• Job Description

  Req#: 5013506
  WHO WE ARE
  
  At the City of High Point, we celebrate the creator in everyone. Building on our rich cultural history steeped in industrialism and innovation, our employees seek not only to transform themselves, but the world around us. We are collaborators, we are makers, we are visionaries.
  We invite you to explore the many opportunities to serve our community, by sharing your talents, skills, and expertise. You’ll be joining a dynamic team of over 1,300 individuals dedicated not just to making a career, but a difference; because what we create in High Point, changes the world!
  
  OUR CORE VALUES
  
  • Integrity: Saying what we mean and consistently doing what we say with no desire other than the good of the citizens we serve. It means standing up for beliefs.
  • Responsibility: A continual process that emphasizes a high level of personal accountability by each member of the organization.
  • Partnership: Adding competitive value and quality to the services provided to our residents, businesses, and visitors through responsible fiscal stewardship, increased innovation, greater use of technology, and expanded civic, neighborhood and regional partnerships.
  
  WHAT WE OFFER
  The City of High Point offers a competitive salary commensurate with education and experience. We also offer generous benefits for full-time employees which include but are not limited to:
  
  • A guaranteed monthly pension upon retirement, vested after 5 years of service
  • Competitive medical, dental, and vision plans effective day one
  • 401K and 457B Retirement Plans
  • PTO earned within first year
  • 12 Paid Holidays per year
  • Tuition Reimbursement Plan
  
  YOUR PURPOSE
  The Customer Service Manager is responsible for managing the daily internal operations of the Customer Service Department, ensuring efficient and effective delivery of services related to customer support, billing, collections, and cashiering. This role involves planning, organizing, and supervising a diverse team while exercising sound judgment and effective decision-making. The manager ensures compliance with established policies and procedures and maintains a high standard of customer service. Direct supervision is provided to Customer Service Supervisors and/or Leads, with oversight of Customer Service Representatives (phone center and walk-in), Cashiers, Collections and Billing staff, and Customer Service Dispatch personnel.WHAT YOU’LL DO
  
  • Manages the operations of the contact centers (phone and walk-in), as well as cashiering, billing, collections, and related service functions.
  • Oversees the receipt and processing of payments for Inspections, Solid Waste, Community Development, and utility accounts.
  • Reviews and approves complex utility bill adjustments and customer refunds.
  • Investigates and resolves escalated or sensitive customer service issues.
  • Assigns tasks and projects to staff, providing clear direction, support, and timelines.
  • Responds to customer inquiries and complaints related to billing and service.
  • Prepares correspondence related to customer accounts and general office operations.
  • Develops, recommends, and implements changes to policies and procedures to improve service delivery.
  • Participates in the hiring process, including interviewing candidates and onboarding new staff.
  • Oversees training of new employees to ensure consistent and accurate service.
  • Approves supply requisitions and monitors divisional budget expenditures.
  • Reviews and verifies payroll and maintains personnel documentation for accuracy.
  • Conducts employee performance evaluations and recommends disciplinary action as needed.
  • Identifies and recommends staff for promotions based on performance and merit.
  • Ensures all operations are conducted in compliance with OSHA and City safety standards and policies.
  
  REQUIRED QUALIFICATIONS
  
  • Strong leadership and supervisory skills.
  • Excellent communication, conflict resolution, and problem-solving abilities.
  • In-depth understanding of customer service operations, billing, and collections processes.
  • Ability to manage multiple priorities and make sound decisions under pressure.
  Education and Experience Requirements:
  
  • Bachelor’s degree with at least two years of related experience, or
  • Associate’s degree with at least four years of related experience, or
  • High school diploma or GED with at least six years of related experience.
  • Five (5) years or more of work experience in customer service.
  • Three (3) years or more of supervisory experience.
  Additional Requirements:
  
  • Must possess and maintain a valid driver’s license.
  PREFERRED QUALIFICATIONS
  
  1. Proficient in Cayenta Customer Information System (CIS)
  2. Knowledge and experience in utilities utilizing Advanced Metering Infrastructure (AMI)
  3. Experience in collections and billing practices
  4. Experience in call center management practice and procedures
  OUR COMMITMENTS
  The City of High Point is dedicated to fostering a work environment that values individuals from all backgrounds and seeks to attract and retain the most qualified partners in service to the citizens of High Point. As an at-will employer, the City allows employees to terminate their employment, or be terminated at any time, with or without cause, as long as it is not prohibited by law.
  The City of High Point is committed to classifying and compensating its employees fairly for the work they do, weighing both the internal capabilities and the external market. While the job description is not intended to and does not create a contract of employment, we are excited to use this “living document” as a guide for managing performance and positions to ensure job descriptions are reflective of the current work required by the incumbent or expected by any candidate to whom an offer of employment is extended.
  The City of High Point is committed to providing a safe, comfortable working environment for all employees. To that end, we are proud to comply with all Occupational Safety and Health Administration (OSHA) requirements, as well as make reasonable accommodations to candidates and employees as we are able in accordance with the Americans with Disabilities Act (ADA). Candidates selected for employment must undergo (a.) a drug screening, in accordance with the City’s drug and alcohol policy and (b.) a background screening to determine whether there is any current, pending, or previous charge, conviction or other infraction deemed incompatible with service in the capacity for which the candidate is being hired. Certain positions are considered so critical to the health and safety of others that a candidate cannot be placed in any of those positions without passing a pre-placement physical exam. Successful results from these conditions will result in an offer of employment.
  Application Deadline: If interested, we encourage you to apply as soon as possible. This position may close earlier than the stated deadline due to high applicant volume.

• About the company

  Creating the single most livable, safe, and prosperous community in America.

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