Assistant Customer Services Manager
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The City of Anaheim invites you to join the Public Utilities Customer Services Division as an Assistant Customer Services Manager to assist in the direction, management, supervision and coordination of the programs and activities within the division. The incumbent will provide highly responsible and complex administrative support to the Customer Services Manager, respond to and resolve difficult and sensitive citizen inquiries, ensure efficient resolution of customer problems and complaints, and coordinate assigned activities with other divisions, departments, and outside agencies.
Candidates must possess five (5) years of increasingly responsible customer service experience, including two (2) years of administrative and supervisory responsibility. Experience must be supplemented by a Bachelor’s degree from an accredited college or university with major course work in accounting or a related field. An equivalent combination of experience and education sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying. Experience working in a union environment is desirable.
The Anaheim Public Utilities mission is to add value to the community through a customer focused approach to providing reliable high quality water and electric service at competitive rates. In keeping with the City of Anaheim’s core values of vision, responsibility, pride and service, APU has developed the following department goals.
- Enhance and maintain our competitive and financial position.
- Enhance customer service
- Enhance service deliver, service options and service quality
- Ensure balanced, diverse, and cost effective resource supply
- Strengthen system infrastructure.
The anticipated salary offer to candidates will range between $91,364 - $125,626 annually. Depending on candidate qualifications and approvals, the city may consider offers up to $137,046 annually. Excellent Benefits, please visit www.myanaheimbenefits.com
- Essential Functions
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The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices. For a full list of Essential Functions, please select the title Assistant Customer Services Manager.
- Assist in the management and supervision of the services and activities of the Customer Service Division including credit and collections, utility services, customer account maintenance, field services, and a citywide information call center.
- Perform planning, supervision and oversight of the day-to-day operations of the Customer Service Division to enable efficient operations and allow the Customer Services Manager to focus on the strategic issues, goals, and objectives of the division.
- Participate in the development and implementation of goals, objectives, policies and priorities for assigned programs including customer service, billing investigations, utility services, administration, and data systems; identify resource needs; recommend and implement policies and procedures.
- Assist in planning, coordinating and reviewing the work plan for providing customer services; meet with staff to identify and resolve problems; assign work activities, projects and programs; monitor work flow; review and evaluate work products, methods and procedures; recommend and implement changes as appropriate.
- Identify opportunities for improving service delivery methods and procedures; work closely with department staff to identify areas of improvement; recommend changes including implementation strategies and cost savings; review with appropriate management staff; implement improvements.
- Participate in the development and administration of the division’s annual budget; participate in the forecast of funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; implement adjustments.
- In the absence of the Customer Services Manager, assume management responsibility for the division.
- Perform related duties as required.
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Position: |
Assistant Customer Services Manager |
| Organization: |
City of Anaheim |
| Location: |
Anaheim, CA
United States
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| Salary: |
$91,364 - $137,046 Annually |
| Posting Start Date: |
5/3/2023 |
| Date Posted: |
5/3/2023 |
| Requirements |
Experience and Education: Five (5) years of increasingly responsible customer service experience, including two (2) years of administrative and supervisory responsibility supplemented by a Bachelor’s degree from an accredited college or university with major course work in accounting or a related field. An equivalent combination of experience and education sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying.
Knowledge & Abilities - For a full list of Knowledge of and Ability to, please select the title Assistant Customer Services Manager.
License/Certification Required: Possession of an appropriate, valid driver’s license. |
| Status: |
This listing expires on: 7/2/2023 |
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