Manager Customer Care

Org Marketing Statement

For more than 100 years, the Kansas City Board of Public Utilities (BPU) has provided safe, dependable water and electric services across Wyandotte County. As a non-profit public utility, we are fully committed to serving our customers and the community as a whole. It’s more than simply providing a service. It’s a commitment to a better quality of life. That’s why BPU has been recognized as one of the top public utilities in the country. That’s the Power of Community.

The BPU offers very competitive pay and one of the best benefits packages in greater Kansas City! Come join the Power of Our Community!

Pay,Benefits, & Work Schedule

SG08 - $122,641.90 - $153,302.00 Annually

Duties and Responsibilities

Principal Accountabilities

• Leadership and Team Development: Lead, mentor, and motivate the customer care team to deliver exceptional service by fostering a collaborative, high-performance environment. Ensure team members are trained, supported, and aligned with the utility's values and customer satisfaction goals. *
• Customer Complaint Resolution: Manage and oversee the resolution process for customer complaints, ensuring solutions align with company policies and effectively satisfy customers. *
• Performance Evaluation and Improvement: Evaluate response times and the quality of resolutions and implement improvements to enhance customer care operations. *
• Customer-Centric Vision: Lead the development and reinforcement of a customer-focused culture by ensuring all decisions, strategies, and processes prioritize customer needs and expectations. *
• Collaboration and Teamwork: Collaborate across the organization, fostering partnerships, recognizing contributions, and building trust and support with other groups. *
• Conflict Management: Address difficult situations and conversations diplomatically, fully understanding the issues and finding effective resolutions while maintaining positive relationships. *
• Continuous Improvement: Stay informed about trends and best practices, identify opportunities for innovation, and enhance team skills through development initiatives. *
• Comprehensive Customer Care Knowledge: Develop a thorough understanding of all areas of customer care, providing general support and backup as needed. *
• Training and Quality Assurance: Oversee and support effective employee training and call monitoring, ensuring adherence to call control procedures and service quality standards. *
• Workforce Management: Analyze historical data and key metrics to determine staffing needs and schedules, optimizing customer care operations and resource allocation. *
• Financial Oversight and Policy Development: Prepare and manage the departmental budget, initiate new policies and procedures, and establish best practices to serve customers effectively and efficiently. *
• Board Meetings: Represent the customer care department at board meetings as requested, providing insights into team performance and initiatives. *
• Denotes essential functions of the position.
  
  

Qualifications

• Bachelor’s degree from an accredited college or university, preferred.
• Five (5) years or more of work-related experience in the areas of customer service, customer relations, credit and collections, payment processing and billing, including supervisory experience.
• Ability to perform the essential functions with or without a reasonable accommodation.
• Proven Leadership: Demonstrated success in customer service management, including leading diverse teams and inspiring excellence.
• Calm Under Pressure: Ability to maintain composure, making decisions, and guide the team effectively in high-pressure situations.
• Resilience and Adaptability: Skilled in navigating challenges with flexibility and a solution-focused mindset.
• Coaching and Development: Committed to supporting team growth through mentoring, guidance, and fostering a collaborative, high-performance environment.
• Customer-Centric Vision: Passionate about delivering exceptional customer service, with a deep understanding of customer needs and the creativity to exceed expectations.
  
  

Other Information

OPEN DATE: 03/25/2025

CLOSE DATE: 04/24/2025

NUMBER OF OPPORTUNITIES: One (1)

Conditions of Employment

All BPU employees, at the inception of their employment, shall have a period of 12 months after employment begins to establish and maintain a legal primary residence within the legally defined boundaries of the Unified Government of Wyandotte County/Kansas City, KS.

Equal Employment Opportunity

The Board of Public Utilities is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.