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Supports the Customer Service Manager with the overall supervision of the Customer Service Division. Responds to complaints and inquiries from the public, the media, elected officials, and other government agencies. Oversees the division budget and handles all progressive corrective action for the division. Consults with the Mayor's Office, County Commissioners, the County Administrator and other divisions and departments in order to resolve all stakeholder issues efficiently and effectively.

Work is performed with independent judgment under the general supervision of the Customer Service Manager or designee and is reviewed through observations, reports and results achieved.

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.

• Managing and coordinating the day to day activities of the Customer Service Division to include the accurate billing and collection all utility revenues, and the posting and reporting of all utility payment transactions.
• Provides leadership and supervision to the professional, technical, administrative, and bargaining unit (LIUNA) staff involved in a variety of tasks associated with the Customer Service Division.
• Assists the Customer Service Manager in planning, coordinating, leading, and directing operations for the Customer Service Division and the coordination of all utilities 24-hour emergency responses.
• Conducts meetings with customers to review issues and to provide interpretations of County regulations and ensure outcomes are in compliance with County standards, ordinances and covenants.
• Provides input and support to the Customer Service Manager in the preparation and review of the division's capital improvement program, operations and maintenance and annual budgets to ensure consistency with County, Department and Division objectives.
• Assist in all personnel matters within the Division, including hiring, progressive corrective action, training and development, annual performance appraisals and related activities.
• Keeps up-to-date on regulatory changes pertinent to the Customer Service Division such as Orange County Code of Ordinances and participates in technical/professional society activities, and makes public presentations.
• Performs other duties as assigned.