Customer Service And Operations Manager

Customer Service And Operations Manager

Salary

Depends on Qualifications

Location

City Hall 415 Broad Street, Kingsport, TN

Job Type

Full Time Regular

Job Number

2026-7-20

Department

Finance

Division

Customer Service

Opening Date

07/20/2026

Closing Date

8/2/2026 11:59 PM Eastern

• Description
• Benefits

Purpose

To ensure daily processes run smoothly, efficiently, and in compliance with regulations. Key responsibilities include managing staff, overseeing transaction processing, billing and revenue collection, mitigating risk, implementing policies, and enhancing customer service. Performs a variety of professional accounting work in verifying, analyzing, and reporting financial transactions. Requires strong analytical, leadership, and communication skills, coupled with a deep understanding of cash handling, billing processes, technology, and regulatory requirements.

Decision-Making Authority:

With guidance from the Chief Financial Officer and the Assistant Finance Director who oversees daily operations, this position exercises significant independent judgment and discretion in managing daily customer service and billing operations. The Customer Service and Operations Manager is authorized to interpret and implement policies and procedures; establish operational priorities; approve workflow changes; resolve complex customer service and billing issues; recommend and implement process improvements; and make decisions impacting revenue collection, internal controls, and service delivery, within established laws, regulations, and organizational guidelines. Major policy changes or budgetary decisions are reviewed with the Chief Financial Officer and Assistant Finance Director.

Supervisory Scope:

Supervisory responsibilities include providing hiring recommendations, training, scheduling, performance evaluations, coaching, discipline, and ensuring adequate staffing coverage. The position assigns and reviews work, monitors operational performance, ensures compliance with policies and procedures, and fosters a productive, accountable, and customer-focused work environment across assigned service areas.

Essential Functions

• Plans, organizes and directs the functions and activities of the Customer Service and Billing department.
• Directs and evaluates assigned staff to ensure adherence to established policies, procedures and standards.
• Streamlines day-to-day frontline operational processes and transactions to ensure efficiency and accuracy.
• Provide leadership, training, and performance management to Customer Service Operations and Billing teams.
• Reviews current policies and procedures for efficiency and compliance purposes and implement process and productivity improvements.
• Assists and directs Customer Service and Billing Supervisors.
• Responsible for all billing, payments and other revenue streams and the posting of these transactions to the general ledger;
• Oversees billing and collection of City property taxes.
• Oversees the outstanding property tax collection in coordination with the delinquent tax attorney.
• Oversees billing and collection of utility fees.
• Reviews and oversees rate tables in various billing applications for accuracy.
• Establishes and adjusts amounts for outstanding receivables estimated to be uncollectible.
• Develops procedures and processes to ensure collection of revenues due to city.
• Resolves customer complaints.
• Maintains subsidiary, general ledger, budgetary and control accounts.
• Prepares appropriate journal entries and adjustments.
• Prepares reports relating to account status, including monthly and annual financial reports for the City.
• Supervises the accrual of revenues at year-end and verifies the accuracy of the entries.
• Audits and examines documents including purchase vouchers, cash receipts and disbursement vouchers.
• Reviews or prepares monthly reconciliations to control accounts.
• Verifies supportability of financial transactions in accordance with established laws and regulations.
• Examines financial statements for accuracy and completeness.
• Assists with year-end closing.
• Prepares special financial studies and reports.
• Maintains system control files and updates system applications.
• Responds to request for financial information.
• Assists independent auditors during the preparation and review of annual financial reports.
• Performs other duties as assigned.

Qualifications

• Ability to identify operational inefficiencies and develop effective solutions.
• Ability to manage teams, facilitate change, and communicate complex information clearly.
• Ability to set priorities to meet established deadlines and changing deadlines.
• Knowledge of accounting transaction practices and procedures and related federal, state and local laws and regulations.
• Ability to interpret and apply laws, regulations and guidelines in analyzing financial transactions.
• Initiative to improve financial processes.

Education and Experience

Minimum of five years of experience in finance, accounting, banking, or related field; three years of experience in a supervisory capacity required. Certified Municipal Finance Officer (CMFO) required or the ability to obtain within two (2) years of employment. Bachelor's degree in Public Administration, Finance, Accounting, Economics, Business Administration, or related field preferred.

The City of Kingsport does not discriminate on the basis of race, color, religion, creed, ethnicity, national origin, sex, disability, age, status as a protected veteran, or any other class protected by Federal or State laws and regulations.

RETIREMENT- TCRS Hybrid Plan: Participation is mandatory. No waiting period. Plan is a combination of a defined benefit plan and a defined contribution plan. The defined benefit plan consists of a 5% mandatory contribution from the employee and a 4% employer contribution. Employee is also auto-enrolled at 2 % in the defined contribution plan with the City contributing 5%. Employee has the option to increase or decrease his/her defined contribution percentage.

