Salary: $50,985.00 - $65,000.00 AnnuallyLocation : IN, INJob Type: Full-TimeJob Number: 11132024Department: Customer ExperienceOpening Date: 11/13/2024DescriptionThe City of Fishers is seeking a Customer Support Manager to manage and own all utility-related customer service for Fishers Utilities. The ideal candidate will be a skilled communicator and have excellent interpersonal skills with the ability to provide information to customers and work closely with the Fishers Utilities billing team to ensure a positive customer experience. A successful candidate will have a background in customer experience and understand the needs and benefits of public service and customer service. General knowledge of procedures for billing and collecting utility fees and excellent technical skills, including Word & Excel is also beneficial. Examples of Duties
- Serve as a bridge between the front-line customer service team and the billing department within the Controller's Office to ensure billing processes are aligned with a positive customer experience
- Coordinate with billing team on upcoming billing changes and necessary communication to residents
- Escalate customer inquiries regarding billing as appropriate, including those related to trash service and the citywide trash contractor
- Answer high volume telephone inquiries, providing detailed information to customers on their sewer and trash accounts
- Answer correspondence and telephone inquiries and provide information to customer of their sewer and trash accounts, including but not limited to:
- Explaining start/stop service
- Balance Inquiries
- Payment Questions
- Late Fee Issues
- Delinquency Notices
- Liens/TRECS Questions
Support Controller's Office as needed with tasks including, but not limited to: - Maintaining & ensuring accurate customer account information
- Ensuring data accuracy and integration between utility billing software and other financial systems
- Delinquency notifications and follow ups with residential and commercial customers
- Run reports and complete data entry and edits as needed
- Learn bill generation process to assist with customer service
- Additional customer support, billing, administrative duties, and other duties as needed for daily operations
Minimum Qualifications
- Bachelor's Degree Required;
- 6 or more years of customer service experience including problem-solving skills with a focus on customer resolution;
- Must have at least one year of experience managing a team;
- Must have experience with billing or be able to quickly learn bill generation process and customer billing support;
- Must be proficient in Word and Excel and able to learn other software and programs;
- Excellent communication skills required;
- High level of problem-solving skills with ability to anticipate customer issues and proactively plan for resolutions required;
- Munis or other financial accounting systems experience a plus.
Our employee benefits convey a commitment to a quality work-life balance and employee fulfillment.The City of Fishers is consistently recognized as a Best Place to Live and is known for being smart, vibrant, and entrepreneurial. One of the fastest-growing areas in Indiana; the City prides itself on having a qualified, professional staff dedicated to serving the community.For more benefit information go