Customer Service & Operations Manager

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 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.