VACATION: Vacation accrual is based upon your length of service with the Ctiy Of Kingsport. New employees will receive upon hire date one (1) week vacation, and will accrue 6.67 hours per month with the exception of Firefighters who accrue 12 hours per month. Vacation is available for use as it is earned.

HOLIDAYS: The City of Kingsport offers 12 paid Holidays per year: New Year's Day, Martin Luther King, Jr., Good Friday, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve, Christmas Day, and Floating Holiday (1 day). There is no eligibility period to qualify for Holiday pay.

SICK HOURS: Employees accrue eight (8) sick hours at the end of each month worked. Sick hours may be used for personal or immediate family illness up to a maximum of 1040 hours per calendar year. In addition, sick hours may also be applied toward early retirement (see TCRS rules for retirement for further information).

LIFE INSURANCE: The City of Kingsport provides all full time employees Term Life Insurance at no cost. The coverage amount is equal to one (1) times your annual base salary.

SUPPLEMENTAL LIFE INSURANCE (optional):- Full time employees also have the option to elect Supplemental Life Insurance coverage at an additional one (1) times their annual base salary. Rates are based upon your age and annual salary.

DEPENDENT LIFE INSURANCE (optional): Full time employees can elect Term Life insurance for their dependents at either $5,000 or $10,000 amounts. The cost elect coverage for their dependents at $.64 per pay period for $5000; $1.28 per pay period for $10,000.

LONG TERM DISABILITY (optional): Carrier is MetLife. Monthly premium cost is shared 50/50 by employee/City. Eligible after 90 days of employment. Covers 60% of your monthly earnings up to a maximum of $7,500.00. Pays until you are approved for social security disability or until you return to work. Benefits begin after 120 days of consecutive disability

HEALTH INSURANCE (optional): Carrier is BCBST, network S. Full time employees have the option to select from two (2) plans (Standard Plan and Basic Plan). Premium cost is shared by employee/City.

EMPLOYEE HEALTH CLINIC: Provider is Premise Health. Confidential. Available to employees/dependents who are covered under the City's health care plans (BCBST). Clinic treats both acute and chronic conditions and can prescribe medications, provide annual physicals, health coaching, lab work, and much more. No co-pays, no deductibles, and no cost for select generic medications dispensed on-site.

DENTAL INSURANCE (optional): Carrier is Delta Dental. Premium cost is paid by employee. Annual maximum coverage of $1,000 per member which increases by $100 per year up to a maximum of $1,500 provided member has at least one preventative procedure performed each plan year.

VISION INSURANCE (optional): Carrier is Davis Vision. Premium cost is paid by employee. Annual eye exams, lenses and lens upgrades, frames, contacts.

FLEXIBLE SPENDING ACCOUNT (optional): Carrier is Flores. Contribution amounts are pre-tax. Healthcare and Dependent Care options. Employees can contribute up to the allowed IRS maximum amounts. Healthcare rollover of up to $610 for plan year 2024.

EMPLOYEE ASSISTANCE PROGRAM: 2 programs: Ballad Health and Ulliance, Inc. Available to Full time employees. Provides confidential mental health and substance abuse services and much more.

EMPLOYEE PHYSICAL WELLNESS PROGRAM: Provider is Cora. Available to all regular full time and part time employees at no cost. Provides a regiment of treatment when employees experience minor musculoskeletal disorders due to life's everyday stresses and strains.

KINGSPORT AQUATIC CENTER: Free membership for full time employees elected in the City's medical plan. Discounted rates for employees and their family.

GYM MEMBERSHIPS (optional): City will reimburse 50% of individual membership rate each quarter. Reimbursement is based on an attendance requirement.

AIR MED (optional): Provider is AirMed. Memberships can be elected in 1, 3, 5, or 10 year increments. Provides air ambulance services for a life or limb threatening emergency to an emergency medical treatment facility.

ACCIDENT INSURANCE (optional): Provider is Trustmark. Supplemental accident insurance that pays you cash directly to help pay for treatment for covered accidents.

CRITICAL ILLNESS INSURANCE (optional): Provider is The Standard. Insurance that helps cover out of pocket expenses associated with a serious illness. Helps fill the gaps caused by these out of pocket costs. Pays you for completing certain health screenings.

UNIVERSAL LIFE/LONG TERM CARE: (optional): Provider is Trustmark. Whole Life Insurance policy that includes a long-term care benefit that can help you pay for services at any age. Benefit never reduces due to age.

TUITION REIMBURSEMENT: Full-time, non-probationary employees are eligible to request tuition reimbursement for courses that are work-related and improve the skills required by employees in their employment. Reimbursement will be provided after eligible expenses remaining are unpaid from other financial aid/assistance (scholarships/grants).

• Undergraduate Courses: up to $1,000 per employee per semester/$3,600 in a fiscal year
• Graduate Courses: up to $1,200 per employee per semester/$3,600 in a fiscal year

Employer City of Kingsport

Address 415 Broad Street

Suite 319

Kingsport, Tennessee, 37660

Phone 423-229-9401 ext 4

423-224-2471

Website http://kingsporttn.gov