Customer Liaison Specialist

Customer Liaison Specialist

As a Customer Liaison Specialist, you will lead and manage our Customer Complaint Program and Dispute Resolution process while overseeing complex, sensitive, high-profile customer complaints and escalations to support consistently defensible, fair, transparent, and robust resolutions. You will collaborate and liaise with a variety of cross-functional teams, CEO and Executive Leadership Team, Utilities Board, and external agencies such as the Better Business Bureau.

Additionally, you will manage the Springs Utilities System Information (SUSI) knowledge management program, including providing oversight of standards along with support and direction to staff who leverage this information.

What Else Will You Be Doing?

• Manages the Customer Complaint Program, including oversight of high-level customer escalations received through the Utility Board, City Auditor, Executive Leadership Team, CEO, Better Business Bureau, City Claims, and other external channels
• Resolves complex customer issues through written and verbal communication, applying de-escalation techniques to support fair, consistent, and timely outcomes
• Leads complex complaint investigations by reviewing and researching customer account history, billing records, system data, communication records, policies, procedures, Utility Rules and Regulations, and applicable City Code requirements
• Develops clear, accurate, and defensible case summaries, findings, recommendations, and written responses for leadership, customers, legal partners, and external agencies
• Manages the Dispute Resolution process in accordance with Utility Rules and Regulations, including coordination with the City Attorney's Office, City Auditor's Office, Better Business Bureau, and other internal and external stakeholders
• Provides program oversight, direction, and guidance to Customer Service Center supervisors or other staff assisting with escalated complaint resolution to support consistency, accuracy, and timely case completion
• Identifies complaint trends, process gaps, policy concerns, training opportunities, and operational risks; recommend improvements to strengthen customer experience, compliance, and organizational accountability
• Represents the Customer Services Department in sensitive or high-profile matters that require discretion, confidentiality, sound judgment, and professional communication, including preparing case summaries or documentation for presentation in a District Court setting and providing testimony
• Manages the SUSI knowledge management program, including oversight of approximately 400 knowledge articles that support Customer Service Center and Revenue and Billing procedures, customer interactions, and operational consistency
• Provides direction and indirect supervision to the SUSI support team responsible for updating existing articles, creating new articles when procedures or policies change, and discontinuing articles that are no longer valid
• Establishes and maintains content standards, templates, governance expectations, review cycles, and quality controls to ensure SUSI articles remain accurate, current, consistent, and easy to use
• Coordinates with leadership, supervisors, subject matter experts, and support staff to ensure knowledge articles reflect current business practices, approved procedures, and policy changes
• Identifies opportunities to improve article structure, visibility, layout, searchability, and usability to better support customer service agents at all levels
• Monitors program effectiveness and recommend improvements that strengthen training, operational consistency, and knowledge sharing across the Customer Service Center

Who You Are

• Demonstrated experience in customer service, complaint resolution, dispute resolution, and/or customer advocacy
• Experience investigating and resolving complex customer complaints, disputes, or escalated issues requiring analysis, research, and policy interpretation
• Experience preparing detailed written findings, recommendations, reports, and correspondence for leadership, customers, regulatory agencies, legal partners, or other stakeholders
• Experience developing, maintaining, or governing knowledge management systems or procedural documentation
• Strong analytical, problem-solving, and decision-making skills with the ability to interpret and apply policies, procedures, and regulations
• Ability to manage multiple complex assignments, maintain confidentiality, and leverage sound judgment
• Exceptional written and verbal…