Job Description

CUSTOMER SERVICES ADMINISTRATOR

JOB CODE 51290

Effective Date:	05/92A

DISTINGUISHING FEATURES OF THE CLASS:

The fundamental reason this classification exists is to plan, coordinate, direct and supervise the activities of the Customer Services Division of the Water Services Department, which include water meter reading, billing for water services, water meter replacements, investigating customer inquiries, bill collections and other related activities. Supervision is exercised over an Assistant Customer Services Administrator, administrative support staff, Utilities Service Coordinator, technical staff, and Utilities Service Supervisors II. The Customer Service Administrator works under the general direction of the Assistant Water Services Director for Administration and is evaluated on the basis of results obtained.

ESSENTIAL FUNCTIONS:

• Plans and directs all activities of the Customer Services Division;
• Evaluates performance indicators, both financial and operational, and directs changes to rectify problems and ensure quality products and services;
• Manages conflict in human interactions among employees, supervisors and customers;
• Initiates major Data Management and Organization Management system changes;
• Evaluates, recommends and manages collection efforts for the entire customer base and specific actions on large customer accounts relating to delinquent collections;
• Conducts meetings with key supervisors for the purpose of discussing new policies, reviewing existing methods and developing more efficient procedures;
• Supervises and participates in the preparation and administration of the Customer Services Division budget;
• Develops and installs procedures which result in more efficient operation of the Customer Services Division;
• Resolves the most difficult customer complaints and correspondence and authorizes adjustments to customer accounts;
• Investigates customer and employee complaints submitted by the City Manager, Mayor and Council Offices and reports findings on action taken as a result of complaints;
• Directs the development and distribution of customer communication regarding City Policies, practices and procedures;
• Directs the development of information to support the City's position for Administrative Hearings;
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Required Knowledge, Skills and Abilities:

Knowledge of:

• Application of computer systems to utility business procedures.
• Research techniques, methods and procedures.
• City Code and ordinances pertaining to Water Service Department and general City practices.
• Municipal government functions, procedures and operations.
• Water Services Department policies, rules and regulations.
• Principles and practices of statistics with particular reference to the application of financial and operating statistics.
• Principles and practices of public utilities administration.

Ability to:

• Analyze problems and make appropriate decisions in accordance with rules and regulations.
• Work cooperatively with other City employees, customers and the public, often in stressful situations.
• Comprehend and make inferences from written material.
• Gather pertinent facts and statistics, make thorough analysis, arrive at sound conclusions and report research findings and recommendations in a clear, complete and logical form.
• Produce written correspondence with clearly organized thoughts, using proper English sentence structure, punctuation, and grammar.
• Communicate orally with other City employees, customers, clients or the public in a face-to-face one-to-one setting and on the telephone.
• Perform a broad range of supervisory responsibilities over others.
• Enter data or information into a terminal, PC, or other keyboard device.
• Work safely without presenting a direct threat to self or others.

Additional Requirements:

• This position requires the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
• Some positions will require the performance of other essential and marginal functions depending upon work location, assignment, or shift.

ACCEPTABLE EXPERIENCE AND TRAINING:
Four years of progressively responsible administrative experience in public utility customer service work, including three years in a supervisory capacity, and a bachelor's degree in business or public administration or a related field. Other combinations of experience and education that meet the minimum requirements may be substituted.