Customer Service Manager

Customer Service Manager

Do you dream of a career rooted in teamwork, exceptional customer service, and a commitment to safety—all within a vibrant community rich in history? Look no further than the Concord Municipal Light Plant (CMLP), located in the birthplace of the American Revolution: Concord, Massachusetts.

At CMLP, teamwork isn’t just a value—it’s the foundation of everything we do. We bring together talented individuals with diverse backgrounds to create a dynamic, collaborative environment where everyone can contribute. In this role, you won’t work in silos—you’ll lead and support a team that shares your passion for delivering excellent customer service. Strong communication and collaboration are essential—not only for success but for safety. After 126 years of operation, we’ve learned that we are safer, stronger, and more effective when our team is fully aligned.

As our Customer Service Manager, you’ll be a key leader in ensuring a positive experience for our customers—from daily interactions to long-term relationships. You’ll help foster a culture of service excellence and ensure we continue to meet the evolving needs of our community.

Our commitment to service goes beyond the workplace. At CMLP, you’ll be part of a team that makes a real difference in people’s lives. We regularly hear from customers who appreciate the quality of our work and the professionalism of our staff.

Safety is paramount. We never ask anyone to compromise it. We provide the training and tools needed to work safely and confidently, and we are committed to a supportive environment where safety is always the top priority.

Beyond the walls of CMLP, you’ll find yourself nestled within the historical community of Concord. Steeped in rich heritage and brimming with cultural experiences, this community offers something for everyone. Explore its well-preserved landmarks, visit its open space, or simply enjoy the warm, welcoming atmosphere of its two downtown centers with charming restaurants and local shops. And more than just a welcoming place to be in, you’ll be embraced by a public who believes in the core values that shape public power.

Public power is a utility by and for the people of the community. We believe in following best practices of safety and electrical distribution, but also in allowing the public themselves to dictate the future, power supply philosophy, and rate structure. We have built a supportive relationship with the Town and the Light Board to be as successful as we can with strong leadership and staff that have, on average, 13 years of experience in the industry.

If you thrive in a team-based environment, are committed to delivering exceptional service, and appreciate the importance of a workplace grounded in trust, respect, and safety, we encourage you to apply. Join a team where your leadership will make a meaningful difference—for your colleagues, our customers, and the community we serve.

We look forward to hearing from you.

Starting salary range: $92,539.20 – $110,592.91/year, based on qualifications. This is a full-time* position, with a complete benefits package.

Applications will continue to be accepted until filled. All applications will be reviewed and the most highly qualified candidates will be invited to one or more interviews and/or other assessments. Applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.

Appointment of the final candidate will be contingent upon the results of pre-placement conditions including criminal and credit checks and a drug screening. Costs for these pre-placement requirements will be borne by the Town.

The Town of Concord, MA is an EEO Employer. We value diversity and welcome candidates of all backgrounds to apply.

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  Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.

GENERAL SUMMARY:

Under the general administrative direction of the Director of CMLP, fulfills day-to-day service requirements of commercial and other customer accounts as needed. In addition, responsible for the planning, development and implementation of a variety of energy services and off-peak marketing and load management programs for CMLP’s residential, commercial and industrial customers. Responsible for maintaining and improving upon the efficiency and effectiveness of all areas under the direction and control of the position. Performs varied and responsible duties requiring a thorough knowledge of departmental operations and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures. Is called upon to handle a significant amount of details, each varying from the other in substance and content, requiring flexibility in approach to workload.

ESSENTIAL JOB FUNCTIONS:

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

• Responds to day-to-day customer inquiries and requests related to account maintenance (billing inquiries, rate application, outage notification, electric service policy, deposits, collections, etc.), electrical consumption, Smart Grid, Advanced Metering Infrastructure and load management, and associated programs. Researches and provides information as appropriate.
• Markets and administers off-peak electric heating (Electric Thermal Storage), hot water, and other load management programs such as Demand Response. Operates computerized load management system and Smart Grid applications as appropriate.
• Develops and maintains productive, long-term relationships with large volume, key account customers.
• Closely coordinates customer service activities with the Energy Efficiency & Electrification Coordinator to optimize customer service.
• Creates and distributes a variety of information to highlight CMLP’s services as well as the advantages of a community-owned utility vs. surrounding investor-owned utilities. Communication vehicles include the CMLP web pages, residential and commercial newsletters, various brochures, newspaper articles, and coordinates public service announcements with the Communications Manager. Maintains CMLP’s web site.
• Responsible for customer care and collections for the CMLP Broadband Division.
• Prepares recommendations related to annual capital and operating budgeting process for customer service activities. Monitors program expenses, negotiates vendor contracts and ensures compliance with CMLP quality standards.
• Reviews Metering Division operating policies, billing procedures, high bill and other customer inquiries, and reporting and implements changes as appropriate to effect continual improvement of the division.
• Develops and oversees the promotion of positive relations with customers, schools, civic groups and local businesses. Coordinates Public Power Week activities and monitors American Public Power Association (APPA), New England Public Power Association (NEPPA), and the Municipal Electric Association of Massachusetts (MEAM) programs that may be applicable to Concord.
• Participates in public power initiatives to promote public relations.
• Researches, recommends and implements approved new systems and policies to effect continual improvement in operations and programs.
• In cooperation with the Director and/or Assistant Directors helps design, test and implement new electric rates, rebates and riders.
• Develops billing and financial reports for customers, staff and auditors.
• Prepares and reviews all net metering and smart grid billing.
• Performs special projects and related responsibilities as initiated and requested.
• Performs other related duties as required, directed or as the situation dictates.
• Regular attendance and punctuality at the workplace is required.

SUPERVISORY RESPONSIBILITY:

Directly supervises the activities and performance of and provides functional oversight to the Customer Service and Meter personnel. Carries out supervisory responsibilities in accordance with Concord’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; demonstrating and enforcing equitability and inclusivity; evaluating performance; addressing complaints and resolving problems; and making recommendations to the Director of CMLP concerning employee hiring, rewards or discipline.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in related field with seven or more years of progressively responsible experience in marketing and/or public relations including three or more years of supervisory experience; or any equivalent combination of education and experience.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to communicate effectively in both written and oral form. Ability to communicate tactfully with the public, co-workers, other employees, departments, officials and other agencies.
• Ability to comprehend and apply technical knowledge as it applies to energy conservation, load management and related topics and analyses.
• Ability to devise creative solutions to problem situations that conform to CMLP guidelines.
• Ability to work effectively under time constraints to meet deadlines.
• Proficiency in basic Windows Office software applications.

WORKING CONDITIONS & PHYSICAL DEMANDS:

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Normal office environment, not subject to extreme variations of temperature, noise, odors, etc. Majority of work is performed in a moderately noisy work environment, with constant interruptions. Frequently subjected to the demands of other individuals and the volume and /or rapidity with which tasks must be accomplished. Regularly attends night meetings.

Operates computer, printer, calculator, telephone, copier, postage machine and all other standard office equipment requiring eye-hand coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.