Customer Service Manager Position Available In St. Lucie, Florida

Customer Service Manager Fort Pierce Utilities Authority – 3.4

Fort Pierce, FL Job Details Full-time Estimated:

$57.7K – $79K a year 1 day ago Qualifications Microsoft Powerpoint Photography Microsoft Word Microsoft Excel Customer service Mid-level Microsoft Office High school diploma or GED Bachelor’s degree Computer skills Business Administration Business Negotiation Bankruptcy Full Job Description Position Summary and Qualifications Salary is just one component of FPUA’s excellent total compensation package. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. To achieve this goal, we offer market leading benefits as summarized under the “Benefits” tab above the Description within this job posting. The salary range shown represents the minimum to midpoint salary for this position. The actual salary offered will depend on qualifications and experience. Responsible for planning, organizing, coordinating, staffing and controlling the operations of the FPUA Customer Service department, ensuring high quality service to over 30,000 residential and commercial accounts. . Builds and maintains positive relationships with all customers and key accounts. Ensures accurate, timely, customer friendly multi-service billing, collections, write-offs, connection/disconnection of services and responses to billing inquiries. Sets standards of performance for call center, lobby security and switchboard operations. Develops and manages direct customer relationships; cultivating a positive reputation in the marketplace. . Reports to the Director of Utility Support Services.

Must possess:

General knowledge of bankruptcy, probate and other utility laws and best practices. Thorough knowledge of handling payment receipts, “insufficient funds” checks, customer policies and practices necessary to balance funds, billing procedures and rates and security requirements for proper maintenance of large sums of cash. Good interpersonal skills and judgment negotiating with customers. Ability to handle difficult or sensitive situations with diplomacy and tact. Ability to deal effectively and courteously with elected and appointed public officials, FPUA Board members, FPUA employees at all levels and members of the general public. Graduation from an accredited high school or possession of an acceptable equivalency diploma from an accredited institution. A Bachelor’s Degree in Business Administration or related field is preferred, with at least ten years of managerial experience in a Customer Service related field. Proficiency with Microsoft Office products such as Word, Excel, and PowerPoint. When considering external job applicants, a comparable amount of training and experience may be substituted for the minimum qualifications. Plans, organizes, coordinates, staffs and leads the Customer Services department with responsibility for financial and service outcomes. Ensures adherence to established processes and operational policies in selecting methods and techniques for obtaining solutions to customer service issues. Recommends changes to departmental policies and organizational procedures that affect customers. . Acts as advisor to subordinate(s) to meet schedules and/or resolve technical problems. Provides guidance to subordinates within the latitude of established company policies. Develops and implements schedules and performance standards. Develops and adheres to departmental budgets. Ensures cashiering and cash receipts are accurate and deposits are made in a timely manner with banking institution. Accountable for the security of large amounts of cash and receipts Determines appropriate adjustments and handles all customers diplomatically, both orally and in writing. Reviews write-off amounts per FPUA guidelines and monitors collection agency recoveries. Directs creation of program queries and reports to find discrepancies in CSM and acts to resolve discrepancies. Analyzes customer accounts to ensure compliance with FPUA Board approved resolutions and updates Customer Solutions resolutions as necessary. Makes presentations to the FPUA Board. Ensures that paper and on-line utility bills are calculated correctly, prepared and delivered to customers in a timely manner. Frequently interacts with customers and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Collects and reports on all support operations metrics. Maintains and monitors specific cost elements of the department. Confers with, and advises the Director of Utility Support Services on problems encountered in departmental operations. Prepares monthly and fiscal year-end Customer Service activity reports. Prepares budgets and maintains control of expenditures. Develops, coordinates, schedules, designs, and produces departmental materials including monthly bill inserts, advertisements, audio/visual presentations, promotional items, brochures, letters to customers, direct mail pieces, flyers, posters, signs, annual reports, and other customer and various printed materials using highly technical/graphical computer skills, software and photography.