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Job Description
| MANAGER, UTILITIES CUSTOMER SERVICE |
Job Code: 8861
Pay Grade: 945
FLSA Status: Exempt
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| General Functions |
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This position provides leadership and oversight in the various functions of the Utilities Customer Service Division, including working closely with the executive leadership team in providing excellent and cost-effective customer services for our customers, constituents and guests of Orange County. Responsible for the accurate and timely monthly billing of all utility customers, the collection of all utility revenues, and the posting and reporting of all utility payment transactions.
Work is performed with considerable independence under the supervision of the Assistant Director or designee and performance is reviewed through observation of results achieved and reports.
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| Representative Duties /Assignments |
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Duties may vary based on area of assignment. The following are representative duties, it is not the intent to capture all duties performed by this classification.
- Direct the day to day activities of the Customer Service Division including Billing, Call Center, Cashiering, Credit & Collections, Customer Information Systems (CIS), Development, Dispatch, and Meter Services.
- Interpret and ensure compliance with County policies, regulations and covenants and make recommendations for change, if warranted to ensure that customers are treated equitably and that all stakeholders to include Risk, HR, Legal, etc. are incorporated into decision making as required.
- Prepare, coordinate and review division consent agendas and discussion reports for presentation to the Director. Prepare presentations and meet with the County Mayor, County Commissioners, and County Administration on Customer Service related matters as required.
- Provide direction and input on service delivery to meet business opportunities and anticipate customer needs and changing preferences to continuously improve upon levels of service.
- Oversees the planning and implementation of technology driven solutions where feasible.
- Responsible for all written correspondence and inquiries from other divisions and departments, government agencies, and the public. Takes direct action or makes recommendations to the Director when appropriate.
- Prepare and monitor division budget consistent with County, Department and Division objectives.
- Directly responsible for personnel matters within the Division, including hiring, corrective action, training and development, performance appraisals and related activities.
- Acts as designee for the Utilities Director in the administration of customer liens.
- Performs other related duties as assigned.
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| Minimum Qualifications |
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Bachelor’s Degree from an accredited institution in Business administration or a related field of study and seven (7) years of customer service experience in a municipal water, wastewater or solid waste utility, four (4) years out of the seven (7) should be in a supervisory capacity. A Master’s degree from an accredited institution in Business administration or related field can be used to substitute for two (2) years of the required experience. In lieu of the degree requirements additional relevant experience may be substituted on a year for year basis.
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| Preferences |
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Null |
11/24/2025
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