Customer Service Operations Manager – Utilities

Arizona Water Company

Phoenix (AZ)

On-site

USD 90,000 - 130,000

Full time

6 days ago

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Job summary

Arizona Water Company is seeking a Manager – Customer Service to lead daily operations for Front Office call center and Back Office billing/service fulfillment teams in Phoenix. You will oversee supervisors, manage performance, and drive training to meet company standards and customer expectations.

You will partner with the Billing System Manager to improve the CIS, CCaaS, CSS portal, and related customer service platforms while ensuring regulatory compliance.

Qualifications

College degree in business, management, customer service, or related major.
Five years of experience leading customer service operations in high-volume environments.
Five years’ management and staff supervision experience required.
Three years’ experience in water utility business preferred.

Responsibilities

Lead daily operations for Front Office call center and Back Office billing/service fulfillment teams.
Coach Supervisors and develop team performance and leadership practices.
Train Customer Service Representatives on standards, queues, escalation, and procedures.
Coordinate with Billing System Manager to report issues and implement enhancements.
Establish and monitor KPI and service quality metrics across channels.

Skills

Leadership

Communication

Decision-making

Team management

Coaching

Customer service metrics

Education

Bachelor's degree in business/management

Tools

UMAX CCaaS

CIS (Customer Information System)

Job description

You will partner with the Billing System Manager to improve the CIS, CCaaS, CSS portal, and related customer service platforms while ensuring regulatory compliance.

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