JOB TITLE: Customer Service Manager
DEPARTMENT: Clerk, City of Cartersville
JOB SUMMARY: The Customer Service Manager is responsible for planning, directing, and managing the daily operations of the City’s customer service and utility billing functions. This position oversees customer service staff, utility billing operations, cashiering activities, and service-related processes to ensure efficient, accurate, and professional service delivery to citizens and utility customers. The Customer Service Manager develops and implements policies and procedures, ensures compliance with internal controls, resolves escalated customer concerns, and supports strategic operational goals for the department
MAJOR DUTIES:
· Reviews daily payment journals, bank deposits, reconciliation reports, and related financial records for accuracy.
· Oversees return check processing and collection procedures in accordance with City policies.
· Resolves complex customer service issues, complaints, billing disputes, and escalated service concerns.
· Coordinates training programs for customer service staff to improve efficiency, accuracy, and customer relations.
· Conducts employee evaluations; assists with hiring, disciplinary actions, and personnel development activities.
· Analyzes operational data and prepares reports related to utility billing, collections, customer service trends, and departmental performance.
· Assists in developing short-term and long-range operational plans, departmental goals, and budget recommendations.
· Ensures compliance with applicable laws, regulations, ordinances, and City policies.
· Collaborates with other City departments to improve communication and customer service processes.
· Oversees maintenance and effective use of customer service and billing software systems.
· Maintains effective relationships with employees, customers, elected officials, and the general public.
KNOWLEDGE REQUIRED BY THE POSITION:
· Knowledge of customer service management principles, utility billing operations, and municipal government procedures.
· Knowledge of cash handling practices, financial reconciliation procedures, and internal controls.
· Skill in supervising personnel, resolving conflicts, and managing workflow effectively.
· Skill in operating personal computers and proficiency in Microsoft Office Suite, including Excel and Word.
· Knowledge of billing and customer service software applications.
· Ability to analyze operational and financial data and prepare detailed reports.
· Ability to communicate effectively verbally and in writing
· Ability to establish and maintain effective working relationships with employees, officials, and the public.
· Ability to handle difficult customer interactions professionally and diplomatically.
· Ability to organize, prioritize, and manage multiple projects and deadlines.
· Ability to maintain confidentiality and exercise sound judgment.
MINIMUM QUALIFICATION:
· Graduation with high school or GED Equivalent with specialized course work in general office practices such as typing, accounting, data processing and
· Minimum of (5) Five-year previous customer service experience including at least one (1) year in supervisory capacity; or
· Any equivalent combination of education and experience, with additional experience substituting for the required college level training or a year for year basis.
PHYSICAL DEMANDS: The work is performed with the employee sitting, standing, walking, stooping, bending, or crouching. The employee must frequently lift light objects, occasionally lift heavy objects, and be able to distinguish between shades of color.
WORK ENVIRONMENT: The work is performed in an office.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY: The Customer Service Manager supervises and oversees Customer Service Representatives, Cashiers, and related customer service support staff. Responsibilities include assigning and reviewing work, providing training and performance management, ensuring compliance with policies and procedures, resolving escalated customer concerns, and maintaining efficient daily operations within the customer service division
The City of Cartersville is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.
Interested in applying? Please submit a letter of interest, application, and/or resume in PDF format only to Human Resources at HR@cityofcartersville.org or in person at 1 N. Erwin St. Cartersville, GA 30120. Please direct any questions to Human Resources 770-387-5639.
Do you have what it takes?