Mgr. Customer Service
$70,000 - $96,352 DOQ
BASIC RESPONSIBILITIES: Manages, trains and directs front line customer facing staff in Customer Service to ensure the highest Customer Service standards are achieved. Manages the development and administration of projects, analysis, delegation and tracking while serving as a liaison with staff, project groups and senior managers. The incumbent serves the District by building a strong customer service team where organizational goals and objectives are communicated and implemented.
MINIMUM QUALIFICATIONS include knowledge of the following areas: Credit, collection, and accounting processes and cost-benefit analysis. Effectively manage cash payments, till balancing, customer lobby and vault management. Principles, practices and techniques of project management, team building and process improvement. Computers and computer applications including word processing, spreadsheets, databases. Automated call distribution and forecasting systems, and data processing related to customer service. Research, analytical and problem-solving tools and techniques. Leadership skills and coaching and counseling techniques. Excellent oral and written communication skills, including face to face customer escalations. Adult learning processes. Presentation techniques. Telephone and radio communication systems. Budgeting procedures and practices. First aid and CPR methods. Ability to: Foster partnerships and communicate effectively with all levels in the organization, customers, and the general public. Direct, manage and administer complex functions, programs and projects. Learn, interpret and apply District Directives, policies, procedures, the Collective Bargaining Agreement and the District’s Accident Prevention Manual. Effectively supervise groups of people. Plan and organize work, incorporating changing District priorities. Lead, teach and coach in a participatory/team environment providing guidance interpretation and appropriate training. Manage confidential information. Mentor and counsel. Perform statistical analysis and interpret data. Use independent and discretionary judgment. Be proactive and self-manage in a fast-paced environment. Develop and give oral presentations. Multi-task projects and assignments by coordinating a variety of tasks and assignments simultaneously while managing multiple complex functions. Use computers, automated systems and databases, and learn new computer software implemented by the District. Train staff and District employees in Customer Service policies and procedures. Work in a team environment and be an effective team member with a strong customer focus.
EXPERIENCE/EDUCATION: Bachelor’s degree in Business or Public Administration or related field, OR the equivalent combination of related education and experience, AND Five (5) years progressively more responsible experience in a Customer Service Department including three (3) years in a leadership role.
PREFERRED QUALIFICATIONS: Utility experience, Experience working with Collective Bargaining Agreements in a unionized environment.
Interested individuals should complete the online application and submit cover letter and resume at www.snopud.com under Careers by December 19, 2017. A full job description is available on the website.
We are an Equal Opportunity Employer of Minorities, Women, Disabled, and Veterans.
About this company
Snohomish County PUD is the second largest publicly owned utility in Washington. We serve over 341,000 electric customers and about 20,000 water customers. Our service territory covers over 2,200 square miles, including all of Snohomish County and Camano Island.