The Irvine Ranch Water District is hiring for a people-first, creative, and problem solving Customer Service Manager in our Customer Service Department.

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I*rvine Ranch Water District (IRWD): Established in 1961 as a California Water District under the provisions of the California Water Code, IRWD is an independent special district serving central Orange County. IRWD provides high-quality drinking water, reliable sewage collection and treatment, ground-breaking recycled water programs, and environmentally sound urban runoff treatment to its customers. As an independent, not-for-profit public agency, IRWD is governed by a publicly elected five-member Board of Directors. Board members are elected from five divisions and serve four-year terms. The Board is responsible for the District's policies and decision-making. Day-to-day operations are supervised by the General Manager.

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The Department: *The mission of the Customer Services Department is to provide high quality customer services with an unwavering commitment to our internal and external customers. The Customer Service Department performs services for activities associated with residential and non-residential water and sewer services.

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The Position: * The Customer Service Manager reports to the Executive Director of Finance & Administration and manages four (4) Customer Service Supervisors and thirty-one (31) Call Center and Field staff. The Customer Service Manager is responsible for directing, planning and organizing all activities pertaining to residential and non-residential water and sewer services, meter readings, and related field activities, including problems regarding leaks, lack of water complaints, water quality, sewer problems, odor, and pressure problems to ensure the efficient operation of the Customer Service department.

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Selection and Pre-Placement Processes: *Applications will be screened carefully, and selected applicants will be invited to an interview. The selected candidate must complete a reference check/employment verification, background investigation, and pre-employment medical exam.

Summary of Duties

• Work with customer service staff (office, field, reception desk, cashiering and mailroom) to ensure a high-performance, customer service-oriented work environment that supports achieving the department’s and District’s mission, objectives and values regarding teamwork for both internal and external customers.

• Comply with District safety work-related practices and attend relevant safety training.

• Select, train and review performance of staff members and make appropriate recommendations regarding salary adjustments, promotions, and disciplinary action.

• Manage and direct the meter start and stop service activities for new and existing services, problem and delinquent accounts and shut-offs for non-payment. Ensure requirements for shut-offs comply with legal requirements.

• Responsible for maintaining billing schedule, timely resolution of billing problems and adjustments to accounts.

• Manage any government related assistance program participation for customers as appropriate.

• Manage outside contractors for functions related to contract meter reading services, electronic bill printing, presentment and payments, and other services as appropriate.

• Manage and assist in responding to difficult and complex customer inquiries in-person, by telephone and e-mail.

• Oversee answering service to ensure after hours’ coverage for District field problems.

• Responsible for department input to District’s strategic, tactical, and operational measures.

• Prepare the department operational budget, and manage the department within approved budget guidelines.

• Maintain a current department Procedure Manual for use within the department and initiate changes as needed.

• Collect and analyze customer satisfaction survey and other data as necessary.

• Interface with Information Services department and recommend and coordinate modifications and additions to the Oracle Customer Care and Billing (CC&B) software application to meet department and District requirements. Provide adequate testing as required prior to implementation.

• Attend Board of Directors and Committee Meetings as required, make presentations, and provide input/expertise regarding customer service issues.

• Perform special projects and assignments, or other related duties as assigned.

Qualifications

Education:

• A combination of education and experience equivalent to a bachelor’s degree in public administration, public relations, business administration, or related field is required. For degrees obtained outside of the U.S., an official equivalency evaluation is required.

• *Experience:

• Six (6) years of experience, including three (3) years at the supervisory level, preferably with a public utility service, with an emphasis in Customer Service or Public Relations.

License and Certifications:

• Depending on assignment, a valid Class 'C' California Driver's License may be required.

Additional Information

The physical and mental demands described below are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability and Interpersonal Communication
Ability to communicate effectively, both orally and in writing, with all levels of office/field employees and management. Represent District in a professional manner when dealing with outside customers and suppliers. Ability to explain, demonstrate and clarify to others within well-established policies, procedures, and standards, as well as the ability to follow specific instructions and respond to simple and difficult requests from others. Prepare clear and concise written reports and correspondence.
Mathematical Ability
Ability to add, subtract, multiply, and divide and calculate percentages, decimals and fractions.
Technology Ability
Proficient in the use of MS Office Suite (Word, Excel, PowerPoint). Keyboarding abilities sufficient to perform the job. Experience with Oracle Customer Care and Billing System (CC&B) is preferred.
Judgment and Situational Reasoning Ability
Ability to use good judgment in performing influencing functions such as supervising, managing, leading, teaching, and directing assigned staff. Ability to use good judgment in decision making with customers. Ability to remain calm in crisis and emergency situations. Ability to use discretion when handling and disseminating sensitive information.
Physical Requirements
Regularly required to sit, bend, stoop and stand. Occasionally required to lift up to 20 lbs. on a routine basis.
Environmental Adaptability
Noise level is generally equivalent to a typical office environment. Ability to work in an environment that may expose employee to toxic or other materials in the field. Exposure to elements of the weather and animals.

To submit an application, click on the green* "APPLY" *button at the top right of the screen.

For a complete job description, click here.

For more information regarding our benefits, click here.

Job Type: Full-time

Pay: $9,425.00 - $13,239.00 per month

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