Customer Service Manager

Position Summary

Newnan Utilities is currently seeking an innovative & customer-focused Customer Service Manager to manage and oversee the daily operations of the Customer Service Department. This position will supervise and lead the customer service team by ensuring high quality customer service, share innovative ideas & is responsible for the efficient operation of the department.

Newnan Utilities

Newnan Utilities offers a competitive benefits package including medical, dental, vision, 401(k), pension, sick & vacation time, robust wellness program, on-site fitness centers, short-term/long-term disability plans and more!

Newnan Utilities is a Drug Free Workplace and is an Equal Opportunity Employer.

Responsibilities

• Responsible for the day-to-day operations of the Customer Service Department
• Manage and evaluate a team of Customer Service Representatives and Customer Service Supervisor and ensure they comply with company guidelines particularly related to quality of service
• Support employees on effectively addressing customer issues and resolve complaints, service order issues, billing disputes and collection inquiries that cannot be resolved by a representative or supervisor
• Collect data and prepare reports on customer complaints and inquiries
• Assist with the recruiting process as needed
• Oversee and monitor the collection process to include delinquent accounts, special payment arrangements, aging apartment complex and commercial accounts
• Prepare and manage the representative’s and supervisor’s work schedule ensuring adequate coverage and obtain additional coverage for call outs or cover shifts as needed
• Provide leadership, coaching and development to assigned staff
• Review and approve employee time cards for payroll
• Support and communicate company policies, procedures and initiatives
• Audit department processes to identify opportunities to update or make improvements and submit recommendations to the Director of Administrative Services
• Collaborate with the Director of Administrative Services on managing the annual budget for the Customer Service department
• Provide constructive feedback on the performance and efficiency of utilized software, billing processes, IVR and other systems used in Customer Service and offer potential solutions to issues that may occur in these systems
• Prepare various reports related to the Customer Service Department
• Monitor voids, credits, refunds and discounts that are processed 
• Responsible for the petty cash and ensuring the accounting balances at the end of each business day
• Monitor the daily imports and reports for the online payments, lockbox import payments and MasterCard payments to ensure accurate processing
• Responsible for ensuring that the End-of-Year tasks are completed timely and accurately and that the accounting balances
• Act as a backup for all job functions within the Customer Service Department
• Collaborate with other departments
• Travel between 2 customer service centers (approx. 4 miles apart)
• Perform other related duties as assigned

Skills and Competencies

• Sets a positive example to include professional appearance, attitude, and day to day interactions with internal and external customers
• Communicates clearly and effectively to others to be understood by all, while utilizing strong listening skills to remain open to others’ ideas
• Ability to effectively build relationships with customers, co-workers and staff
• Exhibits teamwork and puts team success above personal interests
• Treats others with respect, regardless of their status or position
• Ability to solve practical problems and deal with a variety of situations
• Has the ability to project and maintain proper staffing levels
• Has the ability to train employees and plan, assign and direct their work
• Has the ability to appraise performance, reward and discipline employees
• Demonstrates initiative and ability to follow instructions and complete assignments in a timely manner
• Analytical ability to understand complex or diverse information and design workflow and procedures
• Displays original thinking and creativity 
• Superior customer service and phone skills with the ability to diffuse stressful situations and resolve customer complaints and issues
• Proficient computer skills