2020-03-23 2020-04-06

Water Customer Relations Manager

City of Fort Worth
  • Organization Type: Municipality / Public Works
  • Location: Fort Worth, Texas
  • Job Status: Full-time
  • Job ID: 54879
  • Organization Website
  • Organization Type: Municipality / Public Works
  • Location: Fort Worth, Texas
  • Job Status: Full-time
  • Job ID: 54879
  • Organization Website

A Water Customer Relations Manager job is available with the City of Fort Worth Water Department Customer Relations section. The Customer Relations Manager is a key strategic and operational leadership role responsible for the continuous improvement and delivery of quality customer service and overall direction of critical daily operational functions. Additionally, this individual is accountable for the ongoing management and development of staff and the strategic advancement of operational policies and procedures.

This management position oversees a staff of 94 in a multi-channel contact center environment. The contact center is the primary point of contact for all Water department customers with interactions via phone, online, fax, email and in the near future by text. The position has significant levels of responsibility and accountability for operations for multiple teams that include the following sections: Administrative/HR, Billing, Accounting & Audits, Payment Processing, Revenue Collection, Delinquent Account Management, Wholesale City Billing and a high volume Call Center.

Minimum job qualifications include:
Bachelor’s degree from an accredited college or university with major course work in accounting, finance, public administration, business administration, or a related field and six years of increasing responsible experience in customer service, accounting and billing, including two years of administrative and supervisory responsibility.

Preferred job qualifications:

  • Minimum of 5+ years of experience managing multiple operational teams (ie: Customer Service Call Center, Accounting & Billing and Administrative/HR teams) in a fast-paced, high volume environment

  • Proven management experience in a senior, strategic level role with proven track record of exceeding meeting/exceeding business plan goals, initiatives and KPI’s

  • Excellent oral and written communication skills and demonstrated ability to work with staff at all levels in an organization

Salary: $81,548 to $106,013 Annually

Close Date: April 6, 2020

Learn More/Apply: https://fortworthtexas.gov/hr

When applying, mention you saw this opening listed at WaterDistrictJobs.com.