CITY OF CLEARWATER IS AN EQUAL OPPORUNITY EMPLOYER.

ENTRY SALARY: $90,855.96 - $99,941.56 DOQ

The Customer Service Administrator provides extensive vision, leadership, and direction for the Utility Customer Service division and staff. Oversees meter reading, customer care, payment processing, billing, collections, and business system analysis.

Essential Functions : -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Essential duties and responsibilities may include, but are not limited to, the following:

• Directs, leads, and oversees the daily operations of the Utility Customer Service Division; ensures the operational success of all customer care, meter reading, billing, payment processing, collections, and system analysis.
• Performs all hiring, terminations, and complex disciplining procedures and situations; develops, counsels, advises, and mentors department employees to increase value, enhance career development of subordinates, provide retention of key management talent, and develop succession planning.
• Negotiates, reviews, and evaluates contracts for employees; promotes and rewards staff; ensures all employees uphold City and department standards.
• Directs, oversees, and evaluates all processes dealing with customer requests for connection and disconnection of utilities services; identifies areas of concern or problematic protocols and procedures; addresses areas of issues and develops, implements, and administers policies, procedures, and standards for exceptional quality work.
• Coordinates, supervises and provides administrative direction for clerical and professional employees engaged in processing payments, liens, service requests and citizen complaints with respect to City Utilities activities.
• Monitors, mentors, and directs work with systems analysts and Information Technology personnel regarding billing, collections, customer history, and statistical reports; directs efforts of users and information system analyst to identify process improvements and new systems.
• Develops, directs, reviews, monitors, and recommends the preparation, administration, and management of the division budget; maintains records, prepares reports, and is responsible for administrative details and division success.
• Participate in RFP process and negotiate vendor contracts.
• Supervises, directs, monitors, and quality checks work performed by collections, credit, billing, meter reading and customer service personnel to ensure all designated schedules and workloads are met.
• Participates and engages with various departmental and citywide meetings, and events; provides feedback on division administration and success.
• Provides direct assistance with customers needing mediation; handles customers and accounts that are problematic or needing administrative assistance.
• Performs other duties as assigned.

Licenses, Certifications, and Equipment:

A valid State driver’s license is required.

Education and Experience:

Bachelor's Degree in Business Administration, Accounting, or liberal arts and sciences and eight (8) years of progressively responsible experience, to include four (4) years of supervisory/management experience in customer service operations related to customer billing/accounting, collections and call center/customer contact; OR an equivalent combination of education, training, and experience may be considered.

Knowledge of –

• Modern office procedures, practices, and equipment
• Utility accounts management and collection practices
• Current business and administrative practices
• Managing a division and directing personnel
• Policy and procedure development and implementation
• Customer service standards and techniques
• Office practices, procedures, and equipment
• Record keeping, report preparation, filing methods, and records
• General office policies and procedures; computers and general office equipment

Skill in –

• Managing time and prioritizing tasks
• Applying administrative and management practices and techniques
• Directing and leading a division
• Negotiating contracts and reviewing personnel files
• Composing detailed correspondence and documentation
• Interpreting City policies and procedures
• Evaluating and recommending personnel changes and protocols
• Handling escalated customer issues in a professional manner
• Establishing and maintaining strong office relationships
• Operating a computer and related software
• Maintaining effective working relationships with employees, subordinates and the general public