Customer Relations Manager

Position Summary Mustang Special Utility District ("Mustang") is a local governmental entity providing water and water reclamation services across 220 square miles of North Texas in Denton, Collin, and Grayson Counties. Mustang currently has more than 44,000 connections serving more than 132,000 people in one of the fastest-growing areas of the country. Each day, we work tirelessly to be "Second to None!" in our mission of Providing Life's Precious Resource. We're looking for a key person to join our team as a Customer Relations Manager The following is a general description of the expectations of this position and is not intended to be all-inclusive, but rather, to highlight and describe the general nature and level of work to be performed. This document should not be construed as an exhaustive list of responsibilities, duties, and skills required of the incumbent. The incumbent will be required to follow any other instructions and to perform any other reasonably related job duties and responsibilities requested by their supervisor. Mustang reserves the right to revise or change the job duties and responsibilities, and this Position Summary may be updated accordingly. This position is at-will and this Position Summary does not constitute a written or implied contract of employment. The Customer Relations Manager at Mustang oversees the operations of the Contact Center and Accounts teams. This role includes managing in-person, telephone, and digital customer interactions, ensuring a high level of service excellence, accuracy of information, and maintenance of account records. The manager is responsible for interviewing and recommending new hires, conducting performance reviews, and counseling employees on performance-related issues. Additionally, this position holds accountability for developing and recommending standards, policies, and procedures and training staff in their proper application. The Customer Relations Manager ensures high levels of customer satisfaction by overseeing the quality control process, resolving complex disputes, and coordinating with other managers to ensure the successful completion of billing actions and service orders. This role requires strong leadership skills, a deep understanding of utility billing processes, and the ability to maintain effective internal cash controls and general ledger reconciliations. Essential Functions, Duties, and Responsibilities The following "Essential Functions" are the primary job duties that the incumbent must be able to perform unassisted or with some reasonable accommodation by the employer.

Team Supervision and Development:

Supervise the Contact Center (Aubrey headquarters and Gunter satellite office) and Accounts teams. Conduct performance evaluations, provide training, and implement staff development programs to enhance team performance and ensure adherence to policies and procedures.

Customer Interaction Management:

Oversee in-person, phone, and digital customer interactions. Ensure that customer inquiries, complaints, and service requests are handled promptly and effectively, maintaining high levels of customer satisfaction.

Account Maintenance:

Ensure accurate account information, process account adjustments, and maintain comprehensive account records.

Quality Control and Compliance:

Implement quality control processes to ensure efficient and sustainable operations for both Contact Center and Accounts teams. Ensure compliance with regulatory requirements and company policies and prepare necessary documentation for audits and inspections.

Financial Management:

Oversee financial operations of the Contact Center and Accounts teams, including the payments process, cash collection, bank deposits, NSF and returned payments management, and general ledger reconciliations. Ensure accurate posting of revenue and maintain strong internal cash controls.

Policy and Procedure Development:

Develop, implement, and monitor standards, policies, and procedures for the Contact Center and Accounts teams. Train staff on the proper application of these policies, procedures, and standards to ensure consistency, compliance, and uninterrupted customer service.

System Upgrades and Maintenance:

Review, plan, and implement upgrades to the call management system. Work with software vendors and contractors to ensure seamless transition and continuous improvement of system functionalities.

Interdepartmental Coordination:

Effectively communicate and coordinate with other managers and staff to ensure the successful administration and completion of service orders. Build and maintain positive, collaborative, relationships with various departments to streamline operations and resolve service issues.

Dispute Resolution:

Proactively resolve complex disputes and complaints between the district and utility customers. Provide counseling and assistance to customers to maintain positive relationships and ensure a high level of satisfaction.

Reporting and Analysis:

Prepare monthly reports and track progress on support activities. Analyze data to identify trends and areas for improvement and present findings to management for strategic decision-making.

Emergency Management:

Ensure policies and procedures are in place for emergency outages and customer notifications. Coordinate with field teams to manage and resolve emergencies efficiently and keep customers informed.

