MANAGER CUSTOMER SERVICE

Do you thrive in an environment that is geared towards outstanding hospitality? Do you have a passion for being innovative and creative? Is hard work on your top list of ideals? Are you a steward of your working environment? Then read on…

The Villages Community Development Districts (The District) tops the list of community development districts that continue to grow in one of the most scenic locations in Florida, The Villages. Our collective commitment to hospitality, innovation & creativity, hard work, and stewardship helps employees thrive and excel in many fields within The District. An immediate full-time opportunity exists for an individual with commitment, a “passion” for excellence, and a “drive” for accuracy to join our Customer Service team. This position requires a solid background of advanced customer service skills used daily. The incumbent will enjoy a challenging atmosphere and be part of a productive team that supports all departments within The District and our surrounding community. The District is looking for an individual with a desire to utilize their cutting-edge customer service skills. The District provides a supportive and engaging workplace that is committed to developing great talent, coupled with competitive compensation and benefits. Do not pass up this opportunity to be a part of a positive, expanding organization.

Competitive Benefits as a full-time employee of the District include:

• Medical Insurance (fully paid for employee single coverage)
• Voluntary health benefits, including Dental and Vision Insurance
• 401(a) Retirement Plan, with contributions funded by the District
• 457(b) Retirement Plan, permitting employee pre-tax deferrals
• Flexible Spending programs for both Medical and Dependent Care
• Employee Assistance Program
• Paid Time Off
• Tuition Reimbursement
• Public Service Loan Forgiveness Eligible
• Tier 2 qualifying organization for The Villages Charter School

JOB SUMMARY

This position is responsible for administrative and supervisory work coordinating activities of the Customer Service Center, Satellite Customer Service office and Courier operations. Provides administrative support to the Director of Resident Services. This administrative function serves as the first point of contact with the public responding to customer-related questions, issues or concerns. Oversees and guides other staff members. Work is usually independent within a team environment and requires critical thinking and problem-solving skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Includes, but not limited to)

Supervisory

• Assists Director of Resident Services with supervision of Full Time and Part Time Customer Service staff.
• Train new staff in all phases of their job descriptions.
• Perform yearly job performance evaluations of Customer Service staff.
• Review to verify accurate hours worked by staff and approve payroll in payroll software.

Customer Service & Administrative

• Position directly supervises Customer Service staff and Couriers.
• Oversees performance of Customer Service Center and Satellite Customer Service office staff for conformance to policies and procedures.
• Directs the selection, training and performance evaluation of customer service staff.
• Handles difficult and significant customer complaints.
• Establishes procedures and updates work process to promote a high level of performance and customer satisfaction.
• Assists Director of Resident Services in establishing quality customer service policies to promote a positive public relationship with customers.
• Prioritizes workflow to efficiently meet the demands of the customer service function to include administrative support to the Director of Resident Services.
• Responsible for developing and working within budget constraints.
• Assess, process and adequately respond to incoming inquiries (phone, email, in person) regarding information about The District rules, policies, procedures and/or the community.
• Uses all available resources (Internet, phone listings, etc.) to respond to calls as appropriate. This includes, but is not limited to, giving general directions, providing information on community events, and giving information on various District programs such as Resident Academy and CDD Orientation. This also includes determining the proper entity to respond to the call and transferring the call accordingly.
• Provides written and verbal answers to all Customer Service inquiries through the Incident Reporting system and Customer Service mailbox.
• Accurately directs customers (in person, phone) to the appropriate department or organization.
• Assists, oversees and trains new Customer Service employees on a wide range of customer service tasks and duties to include:
  • Gate & ID cards
    • Issues replacement Resident ID cards to homeowners and Resident ID cards to non-owners, following the guidelines as set forth in Permanent Residency Requirements for Non-Owners.
    • Educates and informs residents on non-owner policies.
    • Issues replacement gate cards to residents, staff, and vendors.
    • Creates Invoices for Vendor Gate Cards and Employee Gate Cards.
  • Memorial Programs
    • Administers Adopt-A-Bench program, which includes meeting with residents, determining bench locations based on established guidelines, working with District departments on placement and maintenance of benches, and ordering benches within established time frames.
    • Acts as liaison for Veterans Memorial Park, processing requests for bricks to be placed at the Veterans Memorial Park.
  • Recreational Vehicle Storage Facilities
    • Processes space rentals for the two District owned Recreational Vehicle Storage facilities: Industrial and Alhambra.
    • Maintains waiting list for 20’, 30’, 40’, and 50’ foot spaces, notifying wait-listed residents within established time frames.
    • Processes new space rentals and cancellations, notifying all appropriate District departments of changes.
  • Postal Facility Bulletin Boards
    • Processes all incoming bulletin board postings.
    • Answers questions on the established policies and procedures related to bulletin board postings.
  • Trail Fees and Guest Passes
    • Processes Trail Fees.
    • Provides Finance with daily trail fee report.
    • Issues Guest Passes subsequent verifying guest and resident information, and per guest ID guidelines as set forth in the Guest ID Policy.
    • Reviews applications and authorization forms for accuracy.
  • Utility Billing
    • Processes Utility Bill Payments and provides receipts.
    • Prints current or past bills for residents.
    • Reviews ACH forms for sign ups, cancellations or changes with residents prior to submittal for processing.
    • Reviews Late Payment Information with residents.
  • Community Watch Programs (House Check, Resident Out of Area, Adult Watch)
    • Registers residents for the Community Watch Programs.
    • Verifies information with residents.
    • Communicates information to Community Watch within the required timeframe.
  • Financial
    • Opens and closes registers each day.
    • Follows required cash handling procedures for collecting monies, ensuring accuracy.
    • Processes daily closeout information ensuring data balances, prior to producing reports for accounting department.
    • Processes The District’s AP software transaction report and provides to Finance Department daily.
    • Sign off on The District’s AP software’s Purchase Orders.
    • Purchase Card holder for Customer Service Department.
  • Architectural Review Committee
    • Assists the Community Standards Department by accepting ARC Applications.
  • District Website
    • Reviews DistrictGov.org website weekly for accurate updating of posted information.

