Business Services Manager

Primary Functions

Assist Director of Business Services by maintaining continuous office operation and production, by providing supervision and management of customer service, billing, and cash receipts. 

Essential Functions

• Responsible for duties as assigned by the Director of Business Services
• Directly supervises employees and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. 
• Employee responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees and addressing complaints and resolving problems.
• Organizes, supervises, leads and trains employees to complete tasks within established guidelines and timeframe.
• Attends and provides input in operational meetings as needed, i.e. staff, board, group, etc.

Customer Relations

• Maintains positive, productive customer relations
• Ensures proper communication between office personnel and customers 
• Ensure production is not interrupted by decisions arising from poor customer relations
• Ensure customer disputes and/or complaints are handled within the framework of company policies
• Supports, implements and enforces all policies outlined in company policy manual

Workforce

• Maintains an adequate workforce with emphasis on proper placement and development of employees
• Forecasts personnel requirements and prepares recommendations to General Manager with respect to, new positions, replacements, promotions, discipline, discharge, elimination of positions, etc.
• Hires all personnel under immediate jurisdiction with approval of Director of Business Services
• Review of employee timecards and overtime reports for approval and submittal
• Controls absenteeism, tardiness and turnover to acceptable standards
• Supports, implements, enforces company wage and benefit policies for employees

Employee Relations

• Ensure office production is not interrupted by decisions arising from poor employee relations
• Build positive, productive human relations
• Conducts performance evaluations for employees in jurisdiction 
• Ensures areas of improvement are satisfied and that outstanding performance is rewarded
• Appropriately encourages suggestions and constructive criticism
• Handles disputes and disciplinary matters within the framework of company policies
• Supports, implements and enforces all policies outlined in employee handbook

Employee Development

• Assures employees have the opportunity to receive training needed to improve their level of competence and skill in line with company policies and procedures, and prepare for higher level jobs when so inclined and when company needs dictate
• Develops and maintains training goals for office team

Cost Control

• Performs duties with general direction and has broad latitude in determining methods and scheduling in order to meet requirements within budget.
• Develop procedures, standards, methods, internal controls, budgets and schedules as required by the General Manager
• Operates within the approved budget
• Ensures subordinates make responsible commitments regarding costs, schedules, etc. 

Personal Development

• Keeps abreast of developments in the field of management, the technical areas under supervision and developments within the company.

KNOWLEDGE/EXPERIENCE:

• Bachelor’s degree from an accredited college or university with a major in business or related field is preferred
• High school diploma is required
• Five or more years of customer service/billing management experience or equivalent combination of higher education and experience
• Valid Tennessee Driver’s License
• Good knowledge of Rutherford County or ability to learn quickly

SKILLS/ABILITIES:

• Proficient computer skills
• Ten key skills
• Pleasant telephone manner & distinct speaking voice
• Forward thinking on technology proficiency to enhance processes.
• Ability to maintain confidentiality in all matters.
• Must have initiative and be resourceful in problem solving. 
• Must be able to communicate with people of all economic and education levels
• Should be detailed oriented, able to focus on task-at-hand. 
• Self-motivated, organized, able to prioritize, dependable, retentive memory and have ability to command respect

PHYSICAL DEMANDS: physical demands under which the job is performed:

• Typically sitting at a desk or table.
• Intermittently sitting or standing.

WORKING CONDITIONS: normal or usual conditions where work is performed:

Work is performed in an office setting with moderate noise (primarily from office equipment). The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions