Customer Service Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.
Responsible for providing direction and expertise in leading, managing, and coordinating the day-to-day operational duties of the Customer Service department with the goals of enhancing customer satisfaction and utilizing technological advances to enhance the customer experience.
Must have strong interpersonal and leadership skills to create and cultivate internal and external working relationships to accomplish the mission and goals of the organization.
Ability to successfully deal with customers and be able to resolve and/or diffuse complex situations.
This position requires an individual with a service and results-oriented mentality to assist in strategic planning, customer resolution, and overseeing multiple areas within the department.
The Customer Service Manager fosters a diverse team environment where employees excel through encouragement and empowerment, and respectfully sharing ideas and recommendations for continuous improvement.

Applicants are required to submit a cover letter and resume. ESSENTIAL FUNCTIONS: Works with interdivisional staff to resolve customer issues and complaints by analyzing and interpreting consumption data, providing innovative options and services, implementing solutions, and understanding the delicate nature of confidentiality.
Provides and interprets information on utilities, revenues, and collections, as needed.Oversees all aspects of customer service ensuring customer issues are handled in a prompt, accurate, and friendly manner.
Develops fair and consistent policies and procedures to ensure all customer classes are treated fairly and equitably.
Ensures outstanding customer service for both internal and external customers.Maintains a strong understanding of department policies and processes, billing rate structures, and utility operations and their effect on the corresponding customer utility accounts to provide guidance and information to customers on specific concerns.Achieves staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.Promotes a positive work environment and encourages teamwork to accomplish results.Reviews and approves purchases.Analyzes and prepares departmental reports, statistical reports, board reports, and presentations.Communicates effectively both in written and oral modes.Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; and evaluating outcomes.Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.Accomplishes financial objectives by forecasting requirements; prepares and monitors annual O & M, capital, and personnel budgets; scheduling expenditures; analyzing variances; initiating corrective actions.Establishes priorities and multi-tasks so that all duties are completed under the pressures of time constraints and deadlines.Maintains calm composure and commitment to work during periods of heavy workload and stressful situations.Ensures departmental key processes are completed timely and accurately and customers are assisted in a timely manner.Ensures personnel are safety conscious and always adhere to safety guidelines and practices in all situations.Maintains annual contracts, renewals, and execution.Ability to write and evaluate requests for bids or proposals.Regular review of departmental policies and recommendations for updates and improvementsStays abreast of changes in software and hardware that impact customer service capabilities.Analyzes performance metrics to adjust operational procedures, staffing, or response times.Advises management on inconsistent administration of policies with the goal of providing consistent service to the customer.Maintains authority to provide solutions to customer issues based on City ordinances, department policies and guidelines.Works closely with City utilities staff, to coordinate and monitor joint projects, which include customer resolutions, key account programs, utility conservation programs, and waste disposal programs and issues.Performs other duties and projects as assigned MINIMUM QUALIFICATIONS: Education, Training and Experience Guidelines

Bachelor's degree from an accredited college or university with major coursework in communications, business or in a related field.
Five (5) years of work experience in a customer service or related field, including at least three (3) years in supervisory management.
Seven (7) years of experience may be considered in lieu of a college degree.


Technical ability is sufficient to analyze, design, and create various statistical reports as directed.
Ability to produce correspondence, reports, user-friendly spreadsheets, and other documents that are accurate and clearly understood.
Strong sense of urgency, personal initiative, and drive to be able to work effectively under deadlines and changing priorities.

Knowledge of: Rate structures and tariffs, City Utility System operations, utility usage, and conservation methodsSupervisory and managerial techniques and principalsCity and departmental practices, ordinances, policies and proceduresComputer software; customer service proceduresElectric and water industry standards and innovations;Personnel procedures; supervisory management and problem-solving techniques Ability to: Supervise the work of othersCommunicate effectively with othersDeal effectively with the public Skill in: Public SpeakingPerforming data analysis and problem solving.Planning and organizing work.Handling multiple tasks and prioritizing.Calculating services and rate classification for commercial, industrial or residential applications.Establishing and maintaining effective working relationships.Reading and comprehending letters from customers, office memos, manuals and reports; educational and leadership material for personal and professional development.Composing customer correspondence.Clarifying office policies, practices, and procedures for customersAnalyzing and interpreting meter reading and consumption patterns.Examining utility bills for customers and making decisions as to their correctness. LICENSES AND CERTIFICATION REQUIREMENTS

Valid Class "C" Texas driver's license

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, crouching, bending, vision, hearing, talking, use of foot controls.

Hiring Range: $87,539.92 - $109,657.60, annually.


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Regular-Full time
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!