What are the responsibilities and job description for the Water Customer Service Manager position at Cobb County Government?
JOB
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.
EXAMPLE OF DUTIES
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 QualificationsBachelor'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.
SUPPLEMENTAL INFORMATION
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 RequirementsSome tasks require the ability to communicate orally.Environmental FactorsEssential functions are regularly performed without exposure to adverse environmental conditions.EEO StatementCobb 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.
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.
EXAMPLE OF DUTIES
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 QualificationsBachelor'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.
SUPPLEMENTAL INFORMATION
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 RequirementsSome tasks require the ability to communicate orally.Environmental FactorsEssential functions are regularly performed without exposure to adverse environmental conditions.EEO StatementCobb 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.
