The City of Richmond, Department of Public Utilities is seeking a qualified candidate to fill the Customer Service Manager position in the Customer Service Division. The selected candidate will be responsible for managing services and functions related to front-line customer service, citizen assistance, and revenue processing.

• Managing customer service operations, supervising multiple professional level/exempt employees, and providing second level supervision to employees in the customer service unit.
• Overseeing daily operations; set unit goals, objectives, and standards; plan and monitor progress towards objectives; overseeing changes in policies and procedures; ensuring proper cash controls; developing and managing projects.
• Recommending billing adjustments; reviewing and analyzing billing and exception statistics; identifying issues and implementing process and workflow changes.
• Overseeing the budget and spending for an assigned area;
• Researching and resolving high-level, complicated customer complaints.
• Reviewing the work of billing and exceptions staff to ensure accuracy and resolving inconsistencies as needed.
• Creating and providing prioritized lists of accounts to be invoiced.
• Drafting and distributing weekly and monthly reports.

KNOWLEDGE, SKILLS, AND ABILITIES:

Considerable knowledge of General Accepted Accounting Principles (GAAP); account reconciliation; foundational leadership principles and theories; customer service complaint management techniques; research and auditing practices as it relates to customer service activities. Demonstrated skills in oral and written communication; computer proficiency using Microsoft Office Suite, Oracle based systems, CIS system, and etc.; with problem and complaint resolution; conducting research and evaluation; and customer service. Demonstrated ability to multi-task; make sound decisions; organize, review and analyze data; lead others, motivate, and develop staff; and monitor and evaluate quality and accuracy in area of assignment.

MINIMUM TRAINING AND EXPERIENCE:

• Bachelor's degree in business administration, finance, accounting, or a related field.
• Four years of journey-level professional revenue collection and customer service management experience and two years of supervisory experience.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required

• Two (2) years of supervisory experience.
• Five (5) years of billing experience.
• Written and oral communication experience.
• Experience using Microsoft Office Suite, Oracle-based or comparable systems.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.