Utility Service Operations Administrator

Summary

Responsible for managing the Call Center, Walk-In Center/Business Support and Payment Center divisions within the Customer Service Department, which are responsible for over 500,000 customer contacts annually and the processing of over $280 million in Utility payments for the City of Garland. Also, responsible for providing goals, strategies, short- and long-term planning, policies, budget management and suggesting recommendations to management regarding the means of accomplishing City goals and enhancing service provided to the City’s utility customers.

Pay Range: $77,563.20 - 100,848.80 (Depending on qualifications and experience)

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Oversee the selection, management, technical guidance and evaluation of supervisory and professional staff.

• Assign, direct, monitor, coordinate and review the work of staff that address customer contacts, and process utility payments.

• Evaluate staff performance, assess training needs and develop improvements to workflow.

• Review and evaluate utility account information to determine correct utility billing charges, communicate and/or negotiate with customers and adjust charges as appropriate.

• Address all escalated issues referred to by upper management and/or elected officials which require higher level of authority.

• Develop and implement long-term goals, objectives, policies and priorities for three divisions.

• Coordinate activities of three divisions with other City departments and outside groups to execute long term planning objectives.

• Research, evaluate and recommend options for industry or service trends and assess potential for local implementation.

• Set expectations and time requirements for projects and tasks; review personnel schedules and assign personnel to tasks as needed.

• Assist department director with budget management including approving departmental expenditures and monitoring weekly expenses.

• Oversee customer service programs such as the budget billing and the customer assistance programs.

• Participate in the selection, testing and approval of various systems, upgrades and enhancements.

• Assist with the diagnosis of problems with the website as needed.

Minimum Qualifications

• Four-year college degree

• 7 years related experience

• 4 years progressive management experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience:     

• Bachelor’s Degree in Business Administration or related field

• 7 to 10 years’ experience in management, preferably in an area related to customer service in a utility environment, general utility services, or utility customer information and billing systems. 

Knowledge, Skills & Abilities

• Strong oral and written communication skills

• Ability to manage medium to large projects

• Ability to manage employees and projects

• Ability to manage and motivate a team

• Knowledge of the utility industry’s operations and practices

• Skill in Microsoft Office (including Excel, Outlook and Word)

• Skills in project management

• Skill in budget creation & monitoring

Licenses and Certifications

• Valid Class C Texas driver's license

• Call Center Management Certification preferred, not required