PRIMARY PURPOSE

The Customer Service Manager is responsible for planning, directing, and overseeing all customer service operations for the water utility. This position ensures the delivery of outstanding customer service while managing utility billing, customer accounts, collections, service requests, meter-related inquiries, and customer communications. The Customer Service Manager supervises office staff, develops and implements customer service policies and procedures, and works collaboratively with utility operations to ensure accurate and timely service to customers. The Customer Service Manager collaborates with internal and external stakeholders to ensure processes and procedures are being met to the best of their ability.

SUPERVISION AND GUIDELINES

The Customer Service Manager reports directly to the Executive Director.

SUPERVISION EXERCISED

The Customer Service Manager supervises office staff to include Clerks and Administrative Assistants within the department.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES

• Manage and oversee all customer service functions, including account management, billing inquiries, payments, service requests, and customer complaints.
• Ensure customers receive professional, timely, and accurate service through multiple communication channels.
• Establish and maintain service standards and performance expectations.
• Investigate and resolve escalated customer concerns and disputes.
• Develop and implement customer service policies, procedures, and best practices. Billing and Account Administration
• Oversee utility billing processes to ensure accurate and timely billing of water services.
• Monitor account adjustments, payment arrangements, delinquent accounts, and service disconnects/reconnects.
• Ensure compliance with utility policies regarding billing, collections, and customer account management.
• Review billing reports and account audits to identify discrepancies and implement corrective actions. Leadership and Staff Management
• Supervise, train, coach, and evaluate customer service representatives and office staff.
• Establish performance goals and monitor employee productivity and service quality.
• Coordinate staffing schedules to ensure adequate customer service coverage.
• Foster a positive, customer-focused work environment.
• Identify training needs and support employee professional development. Financial and Administrative Oversight
• Monitor revenue collection processes and account receivables.
• Assist in budget preparation and management for the customer service department.
• Review cash handling procedures and ensure proper internal controls are maintained.
• Prepare operational, performance, and financial reports for management. Customer Relations and Public Outreach
• Serve as the primary point of contact for complex customer issues.
• Develop communication strategies regarding service interruptions, rate changes, conservation programs, and utility initiatives.
• Participate in public meetings and community outreach efforts as needed.
• Promote positive relationships between the utility and its customers. Compliance and Continuous Improvement
• Ensure compliance with local, state, and federal regulations affecting utility customer service operations.
• Analyze customer service metrics and operational data to identify trends and opportunities for improvement.
• Recommend and implement process improvements to increase efficiency and customer satisfaction.
• Support technology initiatives, including utility billing systems and customer self-service platforms.
• Comprehensive knowledge of customer service principles and practices.
• Knowledge of utility billing, collections, and customer account management processes.
• Strong leadership, supervisory, and team-building skills.
• Excellent verbal and written communication skills.
• Ability to analyze financial, operational, and customer service data.
• Strong problem-solving and conflict-resolution abilities.
• Ability to interpret and apply utility policies, regulations, and procedures.
• Proficiency with utility billing software, customer information systems, and Microsoft Office applications.
• Ability to maintain confidential and sensitive information.

MINIMUM QUALIFICATIONS

Education

• Associate's degree in Business Administration, Public Administration, Finance, Communications, or a related field preferred. Experience
• Five (5) years of progressively responsible customer service experience.
• Three (3) years of supervisory or management experience.
• Experience in a municipal utility, water utility, public works, or local government environment preferred. Certifications
• Valid driver's license required.
• Utility customer service, management, or public administration certifications are desirable.

ENVIRONMENT AND PHYSICAL FACTORS

Work is performed in an office environment. The noise level in the work environment is usually quiet in the office. The duties of this job are performed inside a climate-controlled office setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

PHYSICAL DEMANDS

Light physical demands; mostly deskwork requiring the ability to lift and carry files, supplies, and equipment; frequent use of a personal computer. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Pay:

$65,457.60 - $75,500.00 per year

Benefits:

Dental insurance Health insurance Paid time off Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person