CUSTOMER SERVICE MANAGER
Company: Brownsville Public Utilities Board (BPUB)
Posted on: June 6, 2021
Full Time/Part Time
$62,069 - $96,827 Annually Depending on Qualifications
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
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
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
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
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.
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.
Special Instructions Summary
Keywords: Brownsville Public Utilities Board (BPUB), Brownsville , CUSTOMER SERVICE MANAGER, Other , Brownsville, Texas
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