Utility Customer Service Division Manager

JOB
Are you a dynamic leader with a passion for delivering exceptional service? Join our team as the Utilities Customer Service Manager, where you’ll oversee a dedicated division committed to providing superior support to the community!The purpose of this position is to oversee the Utility Customer Service Division with an emphasis of delivering superior customer service. This is accomplished by leading and developing employees, managing the division’s operations, and ensuring efficient and effective service delivery. Additional responsibilities include project and budget management, developing long-range goals, and collaborating with others to achieve organizational objectives.

EXAMPLE OF DUTIES
Leadership and Team ManagementBuild and lead effective customer service teams by hiring, training, and mentoring personnel.Monitor and evaluate division performance, providing coaching and support as needed.Foster a culture of collaboration, innovation, and accountability within the division.Budget and Financial OversightForecast, monitor, and control expenditures and revenues to maintain fiscal accountability.Evaluate financial trends and develop solutions to meet budgetary goals.Assist with the annual rate study, provide rate recommendations, and provide updates as required..Prepare and manage the division’s annual budget, ensuring alignment with organizational objectives.Strategic Planning and Vision DevelopmentDevelop and implement long-term goals and vision that aligns with the City’s strategic objectives.Provide direction and motivation to staff to achieve divisional milestones.Secure and sustain support for the division’s initiatives through effective communication and staff engagement.Operations and Project ManagementOversee all projects within the division, ensuring timely and successful completion.Coordinate activities with other departments, department heads, and other identified stakeholders.Respond to and resolve customer service-related issues promptly and effectively.Engage with consultants, vendors, and others as needed to address concerns and foster strong relationships.Lead the adoption and implementation of solutions to enhance operational efficiency and customer service delivery.Identify opportunities for improvement.Performance Metrics Develop and monitor key performance indicators to evaluate division performance.Identify operational risks and implement strategies to mitigate potential impacts.Special Projects and AttendanceUndertake special projects as assigned.Maintain regular and dependable attendance to meet operational needs.