Customer Service Manager (Water) - Promotional Only

Description Salary:

$59,956 - $93,886

Position Grade:

16

M Department:

Water Division Job Type:

Full-Time (Permanent)

Examination Number:

EX1635

Location:

St . Louis, MO Promotional - Open to Permanent City Employees Only. The position of Customer Service Manager (CSM) for the Customer Service Section of the Water Division is the lead manager for the overall operation of that section. The office staff is responsible for entering and maintaining all water billing information needed to produce 92,000+ quarterly water bills. The Customer Service Representatives handle all customer billing inquiries and problems, analyze meter billing entries for accuracy, enter new accounts, close accounts, serve walk-in customers paying bills, dispatch field personnel, enter daily shuts and charges, and perform all other office functions related to operating a utility customer service section. The field staff is responsible for obtaining all meter readings and for turning off delinquent bills, turning on water service after payment, inspections of flat rate components, inspections of service line repair jobs, cleaning out stop boxes and meter boxes to effect shuts of service and all other duties necessary to turning on and terminating water service.

Essential Functions and Responsibilities:

Ensures prompt and accurate calculation of both metered and flat rate water bills according to set timetable. Ensures that all necessary meter reads are acquired by electronic or manual means and entered into computer system by established protocols. Analyzes and solves customer service issues that demand a higher level of expertise and responsibility. Establishes and enforces adherence to procedures for delinquent bill write-offs. Reviews and approves, as appropriate, all adjustments to water bills. Establishes efficient areas for meter routes, both for remote read and visual read routes. Composes, reviews and analyzes monthly billing statistics including metered usage, number of accounts, billed amount for Water, and billed amount for Refuse. Completes form for the Missouri Department of Natural Resources by calculating and certifying the Primacy Fee remittance. Develops and completes all necessary forms and information required by the auditors for the annual audit or any special internal audit. CSM is the key contact for auditors of any Customer Service/billing data and procedures. Hires and assists in training staff that is responsible for customer service as well as meter reading. Helps ensure that the upgrade of outdated water meters to Badger water meters are compatible with cellular endpoints. Trains staff how to properly analyze meter reads in the Beacon reading system.

Knowledge, Skills, and Abilities:

Data Utilization:

Requires the ability to perform mid to upper-level data analysis including the ability to coordinate, strategize, systematize and correlate, using discretion in determining time, place and/or sequence of operations within an organizational framework. Requires the ability to implement decisions based on such data, and overseeing the execution of these decisions.

Human Interaction:

Requires the ability to manage and direct a large group of employees, which may include firstline supervisors, such as program specialists, investigative supervisors, and neighborhood planning and enforcement specialists. Oversees and controls employee discipline, selection and allocation, and planning of human resources.

Equipment, Machinery, Tools and Materials Use:

Requires the ability to operate, maneuver and/or provide simple but continuous adjustment on equipment, machinery and tools such as a computer, typewriter, camera, copy and fax machines and a vehicle, and/or materials used in performing essential functions.

Verbal Aptitude:

Requires the ability to utilize a variety of advisory data and information such as city codes and plats, the Good Neighbor Guide, quarterly goals and objectives, budgets, statutes, procedures, guidelines and non-routine correspondence.

Mathematical Aptitude:

Requires the ability to perform addition, subtraction, multiplication, division; ability to calculate decimals and percentages, and to use descriptive statistics.

Functional Reasoning:

Requires the ability to apply principles of influence systems such as supervising, planning, and coordinating. Ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.

Situational Reasoning:

Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving the direction, control and planning of an entire program or multiple programs.

Environmental Factors:

Tasks may risk exposure to adverse environmental conditions, such as heat, cold, or traffic hazards.

Physical Requirements:

Tasks involve the ability to exert light physical effort in sedentary to light work. Tasks may involve extended periods of time at a keyboard or work station.

Sensory Requirements:

Requires the ability to recognize and identify individual characteristics of colors, shapes, and sounds, associated with job-related objects, materials and tasks. Qualifications A Bachelor's degree in Business or Public Administration, or a related field; plus three years performing public contact work in an office environment where customer service is the primary responsibility, which includes responding to complaints, concerns, requests for service, and handling difficult or complex customer service issues. At least one year of this experience must include supervising staff involved in customer service functions. OR an equivalent combination of education, training and experience.

Scoring Components and Their Weights Experience and Training:

100% May be Subject to:

Background Investigation:

Pass/Fail Medical Examination:

Pass/Fail Documentation of Academic Credentials must be Submitted Upon Request When completing the Employment History and the Educational/Training History sections of the Employment Application, please be as thorough as possible when describing your education, training and experience relating to this position. Applicants will only receive credit for their experience, training and education as shown on the application. Resumes will not be accepted as a substitute to a fully completed application. Incomplete applications will not be considered. Veterans Preference Points To be eligible for veteran's preference points, the applicant must submit a copy of their DD 214 Certificate of Release or Discharge from Active Duty with the Employment Application or upon request. The Director of Personnel may, in their discretion, accept alternate documentation. City Residence Preference Points City residents who pass an examination for a position in the classified service and do not receive any other preference will receive a five (5) point preference on a scale of 100 points on the exam. An additional one (1) point shall be added to the passing score of City residents who receive any other preference on a scale of 100 points. City residents must have resided in the City for at least one (1) year at the time of filing their application to be eligible for the preference points. Accommodations If assistance with the job application is necessary based on a physical impairment, mental impairment, or otherwise, they should reach out to the Office on the Disabled with contact information. This office will not disclose any information that an applicant or employee has a disability or has discussed possible accommodations without the applicant's or employee's prior consent.

Job Posting :

Apr 9, 2026, 10:58:20 AM