Customer Service Manager (3753)

Huntsville Utilities; Huntsville (AL); On-site; USD 105,000 - 127,000; Full time

Job summary

Huntsville Utilities is seeking a Customer Service Manager to lead the Customer Services team, shaping service delivery and process improvement to ensure high quality, low cost and safe operations for electric, natural gas and water customers.

The role requires overseeing staff, budgeting, safety and performance metrics, with a strong focus on customer experience and collaboration across departments to drive continuous improvement.

Qualifications

• Associate's degree in a business-related discipline is required or must obtain CSIA within one year.
• Ten years of Customer Service/Business/Operations experience; five years in supervisory roles.
• Thorough knowledge of Customer Service principles and company policies.

Responsibilities

• Assist in planning, direction, and oversight of internal operations in Customer Services.
• Manage, direct, and evaluate staff; address customer concerns to ensure exceptional experience.
• Develop and implement plans to improve service practices and performance against KPIs.
• Collaborate with Safety and Security to ensure a safe office environment.
• Prepare oral and written reports; monitor and measure department performance.
• Oversee CIS system projects; budgeting and staff resource planning.

Skills

Leadership

Customer service

Communication

Problem solving

Data analysis

Education

Associate's Degree in business-related discipline

Customer Service Management Certification (CSIA)

Tools

MS Word

Excel

PowerPoint

Access

Job description

Huntsville Utilities offers a customer servicedriven environment, with access to industry-leading technology that supportsour employee'swork and resources to drive career advancement. Join Us at Huntsville Utilities, where our teamis customer service-driven and uniquely focused on one goal: To provide high quality, low cost, safe and reliable electric, natural gas and water service to our customers.

Compensation

Offer Range: $105,289 - $127,379

Exempt/Non-Exempt: Exempt

Employment Type: Full Time

Department: Customer Service

Job Statement

Assist in the planning, direction, and oversight of internal operations of the Customer Services areas. As a Customer Service manager, there will be a focus on specific areas within the organization to aid in identifying and implementing improved service practices that ensure quality service is provided to Huntsville Utilities’ internal and external customers.

• Manage, direct, and evaluate assigned staff, reviewing customer concerns and problems to ensure exceptional customer experience.
• Exercise s supervisory authority regarding personnel matters such as selection, training, discipline, termination, performance appraisals, work assignments, promotions, employee relations and salary changes.
• Evaluate the efficiency and effectiveness of assigned areas against best-in-class operations. Assist in the development and implementation of long-term and short-term plans, goals, and objectives for continued improvement.
• Work with Safety and Security personnel and other members of management to ensure safety practices are in place to provide a safe work environment for office personnel.
• Gathers information, analyzes data and solves problems related to the section’s operations. Prepares and makes both oral and written reports to management regarding the section’s operations.
• Monitor and measure operational performance against established key performance indicators and department goals.

Additional Duties

• Oversees all CIS system projects, including design, testing, and approval of system configuration changes before releasing into Production.
• Works with others within the organization to provide favorable customers relations.
• Assist in the preparation, review, and monitoring of all departmental budgets.
• Maintains awareness of new technology and customer expectations to monitor and improve the customer’s experience.
• Handles escalated customer issues in an effort to maintain customer goodwill. Also, assist in resolving complex problems that may affect the reputation of the Company while ensuring long-term problem resolution.
• Must be able to make independent decisions, meet tight deadlines, and perform well under pressure. The ideal candidate will have a proven ability to manage multiple competing priorities with minimal errors, thrive in a fast-paced environment, pivot quickly as needs change, and communicate effectively with employees at all levels of the organization.
• Performs other duties as assigned.

Job Requirements

Education: Required: Associate's Degree in a business-related discipline or must successfully obtain a Customer Service Management Certification from one of the following providers: Customer Service Institute of America (CSIA) within one (1) year of hire. Employment is subject to be reviewed if the certification deadline is not met.

Experience: Aminimum of ten (10) years Customer Service/Business/Operation related experience. Five (5) of these years must demonstrate progressive supervisory/leadership responsibilities required. Must have a thorough working knowledge of general Customer Service principles, and knowledge of Company policies and procedures, including those related to all the Customer Care departments.

Additional Requirements

Physical Demands: Sedentary work typically in office environment. Subject to on-call during system emergencies.

Equipment: Personal computer (MS Word, Excel, Power Point and Access desired), telephone, vehicle.

Other: Excellent leadership and customer service skills, excellent communication skills both verbal and written and excellent organizations skills.

Accepting Responsibility

Building and Demonstrating Respect

Championing Customer Needs

Communicating Effectively

Demonstrates Required Job Knowledge

Drives Quality & Excellence

Safety

Making Accurate Judgments and Decisions

Managing Performance

Developing Plans

Longevity

Using Computers and Technology

Relevant Job Experience

Education

Huntsville Utilities is an Equal Opportunity Employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

The duties and responsibilities outlined within this job description should not be construed as a complete and exhaustive list, as it is not the intention to limit in any way the scope or functions of this position. With the advisement from the Department Head, review/analysis by Compensation Analyst and in agreement from the VP EE, HRD, or his/her designee, these duties and responsibilities may be amended from time to time by addition, deletion or modification to reflect changing circumstances or shifts in organizational requirements.