Managerial Duties, Responsibilities, Knowledge, Skills, and Abilities Leadership and Supervisory Skills:

Champion a team culture where collaboration, innovation, creativity, and commitment to ongoing improvement are valued. Proven ability to lead and supervise a diverse team with a focus on process, efficiency, productivity, and service excellence. Foster an environment that nurtures engaged employees dedicated to enhancing performance and reaching personal, team and organizational goals. Commit to the team's growth by coaching, developing, and providing resources that enhance their skills, knowledge, performance, and productivity. Address any issues related to performance, conduct, or behavior promptly and collaboratively. Document all corrective actions, performance improvement plans, and disciplinary measures.

Accountability:

Exhibit high levels of accountability, decisiveness, and ownership over designated operations, understanding the implications of actions on Mustang's success.

Customer Relations Expertise:

Extensive knowledge of customer relations principles and processes, including customer needs assessment, meeting quality standards, and evaluating customer satisfaction. Proficient in managing customer inquiries, resolving escalated complaints with high satisfaction, and maintaining high service standards.

Problem-Solving and Analytical Abilities:

Strong analytical and critical thinking skills to identify and resolve complex customer support and billing issues. Ability to evaluate options, develop solutions, and implement effective action plans.

Communication Skills:

Exceptional verbal and written communication skills for interacting with customers, team members, and supervisors. Ability to convey information clearly, listen actively, and respond appropriately to various situations. Skilled in creating detailed reports and maintaining accurate records.

Organizational and Time Management:

Excellent organizational skills to manage multiple tasks efficiently, prioritize work, and meet deadlines. Proficient in maintaining well-organized records and files, ensuring easy retrieval of information when needed. Ability to handle time-sensitive tasks with accuracy and efficiency.

Technical Proficiency:

Advanced proficiency in customer service software, utility billing systems, VOIP systems, and relevant tools. Skilled in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) and other office software to manage data, prepare reports, and support daily operations. Ability to quickly learn and adapt to new technologies.

Regulatory Compliance:

In-depth knowledge of regulatory requirements and standards related to utility services. Ability to ensure all customer relations and billing activities comply with relevant laws, regulations, and company policies. Skilled in preparing documentation for audits and regulatory inspections.

Adaptability and Flexibility:

Flexibility to adapt to changing conditions, priorities, and technologies. Ability to manage various tasks and respond to emergencies or unexpected challenges while maintaining high standards of work quality.

Financial Acumen:

Understanding of financial management principles. Ability to oversee financial operations of Customer Support, cash collection processes, bank deposits, NSF and returned payments, and maintain strong internal cash controls. Engage in continuous education on Leadership and Management, Customer Support Excellence, Technical Skills, Regulatory Compliance. Position Specifications This position is classified as Exempt under the provisions of the Fair Labor Standards Act and is not subject to the organization's policies and procedures pertaining to overtime hours.

Education Required:

Bachelor's degree in business administration, management, or a related field.

Preferred:

Advanced coursework or certification in customer relations management, utility management, or public administration.

Experience Required:

At least five years of experience in a customer relations role, with a strong background in utility billing and account management. Experience should include at least two years in a supervisory or managerial capacity, demonstrating the ability to lead a team effectively and manage complex customer support operations.

Preferred:

Over seven years of experience in customer relations within a utility or service-oriented environment. Extensive experience in managing utility billing systems, ensuring regulatory compliance, and overseeing large teams. Proven track record of implementing process and systems improvements and enhancing customer satisfaction.

Environment/Working Conditions Office Environment:

The role is typically performed in an indoor, climate-controlled office setting, ensuring a comfortable and stable working environment year-round.

Standard Office Equipment:

Regular use of standard office equipment, including computers, printers, telephones, and photocopiers. The work involves extended periods of sitting and using a computer and keyboard for data entry, communication, and report generation.

Interaction and Collaboration:

Frequent interaction with team members, customers, and other departments within the organization. The collaborative environment requires effective communication and coordination to address customer support and account issues. Conditions Of Employment Must have a valid Class "C" Driver's License before employment (must obtain Texas Class "C" driver's license within 30 days of hire per state law). Must pass a drug test, criminal history background check, and social security number verification check. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Mustang SUD is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to any characteristics protected by law. These general guidelines do not constitute an exhaustive list of qualifications or essential functions of the position. All qualified applicants will receive consideration without regard to color, race, religion, national origin, age (over 40), physical or mental disability, sex (including pregnancy, gender identity, and sexual orientation), citizenship, veteran's status, genetic information or any other characteristic protected by applicable federal, state or local laws.