Manager - Customer Care

Exempt

JOB SUMMARY

Responsible for the daily operations of the Customer Service Center and for supervision of staff including coaching, counseling, and discipline; leading employees toward self-direction in responding to unresolved customer inquiries and directing employee training needs. Ensure compliance with the operation's goals, policies, and procedures.

ESSENTIAL JOB FUNCTIONS

Coordinate and supervise the daily activities of assigned staff.

Coach and assist team members with customer service techniques and ensure team members demonstrate good customer service techniques.

Prioritize and provide one-on-one assistance and on-going training for staff.

Monitor and evaluate staff to improve customer service and/or program and negotiation skills.

Advise and assist staff and their teams in the interpretation of policies and ensure organizational policies and procedures are followed.

Document and implement corrective action or counseling when appropriate.

Determine the action necessary to resolve questions, concerns and complaints and follow-up to ensure a successful conclusion.

Ability to perform at an elevated level of competency, multitask, motivate, and inspire others in a challenging environment.

Monitor staff workloads to ensure assignments are completed in a timely manner.

Adjust within unit to ensure appropriate distribution of work assignments.

Review, approve and reconcile monthly expenses, timecards, pre-approved time off, etc.

Conducting performance management reviews

Ensure consistent and fair application of all Company policies, procedures, and department-wide processes, etc.

Assist with hiring decisions and budget preparation.

Monitor calls for quality assurance and counsel staff on accuracy and customer service skills.

Plan and lead team meetings, including recognition program.

Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY

This position may manage non-exempt and exempt employees and is also responsible for the performance management of employees within the department.

WORKING CONDITIONS

Generally, working 40 hours in an office environment involves mostly sedentary work using a computer and assisting staff for most hours worked. Schedule flexibility necessary.

This position is considered essential during inclement weather/emergency situations.

MINIMUM QUALIFICATIONS

Associate degree in Business Administration or related field; and

Nine (9) years of customer service or customer billing experience; and

Valid driver's license.

OR

Bachelor's degree in Business Administration or related field; and

Five (5) year of customer service or billing experience; and

Valid driver's license.

Louisville Water provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.