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City of Georgetown
JOB DESCRIPTION
Job Title: Customer Care Director Effective Date: 5/1/2015
FLSA Category: Exempt Revision Date:
SUMMARY:
Administers and directs all aspects of customer operations for the City’s Utility Systems (GUS), Municipal Court and
Airport, including leadership in implementing customer service and marketing initiatives, overseeing the customer
operations for those departments, and ensuring alignment with the business objectives of the City. Formulates policies,
concepts, and procedures to ensure effective and efficient use of Customer related systems and programs. Work is
performed under broad direction with wide latitude for exercising of initiatives and independent judgement in establishing
standards and setting priorities.
ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of
the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties
performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable
accommodations will be made as required. The job description does not constitute an employment agreement and is
subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to,
the following:
In collaboration with the GUS Executive Management Team, directs development of long-range Customer service
plans to support the GUS business objectives. Fosters innovation, prioritizing customer initiatives and
coordinates the evaluation, deployment, and management of current and future customer related systems.
Establishes Customer Care policies and procedures, departmental goals, objectives, and supporting budget.
Oversees municipal court departmental activities and staff development.
Oversees Airport customer operations and staff development
Ensures continuous delivery of billing and customer care services through oversight of policies, equipment,
processes, and personnel. Defines and oversees operational policies, processes, and practices that support the
business objective for GUS and Municipal Court.
Develops and maintains an appropriate Customer Care organizational structure that supports the needs of the
business. Selects, supervises, and develops staff through review of performance data, conferences, training,
and performance review.
Establishes and maintains regular written and in-person communications with Customers, City executives, and
GUS department heads regarding customer care initiatives and processes.
Develops and monitors the Customer Care annual operating budget in conjunction with GUS and Finance
objectives.
Manages utility customer related projects including customer and software acquisitions.
Maintains a strong understanding of utility transactions’ impact to the general ledger in order to accurately verify
the posting of all revenue received through the department’s cash collection system; generates bank deposits and
reconciles the general ledger to the utility sub-ledger after all payments are posted; maintains good internal cash
controls.
Maintains a strong understanding of department policies and processes, billing rate structures, and GUS
operations and their effect on the corresponding customer utility accounts in order to provide guidance and
information to customers on specific concerns.
Proactively resolves customer issues and problems by analyzing and interpreting consumption data identifying
root causes and recommending solutions.
Maintains authority to provide solutions to customer issues based on City ordinances, department policies and
guidelines.
Performs other duties as assigned.
MINIMUM QUALIFICATIONS:
Education, Training and Experience Guidelines
Bachelor’s degree from an accredited college or university with major course work in business or public management or
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related field. Eight years of full-time increasingly responsible experience in a government environment. Three years of the
required experience must have been in a supervisory capacity. Three years of the required experience must include
providing quality customer service in a similar work experience.
Knowledge of:
Rate structures and tariffs, Utility System operations, utility usage, and conservation methods
Supervisory and managerial techniques and principals
City and departmental practices, ordinances, policies and procedures
Computer software; customer service procedures
Electric and water industry standards and innovations;
Personnel procedures; supervisory management and problem solving techniques
Leadership styles and how they are applied
Demonstrated ability to make disciplined and successful decisions with the potential to significantly impact budget
and business operations
Municipal government operations; or similar private sector operations; including budgeting, management
structures, political processes, government/corporate ethics and transparency, customer service practices, and
public service delivery.
Ability to:
Supervise the work of others
Communicate effectively with others
Deal effectively with the public
Skill in:
Providing leadership and making sound decisions
Exercising sound judgement in interpretations and decisions
Establishing priorities and organizing effectively
Performing data analysis and problem solving.
Communicating and interacting effectively with executive management, vendors, and other entities
Communicating effectively, both orally and in writing
Calculating services and rate classification for commercial, industrial or residential applications.
Establishing and maintaining effective working relationships.
Reading letters from customers, office memos, manuals and reports; educational and leadership material for
personal and professional development.
Composing customer correspondence.
Clarifying office policies, practices and procedures for customers
Analyzing and interpreting meter reading and consumption patterns.
Examining utility bills for customers and making decisions as to their correctness.
Using computers and related software.
LICENSES AND CERTIFICATION REQUIREMENTS
None
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, crouching, bending, vision,
hearing, talking, use of foot controls.