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Customer Service Manager

Department of Job Listing: 
Department of Management
Salary Range: 

Salary Range: $53,809.60 - $72,051.20

General Function: 

Performs work of a professional nature utilizing skills, knowledge and abilities normally acquired prior to assuming the position.  The employee is responsible for developing and implementing a positive customer relations strategy and promoting a positive customer experience for those who interact with the City and its related agencies.  This is a Department Head level position that will work with all  departments to proactively identify and mitigate adverse customer service procedures and to resolve escalated customer service concerns, while also serving as a resource for the Mayor and Council and senior management.

Essential Duties: 
  • Responsible for devising a city-wide customer service strategy and integrating this strategy with the City’s overall marketing efforts.
  • Ensures that customer experience is prioritized while not sacrificing important financial, regulatory or redevelopment priorities.
  • Develops and delivers regular customer service training for customer-facing employees.
  • Identifies trends and works to determine whether policy, staffing or process changes can be implemented to improve overall customer service levels.
  • Works directly with Utility Billing. Municipal Court, Code Enforcement, Permitting, the Community Center and other functional areas having direct customer interaction.
  • Develops and revises forms, signage and informational materials to better achieve customer service goals.
  • Working environment is primarily indoors in a climate-controlled office, some exposures to outdoor weather conditions may be necessary as required.
  • Performs related duties as assigned or required.

 

Minimal Acceptable Qualifications: 
  • Five (5) or more years of progressively responsible experience in a customer service oriented setting.
  • Knowledge of basic administrative skills including word processing and spreadsheets.
  • Ability to prepare and present reports in a clear and concise manner, including charts and graphs when required.
  • Ability to communicate clearly and concisely, both orally and in writing.
  • Ability to establish and maintain effective working relationships with other employees of the City as well as citizens, contractors and other professional contacts.
  • Ability to operate assigned equipment.
  • Possession of a valid Oklahoma State Driver license with a driving record acceptable to the City’s insurance carrier.
  • Ability to work overtime when necessary.
  • Ability to handle stressful situations, maintaining tact and diplomacy during potentially hostile situations with irate customers.
  • Possession of a high school diploma or GED.

 

 

SUPERVISION GIVEN AND RECEIVED:

 

Performs duties under the direct supervision of the Deputy City Manager. 

 

Does not regularly supervise employees.

Additional Desirable Qualifications: 
  • Bachelor’s degree from an accredited college or university in Public Administration, Management or related field. 
  • Experience with one or more of the following: 1) utility or public service billing office, 2) municipal court clerk operations, 3) municipal permitting and/or inspections, 4) nuisance code enforcement, 5) public recreational facilities.

 

Supervision Given and Received: 
  • Performs duties under the direct supervision of the Deputy City Manager. 
  • Does not regularly supervise employees.