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Customer Service Manager
2 months ago
We are seeking a highly skilled Customer Service Manager to lead our customer service operations at SouthWest Water Texas. As a key member of our team, you will be responsible for overseeing the customer service process, supervising employees, managing budgets, and ensuring excellent customer experience.
Key Responsibilities- Lead department functions, supervise employees, manage budget, and oversee personnel matters.
- Oversee customer service process workflows, communicate changes effectively, and track department metrics while providing documentation and reports.
- Monitor call quality and provide feedback, evaluate representative performance, and support their development.
- Handle escalated customer inquiries and complaints, ensuring timely resolution.
- Train and coach customer care representatives to enhance their skills and performance.
- Coordinate with various departments for efficient issue resolution.
- Adhere to utility regulations. Investigate payment anomalies, approve payment arrangements, and respond to customer inquiries.
- Represent the department in company meetings and at external events.
- Identify opportunities for process improvement, develop strategies, and implement enhancements to achieve department objectives.
- 7+ years of experience in customer service in a contact center environment with at least 4 years of leadership and management experience.
- High School Degree or Equivalent; Bachelor's Degree from an accredited college or university preferred.
- Strong leadership skills with the ability to motivate and manage a team effectively.
- Excellent verbal and written communication and interpersonal skills to interact successfully with customers and team members.
- Problem-solving abilities and the capacity to handle difficult situations with professionalism and empathy.
- Strong analytical skills, ability to use thinking and reasoning to effectively solve problems.
- Commitment to accountability and reliability.
- Strong technical and computer skills with high-level proficiency in Microsoft Office 365 applications.
SouthWest Water Texas is a leading water utility dedicated to providing excellent service to our community. We are a proud Equal Opportunity Employer and are committed to creating a diverse and inclusive work environment.
