*INTERNAL ONLY* - Manager - Customer Service (Field Operations)
San Antonio Water System
Customer Service, Operations
San Antonio, TX, USA
Posted on Apr 6, 2025
Job Description
- JOB SUMMARYThe Manager – Customer Service is responsible for managing and leading a team(s) in any of the following assigned functional areas: Field Operations, Billing, Customer Experience, and Workforce Management. Oversees a full range of operational activities including but not limited to data collection, billing, call center and service centers, collections, and/or key accounts. Plans, develops, and evaluates policies, programs, and procedures to ensure the most effective and efficient utilization of resources while maintaining strategic alignment with business segments. This position receives general administrative direction.
ESSENTIAL FUNCTIONS
All Specialties- Provides supervision of assigned staff to include recommending selection, providing development and training, evaluating performance, and administering disciplinary action.
- Provides customer service to external and internal customers through various delivery methods.
- Develops, plans, forecasts, allocates, and monitors the human, physical, and financial resources of assigned area.
- Oversees the response of escalated complaints, requests and potential high-profile issues from city officials, civic leaders and the general public.
- Analyzes and evaluates complex data and prepares technical reports to ensure compliance with established policies, goals and utility ordinances.
- Develops and participates in conceptual planning efforts, benchmarking criteria, and methodologies to improve operational results and improve division's overall efficiency.
- Recommends and develops policies and procedures, training programs, and communication materials.
- Supports and implements various program initiatives.
- Establishes and maintains effective internal working relationships and public relations.
- Manages vendor, consulting, or other service contracts and prepares necessary Board documents.
- Provides expertise, support, and team leadership for the Customer Service division and other team members.
- Applies generally accepted business management and public administration principles and practices.
- Performs other duties as assigned.
MINIMUM REQUIREMENTS
All Specialties- Bachelor's Degree in Business Administration, Business Management, Management or related field from an institution accredited by a accredited accrediting agency.
- Six years' experience in Call Center, Communication Centers, Field Services or related Customer Service functions including three years' experience in a management or supervisory capacity.
- Valid Class "C" Texas Driver's License.
- Six years of hands-on experience in the use of Workforce Management Software
- Knowledge of generally accepted business management principles and practices.
- Knowledge of industry trends and best practices in customer service including call center, billing, revenue collection, and workforce management.
- Knowledge of utility regulations, policies, and procedures.
- Skill in using Microsoft Office products and customer service-related software programs.
- Skill in leading collection operations and establishing collection processes and procedures.
- Skill in managing third party collection agencies and field collection operations.
- Ability to develop and maintain performance metrics for area of assignment.
- Ability to maintain a high level of accuracy.
- Ability to maintain confidential information.
- Ability to provide guidance and training to assigned staff.
- Ability to establish and maintain effective working relationships with internal and external staff and customers, including executive management, other agencies, consultants, vendors.
- Ability to communicate effectively, both verbally and in writing.
- Practical demonstration of organizational and public relations skills.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 10 pounds occasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits. May drive a company and/or personal vehicle in order to perform duties at various SAWS locations.
May be required to work hours other than the regular schedule such as nights and weekends.