What are the responsibilities and job description for the Water Customer Service Manager position at Cobb County Government?
Position Information
The purpose of this classification is to manage the activities and staff providing customer service duties and to handle escalated and most complex customer issues.
Essential Functions
Manages, directs, and evaluates assigned staff: develops and oversees employee work schedules to ensure adequate coverage and control; complies and reviews timesheets; processes employee concerns and problems and counsels or disciplines as appropriate; assists with and/or completes employee performance appraisals; directs work; acts as liaison between employees and management; trains staff in operations, policies, and procedures.
Coordinates work activities for customer service, including support, field operations, and the customer service call center: prioritizes work activities in order to meet objectives; ensures subordinates have the proper resources needed to complete the assigned work; monitors status of work in progress and inspects completed work; consults with assigned staff to assist with complex and problem situations and provide technical expertise; and provides progress and activity reports to supervisor as requested.
Assists in the development and implementation of long- and short-term plans, goals, and objectives for assigned areas: researches, assesses and develops strategies to meet current and future customer service needs.
Assists in the development, implementation and updating of policies and procedures for assigned areas: formulates and develops work methods and practices, policies, standard operating procedures, and training programs; monitors implementation of rules and regulations; and updates policies and procedures as required.
Evaluates the efficiency and effectiveness of assigned areas: runs and/or analyzes reports and statistical information; identifies trends; and makes recommendations for improvements and changes as needed.
Develops and implements budget for assigned areas: allocates department resources; monitors expenditures to ensure compliance with approved budget; and maintains related documentation.
Consults and communicates with Water System or Department of Transportation administrators, County employees, outside agencies, customers, and other individuals to review operations and activities, review and resolve problems, receive and give advice and direction, and provide recommendations: attends and facilitates meetings; and provides information, reports, documentation, etc. as requested.
Performs other related duties as assigned.
Minimum Qualifications
Bachelor's Degree in Business or Public Administration, or related field required; supplemented by seven years of progressively responsible experience in water utility customer service and field operations, to include lead or supervisory experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Physical Abilities
Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.
Sensory Requirements
Some tasks require the ability to communicate orally.
Environmental Factors
Essential functions are regularly performed without exposure to adverse environmental conditions.
EEO Statement
Cobb County Government is proud to be an equal opportunity employer. We encourage applications from all qualified individuals, regardless of race, color, national origin, sex, religion, age, disability, or any other legally protected status.
Visit Cobb County's Employee Benefits page to learn more.
01
I understand that all answers to these supplemental questions must be verifiable in the 'Educational History' and 'Work History' sections of the application. Failure to provide sufficient information in these sections may result in my disqualification from the hiring process.
I have read the Minimum Qualifications required for this position and understand I must demonstrate those qualifications on the application in order to be considered for this position. Furthermore, a failure to adequately demonstrate all qualifications may result in my removal from consideration. Lastly, I understand indicating "see resume" on the application, may not be accepted in lieu of a completed application.
Are you legally eligible to work in the United States on an unlimited and unrestricted basis?
Educational Background: Mark the highest level of education you have completed.
If you have a college degree, what was your major area of study? Enter N/A if this does not apply.
06
How many years of customer service experience do you have?
Please choose the option that best represents your customer service experience.
Describe your experience providing customer service, including handling customer concerns and complaints. Enter n/a if not applicable.
09
Do you have experience working with utility billing system?
What experience do you have with utility billing systems? Please describe the systems you have used and your specific role in working with them. Enter n/a if not applicable.
11
How many years of management and supervisory experience do you have?
How many people have you supervised? Please describe your experience with hiring, disciplining, conducting performance appraisals and terminating employees. Enter n/a if not applicable.
13
If you receive a conditional offer of employment, you will be required to satisfactorily complete the following elements: a criminal background check and a credit check. Please note that a criminal conviction may not disqualify you from consideration. Are you willing to accept these terms?
The purpose of this classification is to manage the activities and staff providing customer service duties and to handle escalated and most complex customer issues.
