Specific
Responsibilities

Coordinates with the Customer Service Supervisor to plan,
assign, supervise\s, train, review and evaluate the work of employees
engaged in, Collections, Customer Service Department, and service orders;
Plans both the day to day operations and long range directions
of the Customer Service Department
Assists staff in resolving customer disputes.
Discusses or corresponds with customers in regard to
complaints about service; recommends changes and improvements; develops
improved work techniques and operating procedures; and prepares
correspondence and written reports as required
Assists in preparing the Customer Satisfaction survey
Reports customer service metrics monthly for the board reports
and enterprise dashboards.
Directs the work of office staff
Establishes internal controls in accordance with standard
audit requirements; confers with the Controller at SJW and advises
management relating to the interpretation and enforcement of applicable
regulations, policies and procedures.
Receive and process information in a confidential manner as
directed in accordance with established procedures and disseminates
Develops and implements departmental goals, objectives, and
priorities through other supervisors; coordinates departmental
functions/projects; recommends and executes procedures and practices to
improve operational efficiency in Customer Service
Develops and maintains Customer Service Quality Assurance
Program
Participates in the selection and assignment of personnel
Prepares and administers performance evaluations on
subordinates
Develops and implements departmental goals, objectives, and
priorities through other supervisors; coordinates departmental
functions/projects



Required
Knowledge Skills & Abilities

Knowledge of supervisory principles and practices
Application of generally accepted accounting principles, budgeting, cash management, internal control compliance, accounting, and financial issues.
Knowledge of practices and procedures applied to meeting and dealing with the public and handling customer complaints
Extensive administrative competency in planning, budgeting and staff supervision and development.
Skill in analyzing complex problems, evaluating alternatives, and making sound independent judgments within established guidelines.



Required
Education and Experience

A Bachelor's degree or equivalent in business, finance, accounting or a closely related field or with seven to ten years' experience in a related management position which has included a variety of accounting functions, staff supervision, and executive level interface.