Director of Customer Service

(Applications will be reviewed as they are received. This position will close once a suitable candidate has been selected)

We’re Hiring! Toho Water Authority is looking for a Director of Customer Service to lead our Contact Center, Business Center, and Service Center in a fast-paced, growing utility environment. This leader will help strengthen our billing operations (cash-to-meter), advance our use of AMI data and technology, set the vision, champion a customer-first culture, and guide a talented team to deliver outstanding service.

If you’re a strategic leader ready to make a community impact, this is your opportunity.

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We’re hiring a Director of Customer Service at Toho Water Authority.

This role leads our Contact Center, Business Center, and Service Center at a fast-growing utility serving one of Central Florida’s most dynamic communities.

We’re looking for a leader who can:

• Strengthen billing operations across the cash-to-meter lifecycle
• Help us maximize the value of our AMI technology and data
• Build high-performing teams and a strong customer-first culture
• Lead with both strategy and execution

This is an opportunity to modernize customer service operations, improve the customer experience, and make a meaningful community impact.

• Strategic Leadership & Direction
  • Provide vision and direction for the Customer Service Division, aligning efforts with utility-wide objectives.
  • Develop and execute operational plans that drive service excellence, efficiency, and customer satisfaction.
  • Lead with a people-first approach that fosters engagement, growth, and high performance.
• Customer Experience & Continuous Improvement
  • Drive improvements in customer satisfaction, accessibility, and resolution times across all channels.
  • Implement new technologies and process improvements that enhance internal workflows and customer outcomes.
  • Champion customer advocacy, capturing and utilizing customer feedback to improve services.
• Operational Oversight
  • Oversee day-to-day operations to ensure service level agreements and performance goals are met or exceeded.
  • Monitor and analyze operational metrics, including call volumes, billing accuracy, collection effectiveness, and field response times.
  • Ensure compliance with all applicable regulations, policies, and procedures.
• People Management
  • Directly supervise and support leaders across key functional areas.
  • Support the coaching and development of a workforce of over 100 employees, promoting a collaborative, inclusive, and high-performing culture.
  • Partner with HR and training staff to ensure effective onboarding, continual learning, and succession planning.
• Collaboration & Communication
  • Serve as a key liaison with internal departments such as IT, Operations, and Finance to ensure cross-functional support and alignment.
  • Communicate regularly with executive leadership, providing insight into performance trends, challenges, and opportunities.
  • Represent the utility in community and industry settings, promoting transparency and public trust.

Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical way to obtain that required qualification would be:

• Bachelor’s degree in Business Administration, Public Administration, Management, or a related field or any other combination of education, training, and experience consistent with development of the skills to succeed in this role.
• Minimum of 7 years of progressive leadership experience in customer service operations, with at least 3 years in a management role.
• Proven experience overseeing large customer service teams.
• Strong analytical skills and ability to interpret complex data to drive decision-making.
• Exceptional communication, interpersonal, and team leadership skills.
• Must possess and maintain a valid State of Florida Class E Driver's License.

DESIRED

QUALIFICATIONS:

• Experience with utility customer service or similarly regulated environments.
• Experience across multiple customer service channels (e.g., call centers, field service, billing) strongly desired.
• Familiarity with customer service technology systems including Advanced Metering Infrastructure, CIS platforms, work order…