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Water Customer Relations Manager

City of Fort Worth Fort Worth ,TX
  • Posted: 27 days ago
  • Full-Time
Job Description
The City of Fort Worth Water Department is seeking a high performing, exceptional contributor, and key management team member to replace our recently retired friend and long tenured colleague. The Customer Relations Manager fills a vital strategic and operational leadership role responsible for the continuous improvement and delivery of quality customer service and for providing overall direction for critical daily operational functions within the department.  Under the guidance of the Assistant Water Director in the Customer Care Division and in collaboration with other members of the management and executive teams, the Customer Relations Manager is responsible for building extraordinary relationships and partnerships with our customers, community and business leaders, as well as with affiliates and leaders within every level of City management.    This management position oversees a staff of 94 in a multi-channel contact center environment. The contact center is the primary point of contact for all Water Department customers with interactions via phone, online, fax, email and in the near future by text and a customer portal.  The position has significant levels of responsibility and accountability for operations for multiple teams that include the following sections: Administrative/HR, Billing, Accounting & Audits, Payment Processing, Revenue Collection, Delinquent Account Management, Wholesale City Billing and a high volume Call Center.   Water Customer Relations Manager job responsibilities and direction of duties for this role will include: Ensuring timely and accurate monthly billing, remittance processing, and reconciliation of over 260K retail accounts and 30+ Wholesale Customer accounts which generated over 3M+ billing statements in FY19 Driving customer relationship management practices by providing industry leading service and support for our entire customer base, ensuring effectiveness and consistency in service levels Directing delinquent account management processes to ensure timely collection of over $450M+ in revenues, while maintaining less than 1% bad debt write-off Project management support for major Water Department initiatives including ongoing implementation of a new payment processor, development of a state-of-the-art and highly interactive Customer Portal, and other innovative methods of engaging our customers Directing operations for collection of revenues via various payment methods including cash transactions, check and credit card payments (in person and by phone), electronic file transfers, lockbox payments and payments made via the Water department website Developing and implementing strategies that enhance customer satisfaction as evidenced by JD Power and in-house customer surveys   Minimum job qualifications include: Bachelor’s degree from an accredited college or university with major course work in accounting, finance, public administration, business administration, or a related field 6 years of experience managing multiple operational teams (i.e.: Customer Service Call Center, Accounting & Billing and Administrative/HR teams) in a fast-paced, high volume environment   Preferred job qualifications: Proven management experience in a senior, strategic level role with proven track record of establishing and meeting/exceeding business plan goals, initiatives and KPI’s Excellent oral and written communication skills and demonstrated ability to work with staff at all levels in an organization Ability to use method and data driven approaches and processes to deliver impactful results Ability to manage multiple priorities while maintaining a strong attention to detail   Relocation assistance may be available for the selected candidate
Company Description
The City of Fort Worth currently stands as the 16th largest city in the U.S. and the fastest growing among large cities. Fort Worth has received multiple accolades, including number one Downtown (Livability), top five commercial real estate markets (Urban Land Institute), and the second-best City in the nation for Job Seekers (Forbes). Our employees serve the needs of over 800,000 City residents. We are seeking individuals that reflect our values of exceptional customer service, mutual respect, embracing the diversity of our communities, continuous improvement, ethical behavior, and accountability.

City of Fort Worth

The City of Fort Worth currently stands as the 16th largest city in the U.S. and the fastest growing among large cities. Fort Worth has received multiple accolades, including number one Downtown (Livability), top five commercial real estate markets (Urban Land Institute), and the second-best City in the nation for Job Seekers (Forbes). Our employees serve the needs of over 800,000 City residents. We are seeking individuals that reflect our values of exceptional customer service, mutual respect, embracing the diversity of our communities, continuous improvement, ethical behavior, and accountability.

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