Customer Service Director

2 weeks ago

Decatur, Alabama, United States Decatur Utilities Full time
Job Title: Customer Service Manager

Decatur Utilities is seeking a highly motivated and experienced Customer Service Manager to oversee and manage activities in the areas of Customer Service, Billing/Payments, and Field Services.

Key Responsibilities:
  • Manage and provide direction to Customer Service Supervisor, Billing Supervisor, and Field Service Supervisor.
  • Ensure compliance with all regulatory agencies and coordinate projects with other governmental entities.
  • Conduct periodical customer surveys to ensure critical customer issues are addressed in a professional and timely manner.
  • Manage deposit and bad debt programs to ensure minimal uncollectible accounts.
  • Develop marketing strategies to inform customers of DU services and participate in community events to increase customer confidence and awareness.
  • Approve and develop policies, organization structures, staffing requirements, budget projections, system requirements, and long-range goals for designated work groups.
  • Develop, monitor, and report on operating revenues and expenses within functional areas.
  • Study and recommend process improvements that will enhance performance in a cost-effective manner.
  • Review and approve hiring and termination decisions, training requests, performance discussions, and pay increases for workgroups.
  • Makes presentations to the Municipal Utilities Board, City Council, and other community and business entities.
Requirements:
  • Bachelor's degree in business, public relations, marketing, or a related field from an accredited college or university.
  • Minimum of ten years of experience in management required.
  • Electric utility industry experience and management-level supervision preferred.
Skills and Qualifications:
  • Ability to read, analyze, and interpret common utility industry journals, financial reports, legal documents, technical manuals, and governmental regulations.
  • Ability to respond to common inquiries or complaints from employees, customers, regulatory agencies, or members of the business/industry community.
  • Ability to write various correspondence, policies, and documents.
  • Ability to present information to managers, public groups, employees, and Municipal Utilities Board (MUB) and establish and maintain effective work relationships.
Working Conditions:

No significant physical demands; has discretion about walking, sitting, and standing. Generally office environment with no major source of discomfort.

Other Requirements:

Must be highly motivated with strong communication, leadership skills, and ability to handle sensitive business matters; good organizational and time management skills; detailed-oriented; ability to handle multiple projects and tasks simultaneously; available to work scheduled and unscheduled times to accommodate work demands and emergency situations; maintain professional business appearance and image; subject to random drug testing and driver's license checks.

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