The Commercial Services Division is responsible for the public-facing Customer Contact Center, Client Services and Premises Services. The majority of these dedicated employees regularly have a direct connection with the combined customer base of the three Cincinnati utilities — Greater Cincinnati Water Works (GCWW), Stormwater Management Utility (SMU), and Metropolitan Sewer District (MSD) — multiple municipalities, as well as commercial, retail, and wholesale clients.
Specifically, the Customer Contact Center Section provides customer service and responds to customer questions and service requests and provides additional billing services and support for other municipalities and contracts. The Client Services Section manages client service and business partnerships and leads or participates in new and renewal contract discussions, development, processing and maintenance. The Premises Services Section is responsible for the inspection of new water service branches and meters, service at water customer premises, issuing permits for temporary water use from fire hydrants, meter testing, and the administration of the cross-connection control program.
GENERAL STATEMENT OF DUTIES:
This employee manages, supervises, assigns, and reviews the work of staff responsible for activities within the Commercial Services Division. Employee ensures work quality and adherence to established policies and procedures and assists in the performance of more technical and complex tasks relative to assigned area of responsibility. Performs related duties as required.
MINIMUM QUALIFICATIONS (KSAS):
(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)
Principles and policies of Commercial Services Division programs and services.
Principles of supervision, training, and performance evaluation of personnel.
Union contract law and related negotiations.
Budget and fiscal procedures of division.
Principles and practices of management.
Pertinent federal, state, and local laws, codes, and regulations.
Data analysis and large computer databases.
Computer operations in performance of job duties.
Operate appropriate computer equipment; use properly all related hardware and software.
Operate assigned vehicle in the course of duty.
Implement and maintain positive employee relations.
Promote and maintain highest integrity throughout all personnel.
Analyze and manage effective EEO/AA programs.
Supervise, organize, and review the work of lower-level staff.
Select, supervise, train, and evaluate staff.
Motivate and generate enthusiasm in employees.
Compile and evaluate pertinent information for producing activity and management reports.
Evaluate financial controls and management controls for division; recommend improvements as necessary.
Interpret and explain city policies and procedures.
Prepare clear and concise reports.
Communicate clearly and concisely, both orally and in writing.
Make effective presentations.
Communicate effectively at all levels, both internal and external to the City, in order to obtain or provide information.
Manage a large customer service project including ability to organize and manage a team, analyze data, monitor budget, meet project milestones, and solve problems.
Effectively manage multiple projects/tasks simultaneously with little supervision, meeting strict deadlines.
Manage own and others time effectively and efficiently.
Compile and evaluate pertinent information for producing activity and management reports; recommend improvements as necessary.
Interpret and explain City, department, and division policies and procedures.
Establish and maintain effective working relationships with City officials, other GCWW managers, vendors and contractors, the general public, etc.
Plan and implement areas of business expansion.
Manage change processes.
Each applicant must have at least five years of progressively responsible work experience in one of the following areas: customer service, customer relations, accounting or a related field and a have a Bachelor's Degree in Accounting, Business Administration, Public Administration, Information Technology, or a related field. A Master's Degree in a related field or professional certification from a recognized professional organization in one of the above professional areas is preferred.
Must have a valid Driver's License.
Must be an excellent communicator and team builder.
May be required to work additional and irregular hours.