Suburban Natural Gas Company seeks a Director of Customer Service and Administrative Services to lead customer-facing operations and key back-office functions. In this leadership role, you will oversee customer service teams, billing and account administration, and related support processes to ensure safe, reliable, and responsive service for residential, commercial, and industrial customers. You will establish performance standards, monitor KPIs, drive process improvements, and ensure regulatory and policy compliance. The Director will collaborate closely with operations and regulatory teams, manage budgets and staffing, foster a safety-first, customer-focused culture, and represent the company with community and key stakeholders. This position offers the opportunity to shape customer experience and support essential energy delivery across central and north-central Ohio. Responsibilities Lead and oversee customer service and administrative operations for residential, commercial, and industrial gas customers. Manage customer service teams, including hiring, training, coaching, and performance management. Oversee billing, account administration, and related back-office processes to ensure accuracy and timeliness. Develop and track service KPIs, analyze trends, and implement process improvements to enhance efficiency and customer satisfaction. Ensure compliance with regulatory requirements, company policies, and safety standards. Collaborate with operations, regulatory, and finance teams to coordinate customer communications and service initiatives. Prepare and manage budgets, staffing plans, and resource allocation for customer service and administrative functions. Drive a customer-focused, safety-first culture that supports the company's community and reliability commitments. Resolve complex customer issues and serve as an escalation point for key accounts and sensitive matters. Represent the company with community partners and stakeholders on customer service-related topics. Required Skills Customer service operations management Call center/workflow management systems Utility billing and CIS systems Regulatory and compliance reporting (utility sector) Data analysis and KPI reporting (Excel/BI tools) Process improvement and documentation Budgeting and resource planning People leadership and team development Customer communications and conflict resolution Project management