Customer Care Manager
Suburban Water Systems

POSITION SUMMARY

The Customer Care Manager will be responsible for leading and managing the Customer Care Department. This position is responsible for the administrative and supervisory functions for the department. This position will independently develop and decide on methodologies and strategies for performing Customer Care Functions. This position requires coaching and mentoring for leadership and administrative functions from Vice President, Service Operations. This position will develop and implement methodologies and strategies for executing the department's functions. This position will delegate tasks and projects to subordinate employees. This position is designated as employee responsible to lead and train other Customer Care Representatives. This position will be required to provide progress updates to the Vice President, Service Operations. This position is responsible for the execution of the administration functions of the department.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

This position will be willing and able to perform the following duties and others as assigned:

Customer Service: Communicates with internal and external customers professionally and courteously, providing explanations and solutions to the customer in a timely manner. Completes customer and office requests, coordinating with the Field Services and Construction departments to ensure accurate and continuous water service to our customers including, but not limited to: Move in, move out, bill inquiries, payment research, account status, correspondence, and complaints such as high/low pressure, no water, noise, leaks, facility checks, stopped meters, damaged meters, re-reads, reconnect orders, disconnect orders, re-seals, illegal hookups, construction meters, data logs, and similar requests.

Applies requirements in California Public Utility Commission (CPUC) tariffs and General Order 103A, troubleshoots and investigates payment anomalies, approves customer requests for payment arrangements, investigates and resolves meter reads, conducts meter tests. Responds to informal and formal CPUC complaints.

Manages the Customer Care process workflows, ensuring that the process and any changes are communicated to the appropriate stakeholders and identifying areas for improvement. Is accountable for Customer Care metrics, providing supporting documentation and reports.

Call Center: Call quality monitoring and feedback, customer service representative performance monitoring and development,

Cash Handling: Responsible for own cash drawer, including the daily balancing, bank deposit, cash sheet preparation, after-hours safekeeping of funds, and ensuring adequate change is on hand. Interacts with accounting and other district when necessary.

Accepts payments from customers from front desk. Posts payments and processes receipts for customer. Encodes and posts all payments coming into the district. Balances daily posting sheets. Interacts with main office payment processing department for reports and daily receipts.

Payments: Verifies all payments, including night drop and lobby drop box before dunning requests (48 hour notices, seals, and re-seals) are sent into the field.

Monitors payment arrangements. Checks all payment arrangement reports on a daily basis.

Responsible for all processes and procedures necessary to ensure all customer accounts deemed un-collectible are written off according to set procedures. Performs liaison duties between Company and collection agency. Provides all needed information to collection agency. Works with accounting for all un-collectible issues.

Responsible for all processes and procedures necessary to remove credit balances from closed customer accounts on a timely basis. Issues check requests for approved balances.

Data Response: Prepares data responses for internal and external stakeholders including but not limited to Accounting, Regulatory, External Auditors, etc.

Continuous Process Improvement: Captures and develops process flows using flow charts and written procedures after observing processes, consulting with employees and managers from various departments, and outside vendors; identifying opportunities for improvement; developing process improvements, objectives, and success metrics; enrolling and supporting stakeholders to implement improvements; monitoring process execution and comparing with success metrics; and repeating cycle until objectives have been achieved.

Information Systems: Ensures accurate data going into and coming from the ERP system. With the Technical Services Manager, troubleshoots systems to ensure that the data in the billing system is correct. Participates in software improvement projects, including providing specifications, and performing user acceptance testing.

Leadership, Administrative, Management and Supervision:

Responsible for department functions including but not limited to staffing, equipment operation, reporting, capital improvement projects, continuous process improvement, and safety compliance.

Responsible to direct and supervise employees performing department functions.

Prepare department expense budget; and monitor and control spending to meet budget objectives.

Human resource management including, recruiting, interviewing and hiring, evaluation, training and development, performance evaluation, employee leave, making recommendations for promotion, discipline and recommendations for termination. Responsible for the coordination, supervision and training of department personnel to perform duties described in the respective job descriptions, and to accommodate temporary or permanent role succession or redundancy for absent staff or vacant positions, including that of the manager.

Counsel employees, and coordinate training opportunities to ensure they are advancing their career knowledge, and that they are meeting certification contract hour requirements.

Execute and refine Customer Care and control procedures that ensure the products and services produced by the department meet requirements.

Execute and refine goods and service procurement procedures that ensure that company procurement, contracts, insurance, qualification and accounts payable requirements are met, recommend vendors for addition or removal to the pre-approved list of qualified vendors, and ensure that vendors deliver quality products and services at reasonable prices.

Represent Department in company Business Improvement Group meetings.

Represent the company at events and meetings held by commissions, associations, agencies, boards, cities and chambers of commerce, etc.

Responsible for the coordination of regularly scheduled \"huddles\" and \"daily re-cap\" meetings, and is primary contact for incident reporting. Responsible to determine if employees require training and coordinate training required.

Participates in establishing Company and departmental policies and procedures and responsible for implementation and flow-up with department employees.

Participate in department strategic planning functions including department's role in the company, department goals and objectives, department organization structure, employee training and development, and salary.

In the absence of the Vice President - Service Operations, Customer Care Manager may be required to perform the Vice President's duties to provide support the managers and departments that fall within the Service Operations Department and/or where applicable.

POSITION QUALIFICATIONS

Education: Bachelor's degree in Business or related field preferred.

Experience: Minimum of 10 years working in industrial, manufacturing, distribution, or utility environment, with understanding of Customer Care functions. Must also have a minimum of 9 years performing Customer Care functions. Minimum of 4 years of leadership and administrative management experience is preferred. Direct supervisory experience is required.

Certification: DDW Distribution Operator 2 and DDW Treatment Operator 2 preferred.

OTHER REQUIREMENTS

Driver's License: Hold a valid California driver's license with acceptable driving record as determined by Company insurance carrier; Familiar with safety practices and rules applicable to job duties.

NOTE

Employees hired from outside of the company must obtain the required level of certification within 24 months of hire.

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