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Customer Service Operations Manager
2 months ago
Overview:
Join the City of Chicago as a Customer Service Operations Manager, where you will play a pivotal role in overseeing customer service initiatives within the Department of Finance, specifically in Citation Administration. This position is essential for ensuring effective communication and resolution of customer inquiries and concerns.
Key Responsibilities:
- Lead and supervise a team of customer service representatives dedicated to addressing billing inquiries and complaints.
- Handle customer inquiries through various channels, including phone, email, and written correspondence, regarding citation and billing matters.
- Investigate and resolve account-related issues, providing accurate information to customers.
- Prepare and draft official correspondence, including collection notices and administrative releases.
- Analyze reports to identify overdue accounts and implement strategies for debt recovery.
- Manage account holds and adjustments based on payment status.
- Compile customer feedback through surveys and recommend improvements to enhance service quality.
- Coordinate with external contractors to ensure timely responses to customer inquiries.
- Process administrative release requests from municipal and governmental entities.
- Review payment documentation to facilitate the release of immobilized vehicles.
- Monitor and report on collection efforts for delinquent accounts.
- Evaluate and process refund requests for various payment methods.
Additional Information:
This role may require additional responsibilities as necessary.
Work Schedule:
Standard business hours, Monday through Friday.
Qualifications:
Applicants should possess a minimum of three years of experience in customer service or a related field, or an equivalent combination of education and experience. Preference will be given to candidates with supervisory experience and a background in debt research.
Selection Process:
Candidates will undergo an interview process that may include a written assessment and skills evaluation. The selection will be based on qualifications and performance during the interview.
Commitment to Diversity:
The City of Chicago is dedicated to fostering a diverse workforce and encourages applicants from various backgrounds to apply.
