Position Description The first review of applications will take place on August 7, 2024. Do you thrive in a fast-paced environment where innovation meets exceptional customer service? Tacoma Public Utilities is seeking a dynamic and committed leader to join our team as the Customer Service Assistant Division Manager! In this position, you'll play a pivotal role in shaping the customer experience for over 180,000 customers across multiple channels and ensuring the safe and secure collection of over $250+ million i n payments annually. Overseeing 7 direct reports, you will work closely with the teams to support customers in all aspects from billing, to payment, to collections and bankruptcy.
Here's why you'll love this role:- Make a real impact: Lead a team of 70 dedicated professionals, ensuring exceptional service for phone calls, lobby visits, and email communications.
- Be an innovative leader: Drive strategic initiatives, foster a culture of continuous improvement, and champion technology projects that enhance the customer experience.
- Develop your team: Empower and mentor your staff, fostering a growth mindset and creating a rewarding work environment.
- Be a champion for customer satisfaction: Ensure clear communication and consistent service delivery, exceeding customer expectations at every touchpoint.
- Build strong relationships: Collaborate effectively with staff, stakeholders, and labor management to achieve shared goals.
The Ideal Candidate:- Proven track record of success in high-volume customer service environments
- Exceptional leadership, coaching, and mentoring skills
- Experience supervising and working in a highly union represented environment
- Ability to manage complex situations and de-escalate issues professionally
- Available 24/7 for emergency operations related to service outages
Responsibilities Include:- Oversee the development of performance metrics and current and/or potential policies, practices, and regulations to determine effectiveness
- Ensure compliance of policies, practices and regulations
- Collaborate with various city departments including City Treasurer’s Office and Legal to ensure that all regulations are met, and any payment issues are resolved
- Partner with Utility Technology Services to implement new technology and improve operations through changes to existing technology
- Resolve escalated issues presented by staff, Executive or Council offices, or through direct customer communication, including, issues which may involve exceptions to policies or procedures
- Assume responsibility for budget and tracking expenses; analyze and manage cost/benefits and operational strategy assessments
Qualifications Minimum Education* Bachelor's degree in business or public administration, communications or directly related field
Minimum Experience* 6 years of progressively responsible customer service experience including 1 year prior as supervisor or manager
*Equivalency: 1 year of experience = 1 year of education
Desired Qualifications: - 5+ years managing a high volume, complex, multi-channel contact center
- Experience with change management and implementing new technology applications
- Experience supervising or leading teams within a utility or public sector agency in a unionized environment
- Knowledge of complex billing, collections and bankruptcy
Selection Process & Supplemental InformationThis recruitment is being managed by Joanna Hambrick; if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn !
City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.
Apply
Interested individuals should
apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.
Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.
If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 before 4pm on the closing date of this posting.
The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Employees' Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.
Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.
Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age26 or younger.
Vision Coverage: For eligible employees and their eligible dependents.
Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.
Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.
Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.
Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees' Retirement System. Information on the Tacoma Employees' Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.
Other Employment Information
Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.
Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.
Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.
Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.
Closing Date/Time: 8/21/2024 5:00 PM Pacific
