Essential Functions: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Essential duties and responsibilities may include, but are not limited to, the following:

• Manages, monitors, and oversees the daily operations of the Utility Customer Service Department; ensures and encourages the provision of timely and accurate service to external utility customers and internal utility departments.

• Participates in hiring, training, evaluating, and disciplining procedures and situations; makes hiring recommendations and provides extensive performance feedback; monitors the output of the department to ensure quality customer service care.

• Oversees, supervises, and evaluates the reading of utility meters, the preparation of customer bills, and the receipt of revenue for utility services.

• Coordinates, manages, and monitors processes dealing with customer requests for connection and disconnection of utilities services; resolves customer issues and complaints that are escalated, and meets with customers who have unresolved concerns.

• Organizes, oversees, and coordinates work with business systems analysts and Information Technology personnel regarding billing, collections, customer history, and statistical reports.

• Assists, manages, and provides direction in the preparation, administration, and management of the department budget; maintains records, prepares reports, and is responsible for administrative details.

• Supervises, directs, monitors, and quality checks work performed by credit and collections, billing, meter reading and customer service personnel to ensure all designated schedules and workloads are met.

• Assists in administering policy within the division; participates in the development, implementation, and administration of policies and procedures to enhance the delivery of services for the Customer Service department.

• Directs, oversees, and manages studies and analyses of accounting and billing systems; identifies problems, addresses concerns, and makes recommendations to correct problems and create better efficiency.

• Coordinates, collaborate, and communicates with other divisions to ensure uninterrupted delivery of services and customer care.

• Fulfills limited Customer Service Director responsibilities during the director's absence

• Performs other duties as assigned.