Position Available

Customer Service Lead

Kenmore, Wa

Salary/Pay Rate

$6,267 to $8,395 per month

Depending upon qualifications

Job Type

Regular Full-Time

Job Posted

4 weeks ago

Deadline

Apply By
November 28, 2022

COVID-19 Vaccinations are a job requirement. NUD will consider accommodation requests as required by law. 

Application Deadline: November 28th, 2022

Application Review: November 29th – December 2nd, 2022

Interviews: December 5th – December 9th, 2022

Final Round Interviews: December 13th, 2022

Job Description

The Customer Service Lead is responsible for the oversight of day-to-day activities related to customer service, utility billing, and collections, under the general direction of the Finance Director. Mentors, leads and supports the enhancement of customer service initiatives such as timeliness in responses, creative problem-solving, maintaining a positive attitude and exceeding customer’s expectations.

Essential Duties

  • Provides day-to-day direction related to customer service, utility billing, and collections; while consistently assessing process improvements to find efficient delivery of department services.
  • Makes recommendations for adjustments, refunds, payment arrangements and lien filings on customer accounts.
  • Handles initial contact with customer disputes regarding billing and ensures escalated customer concerns and complaints are investigated and resolved. Assists with resolving of complex customer account issues.
  • Coordination and oversight of customer service processes including, but not limited to, utility billing, final bills, cash receipts, past due balances, account adjustments, refunds, shut-offs and hydrant meter billing to ensure the functions are prepared and handled following District policies.
  • Analyze and evaluate operations and recommend solutions to resolve problems related to customer service and utility billing.
  • Analyze common service trends across customer service and make recommendations for enhancing customer experience.
  • Consistently and effectively communicate and coordinate efforts within the Finance Department, all other district departments, and the public.
  • Prepares and proposes annual work plan and budget related to customer service to Finance Director.
  • Provides oversight and makes recommendations related to the District’s meter reading software system, utility billing software, voicemails, and service orders.
  • Provides mentoring and informal training to Customer Service Technicians to continuously improve and enhance their skill set, as well as facilitate duty rotations to ensure cross-training is complete and back-ups are established.
  • Ability to lead, coach, and train employees on customer interactions, monitor calls, and track call statistics.
  • Regularly collaborates with Finance Director to discuss and address customer service concerns efficiently, create and optimize objectives, enhance procedures, and evaluate productivity.
  • Maintains documentation and records in accordance with District procedures and practices and ensures appropriate internal controls, policies and procedures are followed.
  • Drafts standard operating procedures (SOP) for approval of the Finance Director. Monitors SOP’s and provides updated drafts with proposed changes to Finance Director.
  • Drafts professional correspondence for approval by the Finance Director.
  • Motivates team members to support customer service initiatives or programs.
  • Other duties as assigned.

Abilities (position requirements)

  • Customer service techniques and telephone etiquette.
  • Grammar, spelling and punctuation.
  • High attention to detail and accuracy.
  • Prioritizing work done by self and others.
  • Understanding of the District’s operations to enhance customer service.
  • Proficient use of Microsoft Office Suite, other commercial software, voicemail system, etc.
  • Proficient in mathematical computations, with a high level of accuracy.
  • Effectively work independently or with others.
  • Strong communication skills (oral, written, and interpersonal).
  • An incumbent in this position must be able to deal tactfully, courteously, and effectively in person, on the phone and via e-mail.
  • Flexibility in accepting assignments.

TRAINING, EXPERIENCE & CERTIFICATIONS

Training & Experience

  • High school diploma/GED required.
  • Associate degree in Accounting, Business or related field preferred.
  • Three years of progressively responsible experience and Customer Service experience required.
  • Three years’ experience in an office setting preferred.

Licensing Requirements

  • Valid Washington State Driver’s License.

Physical Requirements

Most work is performed indoors in an office environment. Driving is required.  Nights and odd hours in response to emergencies may be required.  This position typically requires: fingering, grasping, talking, hearing, seeing and repetitive motions.  Exerting up to 30 pounds of force occasionally to move objects.

Does this sound like you?