Director of Customer Service

Toho Water Authority
Kissimmee, FL

GENERAL DESCRIPTION:

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.
    

ESSENTIAL FUNCTIONS:

  1. Develops strategies and recommendation for improving customer service and the overall operation. Develops staffing, training and job performance standards and objectives.
  2. Leads and manages employees to inspire and encourage staff to continue providing the highest standards of service at all times.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
  7. Performs administrative duties by developing, modifying and implementing service procedures and 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.
  8. 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.
  9. Prepares various executive reports and documentation regarding division activities, e.g., monthly reports, business analysis and strategic plan performance.
  10. 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.
  11. Other duties as assigned.

MINIMUM QUALIFICATIONS:

  1. Bachelor's degree in Business Administration, Public Administration or closely related field.  Supplemented by seven years of progressive supervisory/management experience in customer service. 
  2. Any combination of education and experience which demonstrates a candidate’s ability to perform successfully will be considered.
  3. Must possess and maintain a valid State of Florida Class E Driver's License. 

PHYSICAL DEMANDS:

 

PHYSICAL REQUIREMENTS:
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 focus.
 
WORKING CONDITIONS:
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.