Essential Functions
Manages, directs, and evaluates assigned staff: develops and oversees employee work schedules to ensure adequate coverage and control; complies and reviews timesheets; processes employee concerns and problems and counsels or disciplines as appropriate; assists with and/or completes employee performance appraisals; directs work; acts as liaison between employees and management; trains staff in operations, policies, and procedures.
Coordinates work activities for customer service, including support, field operations, and the customer service call center: prioritizes work activities in order to meet objectives; ensures subordinates have the proper resources needed to complete the assigned work; monitors status of work in progress and inspects completed work; consults with assigned staff to assist with complex and problem situations and provide technical expertise; and provides progress and activity reports to supervisor as requested.
Assists in the development and implementation of long- and short-term plans, goals, and objectives for assigned areas: researches, assesses and develops strategies to meet current and future customer service needs.
Assists in the development, implementation and updating of policies and procedures for assigned areas: formulates and develops work methods and practices, policies, standard operating procedures, and training programs; monitors implementation of rules and regulations; and updates policies and procedures as required.
Evaluates the efficiency and effectiveness of assigned areas: runs and/or analyzes reports and statistical information; identifies trends; and makes recommendations for improvements and changes as needed.
Develops and implements budget for assigned areas: allocates department resources; monitors expenditures to ensure compliance with approved budget; and maintains related documentation.
Consults and communicates with Water System or Department of Transportation administrators, County employees, outside agencies, customers, and other individuals to review operations and activities, review and resolve problems, receive and give advice and direction, and provide recommendations: attends and facilitates meetings; and provides information, reports, documentation, etc. as requested.
Performs other related duties as assigned.
Minimum Qualifications
Bachelor's Degree in Business or Public Administration, or related field required; supplemented by seven years of progressively responsible experience in water utility customer service and field operations, to include lead or supervisory experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Physical Abilities
Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.
Sensory Requirements
Some tasks require the ability to communicate orally.
Environmental Factors
Essential functions are regularly performed without exposure to adverse environmental conditions.
EEO Statement
Cobb County Government is proud to be an equal opportunity employer. We encourage applications from all qualified individuals, regardless of race, color, national origin, sex, religion, age, disability, or any other legally protected status.
Visit Cobb County's Employee Benefits page to learn more.
01
I understand that all answers to these supplemental questions must be verifiable in the 'Educational History' and 'Work History' sections of the application. Failure to provide sufficient information in these sections may result in my disqualification from the hiring process.
- Yes
- No
I have read the Minimum Qualifications required for this position and understand I must demonstrate those qualifications on the application in order to be considered for this position. Furthermore, a failure to adequately demonstrate all qualifications may result in my removal from consideration. Lastly, I understand indicating "see resume" on the application, may not be accepted in lieu of a completed application.
- Yes
- No
Are you legally eligible to work in the United States on an unlimited and unrestricted basis?
- Yes
- No
Educational Background: Mark the highest level of education you have completed.
- High School Diploma or GED
- Some College
- Associate Degree
- Bachelor's Degree
- Advanced Degree
- None of the above
If you have a college degree, what was your major area of study? Enter N/A if this does not apply.
06
How many years of customer service experience do you have?
- No experience
- Less than seven years of experience
- Seven to ten years of experience
- More than ten years of experience
Please choose the option that best represents your customer service experience.
- Public utility systems such as water, electrical, gas, or power
- Retail system
- School system
- Administrative setting
- Other
- None of the above
Describe your experience providing customer service, including handling customer concerns and complaints. Enter n/a if not applicable.
09
Do you have experience working with utility billing system?
- No experience
- Less than one year
- One to five years of experience
- Five to ten years of experience
- More than ten years of experience
What experience do you have with utility billing systems? Please describe the systems you have used and your specific role in working with them. Enter n/a if not applicable.
11
How many years of management and supervisory experience do you have?
- No experience
- Less than seven years of experience
- Seven to ten years of experience
- More than ten years of experience
How many people have you supervised? Please describe your experience with hiring, disciplining, conducting performance appraisals and terminating employees. Enter n/a if not applicable.
13
If you receive a conditional offer of employment, you will be required to satisfactorily complete the following elements: a criminal background check and a credit check. Please note that a criminal conviction may not disqualify you from consideration. Are you willing to accept these terms?
- Yes
- No
- Required Question
