Customer Service Manager

Position Summary

Under the direction of the Senior Manager, Customer Experience, the Customer Service Manager, leads the day-to-day operations of the Customer Service Department. This position is responsible for employee performance, customer service delivery, workforce coverage, quality assurance, customer escalations, and achievement of established service-level and performance expectations. The Manager ensures consistent execution of company policies, procedures, and regulatory requirements while identifying opportunities to improve operational efficiency and customer experience.

Specific Responsibilities Leads day-to-day Customer Service operations, including staffing, workload distribution, service coverage, and employee performance. Manages, coaches, develops, and evaluates Customer Service employees and supervisory staff. Monitors key performance indicators including service level, average speed of answer, abandonment rate, first-contact resolution, customer satisfaction, productivity, and quality.

Serves as the primary operational escalation point for complex customer complaints and service issues. Ensures customer transactions, service requests, account inquiries, payment arrangements, and related activities are completed accurately and timely. Maintains Customer Service quality assurance standards through call monitoring, transaction reviews, coaching, and performance follow-up.

Ensures employees comply with established policies, procedures, regulatory requirements, and customer-service standards. Manages workforce scheduling and coverage to support anticipated customer demand. Identifies operational trends, recurring customer issues, and process gaps and recommends corrective actions and improvements.

Develops and maintains Customer Service procedures, training materials, and operational documentation. Partners with Billing, Dispatch, Conservation, Operations, Communications, Water Quality, Regulatory, and other departments to resolve customer-impacting issues. Supports implementation of new technologies, processes, policies, and Customer Experience initiatives.

Provides regular performance reporting, operational risks, staffing needs, and recommended actions to the Senior Manager, Customer Experience. Participates in recruiting, selection, onboarding, performance management, corrective action, and employee development. Supports Customer Service operations during outages, emergencies, severe weather, and other high-volume customer-impacting events.

Leads day-to-day Customer Service operations, including staffing, workload distribution, service coverage, and employee performance. Required Knowledge Skills Abilities Strong leadership and employee-development skills Knowledge of contact-center/customer-service operations Ability to analyze KPIs and operational performance Strong customer escalation and problem-solving skills Effective written and verbal communication; ability to manage competing priorities; and knowledge of utility or regulated customer-service operations preferred.

Required Education and Experience High school diploma or equivalent required Supervisory or management experience is required Five (5) or more years of customer service, utility operations, engineering support, business operations, or other related experience Demonstrated experience leading employees, projects, processes, or cross functional initiatives. Experience interacting with customers and resolving customer or operational issues Utility or regulated industry experience preferred