Customer Relations Manager

The incumbent in this position will manage and participate in the development and implementation of goals, objectives, policies, and priorities for assigned programs within Customer Services, recommend and administer policies and procedures.

The position will also oversee and participate in the development and administration of the division’s annual budget; participate in the forecast of funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; implement adjustments.

A Master’s degree in any Social Science or Administration, plus 3 years of relevant experience

OR

A Bachelor’s Degree in Management or Economics, plus 5 years’ experience in a similar capacity

Main Duties and Responsibilities:

·       Manage the Call Centre and  all inbound customer interactions over the phone and other web based tools such as Facebook, and  text messaging

·       In collaboration with the Public Relation Unit manage the outbound notifications regarding outages, bill delinquencies  to customers

·       Plan, direct, coordinate, and review the work plan for customer service staff; assign work activities, projects, and programs; review and evaluate work products, methods, and procedures; meet with staff to identify and resolve problems.

·       Manage the queries by customers of daily operations of the utility billing system; ensure the accuracy of water billing and meter reading services.

·       Oversee purchase of all necessary equipment and supplies necessary for the operation of the Customer Services division.

·       Select, train, motivate, and evaluate customer service personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.

·       Oversee and participate in the development and administration of the division’s annual budget; participate in the forecast of funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; implement adjustments.

·       Serve as the liaison for the Customer Services Division with other divisions, departments, and outside agencies; negotiate and resolve sensitive and controversial issues.

·       Serve as staff on a variety of boards, commissions, and committees; prepare and present staff reports and other necessary correspondence for GWI Management consideration.

·       Conduct a variety of organizational studies, investigations and operational studies; recommend modifications to customer services programs, policies and procedures as appropriate.

·       Attend and participate in professional group meetings; stay abreast of new trends and innovations related to the fields of customer services, utility billing, parking citations, and business tax.

·       Respond to and resolve difficult and sensitive citizen inquiries and complaints

·       Collaborate with all Regional Managers and act as the second level supervisor for all customer staff in the regions

·       In collaboration with the Director of Operations monitor the Level and quality of Service of all regions and ensure that Call Centre staff are informed at all times

·       Perform related duties as required.