Director, Customer Service Operations

ARIZONA WATER COMPANY; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

ARIZONA WATER COMPANY in Phoenix seeks a Manager of Customer Service to lead front and back office teams, oversee billing, service orders, collections, and digital self-service, and partner with CIS/CCaaS upgrades to ensure service levels.

You will coach Supervisors, develop staff, implement QA programs, track KPIs, and drive continuous improvement while delivering an excellent customer experience in a high-volume utility environment.

Qualifications

• Bachelor’s or college degree in business/management or related field.
• 5+ years leading customer service operations in high-volume utilities or similar environment.
• Experience with cloud-based CIS and CCaaS platforms preferred.

Responsibilities

• Lead daily operations for Front Office call center and Back Office billing and service fulfillment teams.
• Coach Supervisors and develop staff to meet performance standards and QA goals.
• Oversee QA programs, call monitoring, and KPI tracking; drive process improvements and root-cause analysis.

Skills

Leadership

Communication

Decision making

Team development

Customer service metrics

Education

College degree in business/management

Tools

UMAX CIS

CCaaS platforms

Job description

ARIZONA WATER COMPANY in Phoenix seeks a Manager of Customer Service to lead front and back office teams, oversee billing, service orders, collections, and digital self-service, and partner with CIS/CCaaS upgrades to ensure service levels.

You will coach Supervisors, develop staff, implement QA programs, track KPIs, and drive continuous improvement while delivering an excellent customer experience in a high-volume utility environment.