Assistant Director, W&S Utility Customer Operations at DeKalb County in Decatur, Georgia

Job Description:

The purpose of this classification is to assist in overseeing operations and staff involved in billing services, revenue protection, quality assurance, issue resolution, field service, and other customer-related functions for the County's water utility.

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Manages, directs and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining and completing employee performance appraisals.

Assists in the development and implementation of long- and short-term plans, goals, and objectives for assigned areas; and researches, assesses and develops strategies to meet current and future customer service needs.

Assists in the development, implementation and updating of policies and procedures for assigned areas; formulates and develops work methods and practices, policies, standard operating procedures, and training programs; meets with staff to identify and resolve problems; monitors implementation of rules and regulations; and updates policies and procedures as required.

Evaluates the efficiency and effectiveness of assigned areas; runs and/or analyzes reports and statistical information; identifies trends; creates consumer awareness programs that reflect usage trends and other vital information; and makes recommendations for other improvements and changes as needed.

Develops and implements budget for assigned areas; allocates department resources; monitors expenditures to ensure compliance with approved budget; and maintains related documentation.

Consults and communicates with Water System administrators, County employees, outside agencies, customers, and other individuals; reviews operations and activities; receives and responds to customer escalations; reviews and resolves problems; gives and receives advice and direction; makes recommendations; attends and facilitates meetings; and provides information, reports, documentation, etc. as requested.

Minimum Qualifications:

Bachelor�s Degree in Business Administration, Finance, Management Information Systems, or related field (Master's degree preferred); eight years of progressively responsible experience in local government operations, call center management, or closely related field, with three years of management experience for a comparably sized organization or as a deputy director for a smaller organization; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License Certifications: