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Customer Service Center Manager (Collection Coordinator)

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Customer Service Center Manager (Collection Coordinator)

Salary

$46,589.00 - $53,577.00 Annually

Location

VA 23510, VA

Job Type

Permanent Full-time

Job Number

13253

Department

General Services

Division

Parking

Opening Date

07/02/2025

Closing Date

7/13/2025 11:59 PM Eastern

+ Description

+ Benefits

+ Questions

Description

Norfolk, Virginia is America's most authentic and urban waterfront city. Home to the world's largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others. With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself. Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents.

The City of Norfolk’s Parking Division is an enterprise fund, which falls under the Department of General Services. The Parking Division operates over 19,000 public parking spaces located in 14 garages, 10 lots and more than 500 on street metered parking spaces. The Division is seeking highly qualified candidates to fill the Collection Coordinator position. The incumbent will be responsible for resolving customer complaints or billing queries, correcting errors in customer accounts, processing changes to accounts, and assisting customers with any other issues within an assigned area of responsibility. Work may also include keying billing information into relevant systems, collecting, compiling, and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; keying billing information into relevant systems; corresponding with internal or external departments or business; remaining knowledgeable of City codes as well as interpreting readouts and readings gathered from utilities meters to apply necessary actions to customer accounts.

The position is responsible for leading initiatives to improve customer service, streamline processes, enhance self-service capabilities, and develop policies and procedures for an assigned section and for determining appropriate bill adjustments for city parking fees or incorrectly billed parking accounts. The successful candidate will demonstrate strong and capable leadership qualities with an ability to resolve all types of customer inquiries. Our ideal customer service manager will know how to supervise and mentor other customer service representatives by teaching them industry best practices, offering feedback, and establishing measurable customer satisfaction goals. A significant aspect of the work is conferring with parking customers to resolve billing problems.

The role requires extensive experience in customer service management, digital transformation, collection of accounts receivables, and process improvement within a complex service environment.

Essential Functions

+ Provide leadership and manages the daily operations of the Parking Customer Service Center by planning, directing, reviewing, evaluating, and designing procedures and processes for the collection of accounts.

+ Manage staffing plans, performance metrics and unit budget. Drive continuous process improvements to reduce wait times, optimize call flows, and enhance customer experience.

+ Recruit qualified and experienced staff members. Design and implement employee training, coaching, and career development programs to build skills and engagement.

+ Organizes, directs, and coordinates the activity of several units engaged in the billings, investigation, collection, and delinquency enforcement function for a major area of parking revenues; reviews the work activities of each section to determine that all policies and procedures are being followed and points out any errors to unit supervisors.

+ Coordinates the billing and collection activities of the monthly billing section and the parking citation unit concerned with revenue collections; confers with officials of other units on establishment of new billing schedules and collection procedures.

+ Plans, schedules, assigns, and reviews the work of a staff engaged in monthly billing, parking citation adjudication, court referrals, towing and recovery, collections, and other associated clerical activities; designs and presents training sessions on customer service, billing and collections, and courtesy and customer relations to subordinates; etc.

+ Provides the direction and appropriate support through a variety of mechanisms for them to deliver superior customer service. Provides the direction and appropriate structure using effective resources to enable the team to deliver high performance. Coaches and mentors staff members in skill development, customer service elevation, and industry best practices.

+ Conducts revenue audits to identify non-payment or underpayment of long and short-term monthly billings.

+ Conducts periodic staff meetings to discuss problems affecting work activities; suggests solutions to such problems; serves as a technical expert on revenue collection database systems; authorizes inspections in response to billing discrepancies.

+ Monitors and assigns work from the monthly parking email account, call center inquiries, email, mail, lockbox, and fax.

+ Analyzes financial statements, customer accounts, and cashier reports to ensure accurate recording and reconciliation of data; calculates shortages, sorting and counting tickets, checking customer validation signatures, collecting special billing tickets, checking computations, and revenue sheets.

+ Issues delinquency and collection notices and initiates collection activities and represents the Parking Division with collection agencies, etc.

+ Collaborate with other City departments and external stakeholders to ensure seamless communication and information flow.

+ Performs comparative analyses of customer service center data; financial data (i.e., accounts receivables, outstanding debt); and reports to inform decision making and to arrive at logical conclusions and recommendations.

+ Processes applications for the Residential Parking Program (RPP) and other related programs.

+ Manages the Virginia State Tax intercept program.

+ Establishes and promotes effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity.

+ Performs money management duties including, but not limited to managing petty cash, performing audits, preparing deposits, and cash receipts.

+ Other duties as assigned.

Education/Experience

Work requires knowledge of a specific vocational, administrative, or technical nature which may be obtained with a two year associate's degree, diploma or equivalent from a college, technical, business, vocational, or correspondence school. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.

Required:

+ Two (2) years of experience in Customer Service.

Preferred:

+ Five (5) years of revenue billing experience.

+ Five (5) years of management and/or supervisory experience.

+ Three (3) years of outstanding accounts receivable collections experience.

Knowledge Of:

+ Desktop computer applications related to the work such as Microsoft Office Suite (Word, Excel, PowerPoint), PowerBI, and other related applications and systems. Knowledge of and experience with the City’s parking and financial systems is highly desirable.

+ Principles and practices of generally accepted accounting principles (GAAP) including procedures, systems, financial reporting, and methods of reporting.

+ Ability to plan, coordinate, and implement communications, outreach and education, both digitally and in-person.

+ Excellent written and verbal communication skills.

+ The principles and practices of office management as applied to large-scale billing and collection functions.

+ Excellent interpersonal and teamwork skills, including managing staff.

+ The methods and techniques used in billing and collection activities.

+ Investigatory practices as they apply to the collection of debts.

+ The laws, rules, regulations, and procedures concerned with revenue collections.

+ Codes, regulations, and ordinances pertaining to parking fees.

+ Demonstrated ability to learn from mistakes, ask for help, and accept new ideas or ways of thinking.

Ability To:

+ Ability to multi-task and manage stressful situations and rapid change with diplomacy and confidentiality.

+ Prepare clear, concise, and complete statistical, financial and other written reports and correspondence, expressing ideas clearly regarding revenue billing and collection requirements.

+ Keep accurate financial records and maintain accessible filing system and database administration.

+ Identify problems, evaluate alternatives, and arrive at logical decisions, often in tense situations.

+ Interpret ordinances, rules and regulations fairly and impartially,

+ Direct and coordinate the work activities of a large support staff.

+ Understand and follow complex oral and written instructions.

+ Express ideas effectively, both orally and in writing.

+ Establish and maintain effective working relationships with associates and the public.

Additional Information & Requirements

+ Driver's License Preferred.

Work Schedule:

+ Monday – Friday 8:00AM – 5:00PM 40 hours per week

+ Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

+ Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

+ Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

+ Retirement

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

+ The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution.

NOTE:

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.

Non-City

Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

01

If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title. If not, please indicate by typing "N/A."

02

The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.

+ I understand and will answer the following supplemental questions completely and thoroughly.

03

Please select the highest level of education you have completed.

+ High School Diploma/GED

+ Vocational/Technical

+ Associate’s degree

+ Bachelor’s Degree

+ Master’s Degree or higher

04

Please indicate how many years of customer service experience you possess.

+ Less than 2 years of experience

+ 2-3 years of experience

+ 3-5 years of experience

+ Over 5 years of experience

05

Please indicate how many years of experience you have in a supervisory position which included hiring, training and coaching staff, and conducting performance evaluations.

+ Less than 1 year of experience

+ 1-3 years of experience

+ 3-5 years of experience

+ Over 5 years of experience

06

Please indicate how many years of experience you have with account reconciliations.

+ Less than 1 year of experience

+ 1-3 years of experience

+ 3-5 years of experience

+ Over 5 years of experience

07

Please indicate how many years of experience you have in collections.

+ Less than 1 year of experience

+ 1-3 years of experience

+ 3-5 years of experience

+ Over 5 years of experience

08

Please indicate how many years of experience you have compiling, organizing, and reporting data.

+ Less than 1 year of experience

+ 1-3 years of experience

+ 3-5 years of experience

+ Over 5 years of experience

09

Please indicate how many years of experience you have utilizing, managing, and training staff on specialized accounting software.

+ Less than 1 year of experience

+ 1-3 years of experience

+ 3-5 years of experience

+ Over 5 years of experience

10

Please indicate the largest number of employees that you directly supervised at one time.

+ None

+ 1-5 employees

+ 6-10 employees

+ More than 10 employees

11

Please indicate your level of experience using Microsoft Office Programs (Word, Excel, PowerPoint, and Outlook)

+ No experience

+ Limited experience

+ Intermediate experience

+ Expert experience

12

Do you have a valid Driver's License?

+ Yes

+ No

13

Do you have the legal right to work in the United States and, upon employment, can you provide documentation to verify this?

+ Yes

+ No

14

Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.

15

Are you a current or previous City of Norfolk employee?

+ Yes - I am a current City of Norfolk Employee

+ Yes - I am a previous City of Norfolk Employee

+ No - I am not a previous or current City of Norfolk employee

16

Please indicate your veteran status. (A copy of your long form DD-214 may be required)

+ I am not a Veteran

+ I am a Veteran

+ I am a Disabled Veteran

Required Question

Employer

City of Norfolk

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