Utility Billing, Meter Reading, and Permitting teams. Manage the City's Solid Waste contractor. Direct supervision of five staff members, including performance tracking, training, evaluations, and daily workload management.
• Monthly Billing: Compile monthly billing packets, post the collection and uploading of reads into the billing software. Address errors, including unread meters or excessive read data. Coordinate with the meter reading team using various reports. Address outstanding service orders and prepare bills for customers.
• Billing Corrections and Adjustments: Handle misread and payment correction adjustments. Manage returned payments and related fees. Oversee payment applications and various adjustments, from leak to service to tax exemptions. Handle deposit transfers and senior citizens' late fee exemptions.
• Monthly and Yearly Reporting: Engage in a variety of monthly reporting and payment activities, from credit applications to solid waste payments. Execute yearly reporting duties, including water quality reports, audit reports, and various end-of-year close-out reports.
• Account Creation and Utility Tap Management: Post-permit issuance, oversee the entire account creation process, from assigning account numbers to creating service orders. Record all utility tap & impact fees and ensure all services are activated post-creation.
• Website Maintenance: Update and maintain the Utility Billing, Permitting, and Solid Waste sections of the City's website, ensuring accurate and up-to-date information.
• Staff Supervision and Development: Manage time clocks, training schedules, and evaluate the performance of direct reports. Oversee daily workload distribution and special project assignments. Uphold an open-door policy for all staff, addressing concerns, and providing necessary support. Foster a positive team environment and handle morale-building initiatives. Perform random cash drawer audits and provide backup for the Customer Service Window when necessary. Contribute to the team effort by performing other related duties as assigned.

Success Framework: The following list of knowledge, skills, and abilities have been identified by our team as building blocks towards efficiency and effectiveness in this role:

• Comprehensive knowledge of utilities billing, permitting functions, and finance department operations.
• Strong supervisory skills, including performance evaluation, training, and team development.
• Detail-oriented nature to ensure accurate data entry, billing, and record-keeping.
• Proficiency in financial software, databases, and other relevant tools.
• Effective communication abilities to liaise with vendors, team members, and other City departments.
• Problem-solving aptitude to address discrepancies, streamline operations, and ensure compliance.
• Time management skills to juggle various responsibilities and meet crucial deadlines.
• Strong interpersonal skills to manage and motivate a diverse team.

Equipment and Tools commonly associated with the performance of the functions of this job:

Billing Software, Permitting Software, Microsoft Office, Printer/Copier, Postage Machine, Check Scanner, Receipt Printer, Desk-top Scanner, Safe/Cash Drawer, Time Clock, Multi-line Phone System, FileZilla, Meter Reading Software, Employee Performance Tracking Software.

Work Environment or atmospheric conditions commonly associated with the performance of the functions of this job:

• The work is typically performed indoors in an office setting.
• May rarely be exposed to uncomfortable temperatures, humidity, noise, chemicals/gases, contagious diseases, airborne particles/pathogens, and/or physical trauma.

*Physical Abilities. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Work requires the ability to sit, stand for extended periods of time.
• Work requires the ability to complete repetitive wrist, hand, and/or fine motor movement.
• Work requires the ability to grasp, pull, push, and reach.
• Work requires the ability to talk, hear, listen, and comprehend.
• Work requires precise hand/eye coordination.
• Must be able to lift up to 5 pounds.

*Salary: Hiring range - $56,035 - $58,837 Salary range - $56,035 - $84,053 *Salary is dependent on experience and qualifications*

*The City of Tomball offers reasonable accommodation in the hiring and employment process for individuals with disabilities. If you need assistance to accommodate a disability, you may request accommodation at any time.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws, and employees may be required to comply with the changes.