What are the responsibilities and job description for the Customer Relations Manager position at Town of Flower Mound?
Manages the Customer Relations Division that resolves citizen inquiries and complaints. Provides training to Town employees and promotes exceptional customer service across the organization. Works extensively with all departments and divisions at various levels. Manages the Town’s solid waste and recycling franchise and works closely with the utility service providers in town to ensure quality customer service and resolve issues.Responsibilities:
Directs and manages the Customer Relations Division. Supervises and directs work of divisional employees.
• Establishes division goals and policies.
• Achieves resolution to citizen inquiries and complaints. Works with various departments and divisions to resolve citizen complaints or answer questions.
• Oversees the solid waste and recycling franchise, ensuring agreement is being followed. Takes citizen questions and complaints regarding solid waste and recycling services. Works directly with solid waste provider to resolve issues.
• Works closely with the utility service providers in town to ensure quality customer service and may act as a liaison between the utility service provider and the public.
• Initiates and promotes quality customer service skills of all employees through various programs.
• Partners with Environmental Health Services to promote Recycling, Composting, and Hazardous Waste programs.
• Represents the Town and Customer Relations Division at various events. Attends Town Council meetings and other community functions as necessary.
• Meets with Director of Communications and Administrative Assistant to give input on departmental budget needs.
• Accepts and reviews Hometown Hero applications and communicates with applicants about required documentation and coordinates banner printing and presentations at Council meetings. Works with Communications regarding website information postings.
• Performs all personnel-related duties, such as selection, discipline, and evaluation of employees.
• Updates website pages as needed, including Holiday Closures page and Trash and Recycling Services page.
• Works with the Communications Department to disseminate information on the website or social media channels, as needed, in response to frequently asked citizen inquiries or issues.
• Adheres to personnel, safety, and departmental policies and procedures.
• Informs supervisor of all work-related activities.
• Performs other duties as assigned.BASIC QUALIFICATIONS:
• A High School Diploma or General Equivalency Diploma (GED) is required.
WORK EXPERIENCE:
• Three (3) years customer relations experience is required.
• One (1) year of supervisory experience is required.
• Municipal experience is preferred.Desired Qualifications:
• A Bachelor’s Degree in Public Administration, Business Administration, or a related field is preferred.
KNOWLEDGE / SKILLS / ABILITIES:
• Must have an extensive working knowledge of the principles, concepts and theories of municipal administration and customer relations.
• Must have a working knowledge of computers and Microsoft Office.
• Must have excellent communicative skills, both oral and written, and analytical, leadership skills.
• Must make mathematical calculations; plan, organize and prioritize assignments and pay attention to details; must maintain an effective and efficient working relationship with citizens, business community, public officials, and the general public; must be able to follow verbal and written directives; exercise good judgment and make competent decisions in all work activities; and work extensive hours as required.
PHYSICAL ABILITIES:
• To perform essential functions of the job must be able to see, hear, read, talk, and write.
HIPAA COMPLIANCE STATEMENT:
All employees who have access to health information whose confidentiality is protected by the HIPAA Privacy Rule must have an understanding and knowledge of the Privacy Rule that corresponds to their job responsibilities. Employees who violate the requirements of the HIPAA Privacy Rule will be subject to discipline, up to and including termination.
Directs and manages the Customer Relations Division. Supervises and directs work of divisional employees.
• Establishes division goals and policies.
• Achieves resolution to citizen inquiries and complaints. Works with various departments and divisions to resolve citizen complaints or answer questions.
• Oversees the solid waste and recycling franchise, ensuring agreement is being followed. Takes citizen questions and complaints regarding solid waste and recycling services. Works directly with solid waste provider to resolve issues.
• Works closely with the utility service providers in town to ensure quality customer service and may act as a liaison between the utility service provider and the public.
• Initiates and promotes quality customer service skills of all employees through various programs.
• Partners with Environmental Health Services to promote Recycling, Composting, and Hazardous Waste programs.
• Represents the Town and Customer Relations Division at various events. Attends Town Council meetings and other community functions as necessary.
• Meets with Director of Communications and Administrative Assistant to give input on departmental budget needs.
• Accepts and reviews Hometown Hero applications and communicates with applicants about required documentation and coordinates banner printing and presentations at Council meetings. Works with Communications regarding website information postings.
• Performs all personnel-related duties, such as selection, discipline, and evaluation of employees.
• Updates website pages as needed, including Holiday Closures page and Trash and Recycling Services page.
• Works with the Communications Department to disseminate information on the website or social media channels, as needed, in response to frequently asked citizen inquiries or issues.
• Adheres to personnel, safety, and departmental policies and procedures.
• Informs supervisor of all work-related activities.
• Performs other duties as assigned.BASIC QUALIFICATIONS:
• A High School Diploma or General Equivalency Diploma (GED) is required.
WORK EXPERIENCE:
• Three (3) years customer relations experience is required.
• One (1) year of supervisory experience is required.
• Municipal experience is preferred.Desired Qualifications:
• A Bachelor’s Degree in Public Administration, Business Administration, or a related field is preferred.
KNOWLEDGE / SKILLS / ABILITIES:
• Must have an extensive working knowledge of the principles, concepts and theories of municipal administration and customer relations.
• Must have a working knowledge of computers and Microsoft Office.
• Must have excellent communicative skills, both oral and written, and analytical, leadership skills.
• Must make mathematical calculations; plan, organize and prioritize assignments and pay attention to details; must maintain an effective and efficient working relationship with citizens, business community, public officials, and the general public; must be able to follow verbal and written directives; exercise good judgment and make competent decisions in all work activities; and work extensive hours as required.
PHYSICAL ABILITIES:
• To perform essential functions of the job must be able to see, hear, read, talk, and write.
HIPAA COMPLIANCE STATEMENT:
All employees who have access to health information whose confidentiality is protected by the HIPAA Privacy Rule must have an understanding and knowledge of the Privacy Rule that corresponds to their job responsibilities. Employees who violate the requirements of the HIPAA Privacy Rule will be subject to discipline, up to and including termination.
Salary : $55,973
