Customer Service Manager

Compensation

Offer Range: $105,289 - $127,379

Exempt/Non-Exempt: Exempt

Benefits: Yes

Employment Type: Full Time

Department: Customer Service

Job Statement

Assist in the planning, direction, and oversight of internal operations of the Customer Services areas.  As a Customer Service manager, there will be a focus on specific areas within the organization to aid in identifying and implementing improved service practices that ensure quality service is provided to Huntsville Utilities’ internal and external customers.  

Essential Duties

1. Manage, direct, and evaluate assigned staff, reviewing customer concerns and problems to ensure exceptional customer experience.


2. Exercise supervisory authority regarding personnel matters such as selection, training, discipline, termination, performance appraisals, work assignments, promotions, employee relations and salary changes.


3. Evaluate the efficiency and effectiveness of assigned areas against best-in-class operations. Assist in the development and implementation of long-term and short-term plans, goals, and objectives for continued improvement.


4. Work with Safety and Security personnel and other members of management to ensure safety practices are in place to provide a safe work environment for office personnel.


5. Gathers information, analyzes data and solves problems related to the section’s operations. Prepares and makes both oral and written reports to management regarding the section’s operations.


6. Monitor and measure operational performance against established key performance indicators and department goals.

Additional Duties

1. Oversees all CIS system projects, including design, testing, and approval of system configuration changes before releasing into Production.


2. Works with others within the organization to provide favorable customers relations.


3. Assist in the preparation, review, and monitoring of all departmental budgets.


4. Maintains awareness of new technology and customer expectations to monitor and improve the customer’s experience.


5. Handles escalated customer issues in an effort to maintain customer goodwill.  Also, assist in resolving complex problems that may affect the reputation of the Company while ensuring long-term problem resolution. 


6. Must be able to make independent decisions, meet tight deadlines, and perform well under pressure. The ideal candidate will have a proven ability to manage multiple competing priorities with minimal errors, thrive in a fast-paced environment, pivot quickly as needs change, and communicate effectively with employees at all levels of the organization.


7. Performs other duties as assigned.

Job Requirements

Education:     Required: Associate's Degree in a business-related discipline or must successfully obtain a Customer Service Management Certification from one of the following providers: Customer Service Institute of America (CSIA) within one (1) year of hire.  Employment is subject to be reviewed if the certification deadline is not met.

Experience:    A minimum of ten (10) years Customer Service/Business/Operation related experience.  Five (5) of these years must demonstrate progressive supervisory/leadership responsibilities required. Must have a thorough working knowledge of general Customer Service principles, and knowledge of Company policies and procedures, including those related to all the Customer Care departments.

Additional Requirements

Physical Demands:    Sedentary work typically in office environment. Subject to on-call during system emergencies.

Equipment:    Personal computer (MS Word, Excel, Power Point and Access desired), telephone, vehicle.

Other:             Excellent leadership and customer service skills, excellent communication skills both verbal and written and excellent organizations skills. 

Competencies