Manager of Customer Service Field Operations

MLGW is an equal opportunity employer and does not discriminate because of race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability, protected veteran status, or any other status protected by law. No information obtained in this application is intended to be used for such discrimination.

Manager Customer Service Field Operations will manage business operations and standards related to MLGW customer requests in the field. This role will plan, organize, and manage customer service teams and functions for daily operations. This position will evaluate customer utility services (electric, gas, and water) and address emergencies which includes fires, gas leaks, and outages.
Develop key performance indicators and conduct employee performance evaluations to support professional growth and enhance customer experiences.

ESSENTIAL FUNCTIONS: Manage and provide leadership to Customer Service Field Operation Technicians and Supervisors. Ensure team members are properly trained, motivated, and equipped to perform their duties effectively. Plan, organize and control the workload related to utility maintenance and emergencies; inspection/repair and adjustment of customer services; inspection
of fires/explosions involving Division services; investigate/process and resolve customer inquiries and requests. Manage the daily operations of meter maintenance. Monitor workload distribution and optimize meter-related service work to maximize efficiencies. Coordinate with internal departments to address customer inquiries, service requests, and meter-related issues promptly. Set
performance goals and objectives for the field operations team in alignment with departmental and organizational objectives.

Monitor performance metrics, such as service response times, and customer satisfaction, and take proactive measures to address any deviations. Provide feedback, coaching, and recognition to team members to foster professional development and engagement. Generate regular reports on service activities, trends, and key performance indicators. Analyze data to identify opportunities for process improvements and cost efficiencies.

Present findings and recommendations to senior management for strategic decision-making. Review and approve reports; monitor work progress/quality and the adherence of time schedules; ensure timely preparation of progress/cost analysis reports; prepare/monitor area budget. Identify areas for improvement and develop corrective action plans to address quality deficiencies and safety culture improvement. Collaborate with cross-functional teams to optimize processes and enhance customer experience and ensure seamless meter to cash operations. Perform other duties as assigned.

LICENSES AND CERTIFICATIONS

Must have a valid driver's license from state of residence.

EDUCATION

Bachelor's Degree in Business Administration or related degree is required.

EXPERIENCE

Six (6) years of progressive level experience in Customer Service or related field is required. Two (2) years of supervisory/leadership experience is required.

ADDITIONAL INFORMATION

Must successfully complete NIMS Training within one (1) year of entering job. Work in office most of the time. Subject to travel to job sites for inspections and hazardous working conditions. Flexible work environment. Physical Demands: Subject to occasional bending, stooping and crouching. Requires sedentary work involving standing or walking for brief periods, exerting up to 20 pounds of force on a regular basis; and some dexterity in operating office equipment. Knowledge of utility billing practices, utility industry nuances, and business operations is expected. Must possess the ability to manage multiple tasks concurrently while prioritizing effectively. Must demonstrate proficiency in data analysis, problem solving, planning, and organizational skills.
THIS LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY.