Customer Experience Leader — Service Operations & KPIs

CTwater; New Braunfels (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

The Texas Water Company is seeking a Customer Service Manager to lead the day-to-day operations of the Customer Service Department under the Senior Manager, Customer Experience. This role focuses on staffing, performance, service delivery, scheduling, and escalation handling to ensure service levels are met.

Ideal candidates bring strong leadership, extensive contact-center operations experience, proficiency in KPI analysis, and a track record of improving customer experience.

Qualifications

• Minimum five years in customer service or utility operations.
• Experience leading teams and cross-functional initiatives.
• Strong ability to monitor and analyze service KPIs and performance.

Responsibilities

• Lead day-to-day Customer Service operations, staffing, workload distribution, and coverage.
• Coach, develop, and evaluate Customer Service staff and supervisors.
• Monitor KPIs: service level, wait times, abandon rate, first-contact resolution, and CSAT.
• Serve as escalation point for complex customer issues and resolution tracking.
• Ensure accurate handling of customer requests, billing inquiries, and payment arrangements.

Skills

Leadership

Contact-center operations

KPI analysis

Customer escalation

Communication

Education

High school diploma or equivalent

Supervisory/management experience

5+ years in related roles

Job description

The Texas Water Company is seeking a Customer Service Manager to lead the day-to-day operations of the Customer Service Department under the Senior Manager, Customer Experience. This role focuses on staffing, performance, service delivery, scheduling, and escalation handling to ensure service levels are met.

Ideal candidates bring strong leadership, extensive contact-center operations experience, proficiency in KPI analysis, and a track record of improving customer experience.