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Customer Care Manager

HRSD Hampton Roads Sanitation Dist.


Location:
Virginia Beach, Virginia 23454
Date:
07/14/2017
2017-07-142017-08-13
Job Type:
Employee
Job Status:
Full Time
Categories:
  • Customer Service/Call Center
  • General/Other
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Job Details

Manages a 20 seat call center which handles 18,000-26,000 customer interactions monthly.  Ensures optimum response time to all calls and other customer correspondence.  Coaches staff performance using effective call center techniques to ensure department standards for quality, courtesy and accuracy are achieved

Under broad guidance, the CCC Manager is responsible for: 
a. Managing HRSD processes and procedures for customer accounts receivable consistent with Generally Accepted Accounting Principles and the Enabling Act
b. Managing HRSD customer accounts receivable and remittance processing functions and Hampton Road Utility Billing Service (HRUBS) 
c. Fostering positive working relationships among staff, customers and business partners
d. Participating in the preparation and administration of the CCC Division budget 
e. Managing the development of a three business model where HRSD provides bill calculation and customer accounts receivable management services to jurisdictions requesting and willing to pay for these services

Requirements

Education
Required
Bachelor's degree in Business Administration, Business Management or Accounting
b. Experience
1. Required
a) Minimum of 5 years of progressive experience in business management or  accounting,  or call center management
b) Minimum of 3 years management or supervisory experience, including adequate staffing, effective recruiting and hiring
c) Demonstrated experience in conflict resolution in customer/supplier relationships   
2. Desired
a) Minimum of 3 years experience in automated accounting and or production billing systems 
b) Minimum of 2 years experience in managing multiple concurrent projects
c) Demonstrated experience in assessing impact of new technology, workflow, errors, etc., on the entire CCC Division, on the customers, HRSD, and the jurisdictions
d) Demonstrated ability to establish and maintain effective working relationships with county officials and employees, vendors, suppliers, contractors, the general public, and other professionals in the business community
e) Demonstrated proficiency at an intermediate level in Microsoft Office Software, including MS Outlook, Visio, and PowerPoint 
3 Training Levels
Personnel are fully qualified at a Grade 9 with a Bachelor’s degree in Business Administration, Business Management or Accounting; five years of supervision and relevant experience, for candidates that are not fully qualified the following training levels have been provided:
a) Grade 9a – Bachelor’s degree and four years of relevant experience to include 2 years of management or supervisory experience
b) Grade 9b – Bachelor's degree and three years of relevant experience to include 1 year of management or supervisory experience
c. Job-specific Technical Competencies
1. Required
a) Knowledge of the Enabling Act, Fair Credit and Collections Law, banking regulations, Generally Accepted Auditing Standards (GAAS), HRSD Rate Schedule, Procurement and Human Resources Policies/Procedures, Fair Credit and Collections Law, banking regulations, National Automated Clearing House Association  (NACHA) guidelines
b) Maintains current knowledge of Generally Accepted Accounting Principles (GAAP) to keep CCC system compliant as well as ensure the integrity of data received from large number of water purveyors 
c) Applies advanced knowledge of automated accounting systems and computer applications to identify and distinguish between errors in processing, programming or hardware
   d) Assimilates, analyzes and processes  data
   e) Uses principles of budgetary control
f) Seeks improvements and commitment of staff through quality management processes, consensus - building and collaboration, teambuilding concepts
   g) Plans, organizes, motivates and directs the work of subordinates
h) Establishes and maintains effective business relationships with customers and employees of HRSD, and jurisdictions
   i) Communicates effectively verbally and in writing; plans and delivers presentations
k) Problem-solves and works with the public in a courteous, diplomatic, and tactful manner 
d. Special Licenses
1. Required 
  Valid Driver’s License from state of residence 
2. Desired
  Certified Public Accountant (CPA) 
e.  HRSD Universal Competencies (see attached)


HRSD is committed to being an equal opportunity employer.


HRSD does not discriminate against individuals in employment on the basis of race, sex, including sexual orientation, pregnancy, religion, color, national origin, age, disability, military or veteran status, genetic information, engaging in protected activity or any additional protected characteristics recognized by federal, state and local law.

HRSD is a Drug Free Workplace.

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