Manager Of Customer Service - Citizens First
Current-Manage the planning, staffing, coordination, execution and administration of the Citizens First division and customer service staff responsible for providing quality service to customers by addressing municipal inquiries and processing various payments by phone, email or in-person at City Hall.-Manage, lead and support the corporate customer service strategy while fostering a culture of high performance and industry leading customer service that reflects our core values and corporate… Show more -Manage the planning, staffing, coordination, execution and administration of the Citizens First division and customer service staff responsible for providing quality service to customers by addressing municipal inquiries and processing various payments by phone, email or in-person at City Hall.-Manage, lead and support the corporate customer service strategy while fostering a culture of high performance and industry leading customer service that reflects our core values and corporate strategy.Identify and analyze customer service benchmarks, data and trends to develop and implement policies, procedures, reports and action plans to ensure quality standards for customer contact and service delivery.-Manage incoming payments for property taxes, utilities and various miscellaneous accounts receivable which together make of up the City’s main source of revenue.-Accountable for payment processing, floats, cash handling and associated financial processes including cash balancing, account adjustments, financial investigations, waiving fees/penalties and processing through external agencies while maintaining financial accuracy with tight deadlines.-Build and foster strong relationships with internal departments and act as a liaison to define existing processes and develop new processes and operating procedures.-Maintain contact with the Communication division to manage messaging related to unplanned events such as public service announcements and media release to ensure the Citizens First team has up-to-date and accurate information.-Monitor and measure performance of the systems including availability, stability and capacity and recommends for change requirements.-Design, plan, evaluate and report on customer service performance indicators. Use reporting tools to monitor performance and adherence to standards and service levels as required.-Handle escalated customer complaints and resolve conflicts involving customers in accordance with set standards. Show less
