Customer Service Operations Manager (Utility Manager)

Full-time position available with the Water Department, Consumer Services Division located at 4800 East 63rd Street
Salary Range: $7,268-$10,902/month
Normal Work Days/Hours: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline Date: March 04, 2024

• Manages the daily operations of the KC Water Customer Service center, including personnel and vendors, to ensure efficient and effective service delivery.
• Ensures proper response to KC Water customer inquiries, requests, and issues within the City.
• Implements and enforces policies and standard operating procedures for Customer Service.
• Resolves non-routine and complex customer inquiries, managing concerns, issues, and questions from customers, vendors, and external entities.
• Collaborates with the Customer Experience Trainer and team to design, evaluate, implement, and maintain training modules for Customer Service and back-office procedures.
• Evaluates the quality of KC Water Customer Service through performance measures and analysis.
• Leads special projects, assess budgetary needs, and deploy resources based on statistical analysis and response times.
• Work collaboratively with internal and external stakeholders, including city departments and utility companies, to define, evaluate, and revise standard operating procedures.
• Provides input for internal and external communications, including publications, brochures, presentations, and website content.
• Reviews and authorizes information on the KC Water website and bills related to Customer Service activities.
• Provides information and feedback to the deputy director of consumer services and finance on Customer Service initiatives.
• Identifies business needs and recommend solutions that add value.
• Analyze business processes, maintain business requirements, and ensure solutions align with existing and emerging technologies.
• Maintains statistical records of customer transactions, complaints, and employee efficiency.
• Assists with responses to Customer Service-related questions from internal and external auditors.
• Assists in writing RFPs for outsourced services and composing legal contracts related to outsourced services.
• Contributes to writing resolutions addressing Customer Service and vendor contracts.
• Works with other supervisors and managers to develop and maintain a cross-functional training program within the Consumer Services, MFS Dispatch, and Finance Divisions.
• Participates in various departmental cross-functional teams and contribute to the implementation of initiatives.
• Performs Miscellaneous Duties in support of the Customer Service Division

REQUIRES an Accredited bachelor’s degree and 5 years of professional experience in business or public sector administration. Such experience is to be of a progressively responsible nature, with at least 3 years at the level of Senior Administrative Assistant; OR an equivalent combination of education and experience with at least 4 years at the level of Senior Administrative Assistant. Preference given to applicants with 3 plus years of utility industry experience, 5 plus years in a call center environment, and 3 plus years of process, procedures documentation, and development.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City’s Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.

For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.

Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org.

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans’ points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during “wartime” and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code § 4211).