Administrative Services Manager: Customer Journey Manager - Nashville, TN

Classified Ad Title:
Administrative Services Manager: Customer Journey Manager - Nashville, TN

Post Date
8/8/2022

Expiration Date
11/6/2022

Details:

SALARY:  $76,236.20 - $91,640.82 Annually 
DEPARTMENT:  Metro Water Services
OPENING DATE:  07/25/22
CLOSING DATE:  08/15/22 11:59 PM 
POSITION DESCRIPTION: 
This newly created position located in the Customer Services Division of Metro Water Service (MWS) will focus on developing and implementing strategies, policies, and procedures to interact with our customers at each stage of their journey. The Customer Services Division serves as the first point of contact through the Call Center, Dispatch, online chats, social media and other channels. This position will be responsible for ensuring effective and efficient engagement between MWS and our customers. 
  
For more information about this position, click here: https://metronashville.sharepoint.com/:b:/s/HRPublicShare/EbKygXLCSl1NkPYLH4uPUYsBennh4vr6H9FpZWHC2wAz-w?e=0fjR2J 


Metro Water Services provides water treatment and distribution, wastewater collection and reclamation, stormwater management and solid waste collection services for our customers.  We are engaged 24 hours a day, each day of the year, for everyone who lives, works, or plays in Nashville. Serving over 220,000 customers across the region, our 1,100 employees continue to make MWS a leading utility. 
TYPICAL DUTIES: 
  • Leads efforts to identify gaps for all touchpoints between the customers’ needs and the service provided. 
  • Ensures engaging, effective, and efficient interactions between the customers and MWS. 
  • Develops the Customer Journey Roadmap identifying areas for increased engagement and opportunities for continuous improvement.  
  • Develops and executes a long-term strategic growth plan for the Customer Services Division focused on customer service-related issues and initiatives. 
  • Collaborates with other Divisions and Departments acting as the voice of the customer. 
  • Identifies, administers, and manages training needs and applications for the Division. 
  • Maps, tracks, and analyzes the customer’s journey, proposing and implementing improvements. 
  • Provides QA/QC reviews for all sections within Customer Service, monitoring, reviewing, and conveying feedback. 
  • Participates in the research, testing, and implementation of new technologies to serve the customer. 
MINIMUM QUALIFICATIONS: 
Bachelor’s degree in Business or related field, plus five (5) years of professional experience in a customer service, including three (3) years of supervisory or management experience. 

"For is this specific position, substitution will not be considered." 

Candidates with accreditations earned in a foreign institute are encouraged to apply. 
  
Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.   
PREFERRED EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES: 
  • Demonstrated customer service experience 
  • Bilingual 
  • Customer Experience Certification 

We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.
  
Metro Nashville Government respects the religious beliefs and practices of all employees and will make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations. 
  
 
Requests for ADA accommodation for the recruitment process should be directed to Human Resources at 615-862-6640.