LAN Administrator; Information Systems Specialist

General Description

Highly responsible administrative, managerial, and business administration position, reporting to the Assistant County Administrator (Utilities Services). Plan, coordinate, direct, and supervise the activities of the Customer Services Department of the Utilities Services Branch. Work involves Utility Enterprise-wide customer billing and collection; customer account management, payment processing, customer information; customer meter reading, field services, other service data acquisition; and customer affairs program management.

Supervision is exercised over a Customer Services Manager, Customer Affairs Manager, technical staff, and customer service supervisor/representatives. Work also involves system administrative duties for the Utility Enterprise Customer Information System (CIS), along with coordinating computer operations, software applications, and customer-information system applications with the County's Information Technology Department and the Utility Services Branch's Computerized Maintenance Management System (CMMS) for service or work order execution related to customer service requests and dispatch.

Plans and directs all activities of the Customer Services Department. Develops short- and long-range business plans for customer service functions. Evaluates performance indicators, both financial and operational, and directs changes to rectify problems and ensure quality products and high-quality customer services. Manages human-interaction conflicts among employees, supervisors, and customers. Initiates major data management and organization management system changes. Evaluates, recommends, and manages collection efforts for the entire Utility Enterprise customer base and specific actions on large customer accounts relating to delinquent collections.

Conducts meetings with key managers and other department heads for the purpose of discussing new policies, reviewing existing customer service/information methods, and developing procedures that are more efficient. Manages and participates in the preparation and administration of the Customer Services Department budget. Develops Utility information and customer care procedures that result in more efficient operation to improve customer services relationships.

Investigates and resolves the most difficult customer complaints and correspondence and authorizes adjustments to customer accounts. Directs the development and distribution of customer communications regarding utilities policies, practices, procedures, and educational information. Demonstrates continuous effort to improve operations, decrease turnaround times, and streamline work processes for customer care. Works cooperatively and jointly with other County and Utilities Services Departments to provide quality seamless customer service.

Performs related work as required.

Knowledge of the application of meter reading/customer information systems and software-related practices; utility business procedures; research techniques, methods, and procedures. Knowledge of County codes and ordinances pertaining to Utility Enterprise customer services and general County business practices. Knowledge of municipal government functions, procedures, and operations. Knowledge of Utilities Services Branch policies, rules, and regulations. Knowledge of the principles and practices of statistics with particular reference to the application of customer service, financial, and operating statistics.

Knowledge of the principles and practices of public utilities administration.

The ability to analyze problems and make appropriate decisions in accordance with rules and regulations. The ability to work cooperatively with other County employees, customers, and the public, often in stressful situations. The ability to comprehend and make inferences from written material. The ability to gather pertinent facts and statistics, make thorough analysis, arrive at sound conclusions, and report research findings and recommendations in a clear, complete, and logical form.

The ability to produce written correspondence with clearly organized thoughts, using proper English, sentence structure, punctuation, and grammar. The ability to communicate orally with other County employees, customers, clients, or the public in a face-to-face, one-on-one setting and on the telephone. The ability to perform a broad range of managerial responsibilities. The ability to analyze customer service information.

PHYSICAL

SKILLS:

The ability to communicate effectively using speaking, hearing, writing, and vision skills.

Graduation from a four-year college or university with a Bachelor's degree in Business Administration, Public Administration, Computer Science or related field. A Master's Degree is preferred. Six years of progressively responsible, administrative experience in utility customer service and customer information,…