Tampa Skyline
Tampa Skyline
Tampa Skyline

Consumer Services Manager

Number of Vacancies: 1

Recruitment #221115-340715-001

Nature Of Work

Under administrative direction, an employee in this class is responsible for leading and managing the Consumer Services Division of the Water Department. Work is of unusual difficulty and involves the application of extensive initiative and independent judgement in directing and supervising the continuous operations of the utilities call center, meter reading, billing, and collections, as well as establishing service levels; recommending staff levels and expertise of staff. Additionally, the employee will oversee software and other technology projects from the user department perspective in order to ensure sound methods and improvements are being made and all utility customers are receiving excellent services. Work is reviewed through conferences, reports submitted, and results achieved. 

This is an appointed position; employee serves at the pleasure of the Mayor.

**In addition to the information provided in the application, we highly suggest that you attach your resume, cover letter and references for the departments review.

Examples of Duties

Maintains focus and performance by providing leadership to the management team and division; coaches and motivates other team members and supervisors; facilitates group; identifies problems in early stages; makes timely decisions; evaluates performance of the division; monitors and demonstrates continuous improvement.

Plans, develops, coordinates, and directs the efficient performance of the utilities call center as well as ensuring that all utility meters are read correctly and utility bills are audited and mailed out monthly on a timely basis. Additionally, ensures that requests for service turn ons, turn offs, and account transfers are processed correctly, customer billing inquiries are responded to in a timely manner, and the proper collection of delinquent accounts.

Ensures effective two-way communication throughout the organization; communicates with City administration, serves as intergovernmental and intradepartmental liaison.

Confers with multiple departments regarding utility matters including allocation of revenues to appropriate funds.

Performs strategic planning, provides input into and manages the division budget, reviews personnel actions.

Demonstrates cultural improvement through an annual cultural assessment; performs biannual review with supervisors; schedules face to face meetings with all personnel.

Areas of Accountabilities: demonstrates cultural improvement through annual cultural assessment; bi-annual review with team leaders; number of face-to-face meetings with all personnel; timelines of decisions; monitors and demonstrates continuous improvement; identifies problems in early stages; demonstrates and monitors compliance of service level agreements.

Performs related work as required.

Knowledge, Skills & Abilities

Knowledge of: building and directing teams; regulatory requirements; cost/benefit analysis; the organization; budgeting; performance management.

Ability to: motivate; maintain external focus.

Skill in: communication; facilitation; problem solving; decision making; interpersonal relations; coaching; delegation; managing diversity; conflict resolution; computers.

Minimum Qualifications

Graduation from an accredited college or university with a bachelors, preferably a master’s degree in business or public administration and (5) five years of progressively responsible experience in utility customer services, utility accounting, utility customer experience, with (3) three years of utility client relations at a managerial or senior supervisory level.

Licenses or Certifications

Possession of a valid Florida driver’s license required.

Examination

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

Comments

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

Conclusion

HELPFUL HINTS FOR COMPLETING YOUR APPLICATION: Please register before you begin the application process. This will enable you to view and re-use information from previously submitted applications to complete and submit any future applications. Please make certain your application is complete and the information you provide clearly demonstrates that you possess the minimum job qualifications as stated in the job announcement. Resumes can be submitted in support of an application, but not in lieu of an application. Resumes and copies of certifications or other required documents may be attached to your online application.