Customer Service Manager

Huntsville Utilities offers a customer service driven environment, with access to industry-leading technology that supports our employee'swork and resources to drive career advancement. Join Us at Huntsville Utilities
, where our teamis customer service-driven and uniquely focused on one goal:
To provide high quality, low cost, safe and reliable electric, natural gas and water service to our customers.

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

Exempt/Non-Exempt: Exempt

Employment Type: Full Time

Department: Customer Service

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.

• Manage, direct, and evaluate assigned staff, reviewing customer concerns and problems to ensure exceptional customer experience.
• Exercise s supervisory authority regarding personnel matters such as selection, training, discipline, termination, performance appraisals, work assignments, promotions, employee relations and salary changes.
• 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.
• 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.
• 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.
• Monitor and measure operational performance against established key performance indicators and department goals.

• Oversees all CIS system projects, including design, testing, and approval of system configuration changes before releasing into Production.
• Works with others within the organization to provide favorable customers relations.
• Assist in the preparation, review, and monitoring of all departmental budgets.
• Maintains awareness of new technology and customer expectations to monitor and improve the customer’s experience.
• 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.
• 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.
• Performs other duties as assigned.

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: Aminimum 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.

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.

Accepting Responsibility

Building and Demonstrating Respect

Championing Customer Needs

Communicatin…