Customer Service Manager
$55,200 - $99,200
Summary of Position: The Department of Finance, Bureau of Revenue Collections is seeking an experienced Customer Service Manager. The successful candidate must be an experienced professional with proven success in billing and customer service management in a public or private organization. The successful candidate will direct, plan and coordinate the activities of the Bureau’s Billing and Customer Service Unit, which includes tax billing, parking fine collection, business licensing, refunds and adjustments, and a customer service call center. The successful candidate will initiate necessary steps to meet critical deadlines to ensure that all City bills (over 99) comply with local and state regulations, are accurate and are mailed within the time prescribed by law; create a culture that’s results driven, serves customers and emphasizes teamwork; and bring about positive strategic change within the organization. Work of this class involves supervising the activities of subordinate supervisors and paraprofessional accounting and clerical support work units.
The salary is commensurate with education and experience. A competitive benefits package is offered that includes health, life, prescription, vision and dental insurance and 11 paid holidays.
Key Responsibilities
• Resolving complex customer account problems and authorizing payment adjustments to customer accounts in accordance with City and State fiscal and tax laws and regulations ad City policy.
• Performing frequent quality assurance review of bills formats and calculations for various bills prior to mailing to ensure that there are no irregularities as a result of programming errors or changes and that the calculations comply with the law
• Conducting on-site business license inspections
• Reviewing, recommending to superiors and implementing administrative, organizational and technical policies and procedures
• Formulating long-range plans and policies based on customer service, collection, data record keeping, billing and licensing needs and statistical work and operational trends
• Reviewing production records, workload statistics and similar information for the preparation of periodic reports and work schedules, for the identification of work cycles and for the distribution of workloads and for the promotion of uniformity of operations
• Researching and writing complex narrative and statistical reports
• Reviewing, interpreting and recommending new, revised or amended organizational policies, practices and procedures to ensure program efficiency and compliance with all applicable laws and regulations
Minimum Education and Experience (or an equivalent combination):
• Bachelor’s degree from an accredited college or university in Business or Public Administration or a related field; and
• 8 years of customer service management experience in a large governmental, banking or collections industry including 5 years of experience in evaluating the performance of, disciplining and recommending the hiring, firing and promoting of subordinates.
• At least two years of demonstrated experience in managing a call center is preferred
How To Apply: Interested individuals should submit a resume specifically addressing qualifications relevant to this position with a cover letter and salary requirements to:
Department of Finance
City Hall, Suite 454
100 Holliday Street
Baltimore, MD 21202
Attn: Barbara Berry, Personnel Administrator
barbara.berry@baltimorecity.gov
Please specify “Customer Service Manager” in the subject line of your email.
Closing Date: November 30, 2009
This position requires satisfactory completion of drug and alcohol screening. Selected applicant will be subject to a criminal background investigation.
Non-Classified Position
An Equal Opportunity Employer
