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CUSTOMER SERVICE MANAGER

Company: Brownsville Public Utilities Board (BPUB)
Location: Brownsville
Posted on: June 6, 2021

Job Description:

Position Number
066001

FLSA Status
Exempt

Full Time/Part Time
Full Time

Salary
$62,069 - $96,827 Annually Depending on Qualifications

Job Summary

Under limited direction, this is a professional position responsible for providing leadership in the daily activities and operations of the Customer Service, Cashier, and Call Center departments.



Responsibilities

Plans, oversees, directs, and provides expertise, support, and leadership for all assigned Customer Service areas; receives and attends to the general public upon escalation. Explains policies and regulations to the public and to the Board of Directors. Interfaces with other departments within the organization and represents the divisions concerns by attending meetings, seminars, workshops, etc., Participates on teams for the betterment of the employees, public image, and community awareness. Forecasts, allocates, and monitors the human, physical, and financial resources for the assigned areas, and develops and maintains the department budget. Manages departmental performance against agreed targets and budgets within policies and standards. Monitors and communicates performance results. Conducts research, investigations, and analyses, to recommend improvements to the department and to address customer service related issues/concerns. Develops and/or recommends new or increased sources of revenue, through new business activities or increased efficiencies. Assumes responsibility of the division as needed in the absence of the Director. Evaluates technology, equipment and processes used in assigned areas in order to improve operations and/or customer experience while meeting regulatory requirements. Enforces the safety standards established by the company and is responsible for the safety of others in assigned areas. Completes other job duties as assigned. Responsible for the full range of supervisory activities, including selection, training, evaluation, counseling, and recommendation for dismissal of all assigned personnel.



Knowledge, Skills, and Abilities

Extensive knowledge of the principles and practices of public utility administration and its specific application to the administration of assigned areas of responsibility including Payment Card Industry (PCI) Compliance.
Thorough understanding of the business dynamics, regulatory issues, competitive issues, and general operating environment surrounding the utility industry.
Thorough knowledge of applicable governance including, but not limited to: (BPUB Policies and Procedures, City Ordinances), State laws (Public Utility Commission of Texas), and federal laws and regulations (Red Flags Rules, IRS/FinCen Form 8300) relating to the assigned areas of responsibility.
Knowledge and experience in strategic planning and development and execution of strategies, policies, and procedures.
Knowledge and experience in formulating policy.
Knowledge of public relations principles and practices.
Knowledge of budgeting methods and systems.
Knowledge of project management practices and principles.
Professional oral and written communication skills in English; bilingual in English and Spanish preferred.
Customer service, strategic, and critical thinking skills.
Interpersonal skills to work effectively with a wide range of constituencies.
Skills in handling conflict and uncertain situations.
Computer software skills using Microsoft Office.
Ability to make sound decisions and take or guide courses of action in operations.
Ability to deliver public presentations.
Ability to set strategy, provide direction, and create plans to meet both functional and departmental goals.
Ability to establish and maintain effective communication and working relationships with internal and external stakeholders.
Ability to analyze and resolve uncertain or hostile situations.
Ability to travel as needed.



Education & Experience Requirements

Bachelors Degree from an accredited university with an emphasis in marketing, accounting, finance, business management, or a related field and six (6) years of customer service experience, four (4) years of which were in a supervisory or management capacity.



Certificates, Licenses, Registrations

Requires a valid Texas Driver License or receipt of a valid Texas Drivers License within 90 days of relocation to Texas and a safe driving record, as measured by company policy.



Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to lift, carry, push, and/or pull objects or boxes weighing up to 50 lbs. maximum. Ability to sit or stand for long periods of time without any discomfort. Work is done in a normal office environment. Position requires frequent weekend and evening work. Work may require frequent overnight travel.



Eligibility for Employment

In addition to any and all other qualifications required for employment stated under the Brownsville P.U.B Personnel Policies and Procedures Policy No. 39:


  • It is the policy of the BPUB not to hire more than two related persons; and
  • Based on certain prohibitions of the Charter and Statute on nepotism, no person can be hired who shall be related to any member of the Board of Directors or City Commission within the third degree of consanguinity or second degree by affinity.

Posting Number
S151P

Open Until Filled
Yes

Special Instructions Summary

Keywords: Brownsville Public Utilities Board (BPUB), Brownsville , CUSTOMER SERVICE MANAGER, Other , Brownsville, Texas

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