Customer Service Manager jobs in Alexandria, LA

The purpose of this classification is to develop, monitor and review internal control procedures and to assist in managing, overseeing, and directing the daily operations of the customer service and customer field services department. Work is performed under the supervision of the Customer Services Manager and position is on call for emergency response. Position is considered essential during emergencies and is required to work during storm-related events. Position is also subject to work overtime, including holidays and weekends.

Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.

Coordinates daily work activities of subordinates; organizes, prioritizes, and assigns work; creates and distributes employee schedules; monitors status of work in progress and inspects completed work; consults with assigned staff, assists with complex/problem situations, and provides technical expertise.

Maintains controls and performs balancing operations for a variety of accounting activities, including accounts receivables, e-drafts, ACH payments, etc.; assists in similar operation in larger, more complex accounting systems.

Collects, reviews and analyzes financial data related to the billing and collection of utility services; conducts internal and external surveys; prepares and approves financial activity reports; oversees problems relating to the posting of delinquent accounts; reviews adjustments made to delinquent accounts.

Performs customer service functions: provides information/assistance regarding utility services, procedures, documentation, fees, or other issues on the phone or in person; responds to complex questions or complaints; researches problems/complaints and initiates problem resolution; maintains related documentation.

Monitors and evaluates the effectiveness of billing and collection activities; ensures adherence to established policies and procedures; assists in monitoring the effectiveness of meter reading and field service activities; ensures all activities comply with local, state and federal public regulations and requirements; assists in developing and implementing policies and procedures to maintain and improve department operations.

Assists with the development of the operating budget for the department; monitors expenditures to ensure compliance with approved budget. 

Assists auditors with comprehensive annual financial report; researches and resolves problems with annual audit.

Prepares reports; conducts research; collects data; submits to appropriate department, manager and/or City official; establishes and maintains a variety of department manual records and files; researches information in files upon request.  

Prepares, compiles, or completes various forms, reports, correspondence, account reconciliations, fuel cost charts, policies, procedures, schedules, organizational charts, surveys, disciplinary action reports, rebates, bills, adjustments, or other documents.

Receives various forms, reports, correspondence, accounting and statistical reports, lists, bank statements, credit bureau statements, ordinances, policies, procedures, manuals, directories, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate.

Communicates with supervisor, City employees, the general public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Operates a personal computer, or other equipment as necessary to complete essential functions, to include the use word processing, spreadsheet, database, or other system software.

Serves as acting Manager in the absence of the Customer Services Manager.

Bachelor’s degree from an accredited college or university in Business Administration, Accounting, Consumer Services, or related field; supplemented by two (2) years of experience in, accounting, customer service, or as a Customer Accounts Team Leader; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. 

May require a valid driver's license. If license is required, must obtain a valid State of Louisiana driver’s license at time of appointment and maintain throughout employment in this position.