Courier Functions

• Oversees and coordinates the activities of the District couriers.
  • Oversees daily routes and scheduling.
  • Oversees maintenance of courier vehicles.
  • Coordinates with all District and non-District departments for deliveries and pick-ups as requested.
• Oversees the daily postings and removals of information at each postal station.
• Oversees performance of couriers for conformance to policies and procedures.
• Reviews, evaluates and updates courier procedures and routes to promote a high level of performance and resident satisfaction with relation to the courier’s driving and duties.
• Directs the selection, training and performance evaluation of courier staff.
• Verifies monthly WEX Reports for Courier Fleet.

Community Relations & Communication

• Responsible for attending and supporting various educational programs and events including, but not limited to, monthly Lifestyle Expo, grand opening events, and After Hour events.
• Maintains and orders brochures, calendars, newsletters and other marketing materials and strategies involving informational and public awareness programs.
• Responds to resident emails through the Customer Service inbox or delegates to the appropriate District department to respond.
• Represents the District publicly at meetings and other activities.
• Responsible for assisting Director of Resident Services & Communication in successfully managing the annual Government Day event.
  • Schedules attendance of all governmental agencies.
  • Ensures approved information is disseminated to approved agencies and departments.
  • Purchases approved promotional products and handouts.
  • Ensures all materials are delivered in a timely manner and provided to appropriate departments.
• Resident Academy
  • Coordinates with all departments for scheduling and materials.
  • Creates and prepares documents.
  • Coordinates and updates information on events, cancellations and wait lists.
  • Reviews Active.net regularly.

General

• Supervises employees, in accordance with the organization’s policies and applicable laws.
• Communicates effectively and makes formal presentations in public.
• Coordinates with all District departments for an up-to-date and accurate account of staff names, titles and extensions for District Staff Directory.
• Plans, develops, coordinates &/or implements “special” projects as designated by Director of Resident Services.
• Responsible for coordinating Customer Service information technology future needs and current challenges with District IT Coordinator and Technology Solutions Group (TSG).

Additional

• Performs other duties as assigned.
• May be expected to perform additional duties in an emergency.

ESSENTIAL EXPECTATIONS OF PERFORMANCE AND BEHAVIOR (Includes, but not limited to)

• Provides excellent customer service to members of the public and other District employees.
• Actively support and exemplify the Core Values, Mission and Vision of the District.

MINIMUM EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Business Management or related field; six months to one-year related experience and/or training, preferably in the public sector; or equivalent combination of education and experience. Experience may substitute on a year for year basis for the required education.

MINIMUM CERTIFICATES, LICENSES, REGISTRATIONS

• Valid Florida Driver’s License required as position requires use of driving either personal vehicle or District owned vehicles.
• All candidates and employees must successfully pass background screening.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES

Knowledge

• Proficiency in use of office equipment, including but not limited to telephones, personal computers and productivity software, copier, printers, scanners, and fax machine.
• Proven intermediate better proficiency in personal computer skills and knowledge of Microsoft package involving Word, Excel, Access, Outlook and Power Point.
• Is knowledgeable of all District Departments and The Villages Community to provide general information to both customers and fellow co-workers.

Skills

• Multi-task in a fast-paced environment to effectively meet multiple demanding deadlines, and productively handle diverse population and requests.
• Collect, evaluate and analyze data information as needed to conduct research.
• Extract and summarize information from rules, ordinances, statutes, correspondence, etc. as needed to understand assignments and changes in policy to perform new procedures.
• Interact with others to include courtesy, tact and diplomacy as needed to provide/gather information, assign and follow up on work duties, and establish effective relationships.

Abilities

• Possesses a strong work ethic and commitment to providing optimal Customer Service.
• Proven ability to provide excellent customer service to residents and guests.
• Excellent verbal and written communication skills and professional appearance and demeanor.
• Communicate thoughts and ideas in a logical, cohesive and comprehensible manner.
• Read and comprehend materials such as memos, correspondence and written orders as needed to ensure work activities are accomplished according to policy and procedure and exchange or acquire information.

EQUIPMENT

Position regularly requires the use of office equipment, including but not limited to telephones, personal computers and productivity software copier, printers, scanners, and fax machine. May be required to operate District vehicle to attend various events.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee will be exposed to the following:

• The employee is exposed to an interior office environment, with moderate change in temperature. The work environment is inside an air-conditioned building.
• Employee is exposed to outdoor weather environments with changes in temperature as needed.
• The noise level in the work environment is usually moderate.
• There are frequent interruptions from the staff and the public for information or assistance.

Physical Requirements

The physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the following applies:

• Regularly required to sit; use hands to finger, handle, or feel; and talk or hear.
• Occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.