Community & Position Summary
   The Village of Lisle is seeking an ambitious Customer Service Manager to join the dynamic finance team. This individual will supervise the Customer Service Center and report to the Finance Director. The Customer Service Manager is responsible for utility billing, cash management, and supporting the customer service representatives to best serve the residents of Lisle. 
   Lisle is a vibrant and dynamic community located in Chicago’s western suburbs with significant economic opportunity and a high quality of life.  Called “The Arboretum Village,” the community is situated along the prestigious I-88 Corporate Corridor just 26 miles west of Chicago’s loop in DuPage County.  Lisle has a nature-themed redeveloped downtown, and approximately 750 businesses located in a variety of business districts. It is home to many corporate headquarters including AST, Navistar, Molex, SunCoke, and AMITA Health, has beautiful neighborhoods, three full-service hotels, Benedictine University, a growing local/independent restaurant scene, extensive recreational opportunities including the West Suburban Sports Complex, and excellent schools all within just a short train ride to downtown Chicago. The community has a major commercial corridor along Ogden Avenue with access to the north/south and east/west tollways just minutes away.  
   The Village of Lisle has just under 100 employees. Village departments include the Village Manager’s Office, Finance, Development Services, Public Works and Police. We encourage our staff to bring their whole selves to work while respecting the need for work-life balance. We proudly allow for autonomy while conducting one’s work, while at the same time support one another in a team environment.  
   Key Competencies 
   Models customer service best practices that include offering friendly, courteous and efficient service in the delivery of a high-quality customer experience. Provide excellent leadership and direction with empathy and enthusiasm.
   Demonstrates problem solving abilities, professionalism, and the capability to educate customers on Village programs, policies or ordinances; the capability to exercise tact and diplomacy as needed. 
   Strong organizational and time management skills; ability to multi-task, work independently with minimal supervision, exercise good judgment, take initiative and navigate interruptions and deadlines.
   Awareness of, and appreciation for, cultural diversity in the work environment and in the larger community.
   Ability to work under pressure, embrace ownership of the customer service experience and maintain high-quality customer service standards with integrity.
   Ability to work effectively in a team environment and make constructive recommendations to improve overall departmental efficiency.
   Strong verbal and written communication skills; the ability to understand and follow complex verbal and written instructions; knowledge of modern office procedures, methods and computer equipment; have a strong attention to detail to be able to communicate effectively.
   Familiarity with and comfort using computers, financial software, database management, related web-based software programs, generation of internal and external communications, data compilation, and analysis. 
   Maintain an awareness of emerging technologies and potential applications to provide support to the department, other agencies, and the community. 
   Must be collaborative and innovative with the willingness to take on new challenges and engage with employees in a positive, solution-orientated approach that reflects mutual respect towards long-term working relationships. 
   Principal Responsibilities
   Oversees customer service representatives; provides excellent customer service to external and internal customers in person, over the phone, and through electronic correspondence.
    Regularly and consistently attends work to ensure proper coverage at the Customer Service front desk.
   Empowers and supervises customer service representatives to resolve customer service concerns. Oversees the conduct of customer service efforts in a manner consistent with the Village’s customer service policies, objectives, and initiatives. Responsible for handling customer complaints and requests that are escalated.  
   Responsible for management oversight of the utility billing function including, but not limited to, coordinating with other departments, third party processor, and DuPage County.
   Oversees third party processor responsibilities that include reviewing exception and consumption reports, and completing adjustments to ensure accurate billing; reviewing and approving utility bills and late notices.
    
   Responsible for making final decisions regarding adjustments to customer accounts.
   Maintains utility billing accounts including adding new locations, conducting meter change-outs, identifying high usage accounts, coordinating communication for shut-offs, processing final billing and adding new customer accounts for move-in/move-out activity, and providing necessary information to DuPage County.
   Directs activities to resolve final bills including collecting payments, refunding credits, distributing first and second delinquent notices, and submitting accounts to collections.
   Responsible for evaluating staff performance, creating awareness of objectives and communicating expectations, recognizing performance, and making recommendations regarding disciplinary matters, staffing, budget and operational issues. 
   Develops service expectations and standard operating procedures. Strives to identify, propose, and implement process improvements to simplify and streamline procedures and enhance customer service delivery while ensuring accuracy. Keeps abreast of modern best practices to determine feasibility within Village procedures.
   Assists with permitting, licensing, and registration processes; maintains related databases with accurate and current information.   
   Manages the cash collection process from payment acceptance to daily reconciliation. 
   Minimum Qualifications
   Bachelor’s degree in finance, business or related field.
   Excellent public service skills; bilingual skills a plus. At least 2-3 years of direct customer service and supervisory experience preferred.
    
   Physical Demands
   The physical demands that must be met by an employee to successfully perform the essential functions of this job include regularly talking, hearing, traveling from place to place, handling objects, and reaching with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies that weigh up to 25 pounds as well as operate office machinery.    
   Ability to perform a variety of physical and mental skills including but not limited to standing or sitting for extended periods of time, reading and writing, preparing and presenting material in a formal setting, performing complex mathematical computations, making sound decisions and using good judgment and demonstrating intellectual and communication capabilities.
   Notice
   The Customer Service Manager assists other staff members with special projects as needed.   This job description is not intended to provide a comprehensive listing of activities, duties or responsibilities that are required of the Customer Service Manager. Duties, responsibilities and activities may change at any time with or without notice. 
   
   

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