Manager, Customer Service

What Makes Us Great

The heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe, and build trusting relationships.

What You'll Be Working On

• Manage day-to-day customer service operations across internal teams and the external BPO partner to ensure timely, accurate, and consistent service delivery
• Establish operational priorities, performance expectations, and service standards aligned with organizational goals
• Lead and develop customer service leaders through coaching, performance management, and employee engagement
• Manage BPO partner relationship, overseeing the primary customer contact center, ensuring consistent service quality and performance against SLAs/KPIs
• Lead the internal Resolution Team to ensure escalated customer inquiries are handled efficiently and accurately
• Responsible for enterprise-wide Emergency Response Team (ERT), including vendor relationship for backup services to ensure 24/7 response within required service level
• Collaborate cross-functionally with Strategy/Systems, Billing, Field Services, IT, and Communications to improve workflows, streamline processes, and enhance service delivery
• Demonstrate experience with utility operations in regulated service environments
• Show strong people leadership skills with demonstrated ability to manage frontline leaders and teams
• Display effective communication skills (written and verbal) with customers, vendors, and internal stakeholders with a focus on building relationships
• Analyze data, identify trends, and translate insights into operational improvements
• Show ability to work independently and manage multiple tasks simultaneously
• Show ability to travel to various locations and work extended/non-standard hours as needed, support during storm/emergency required
• Foster a culture of accountability, ownership, empowerment, and continuous improvement within both internal and external service teams

Who You Are

• Bachelor’s degree in Business, Communications, Operations Management, or a related field (Energy Industry preferred)
• Minimum six (6) years of progressive experience in Customer Service or Contact Center Operations, prior experience managing frontline leaders (BPO experience preferred)
• Standard driver’s license

Benefits

• Competitive base salary
• Fantastic opportunities for career growth
• Coooperative, supportive and empowered team atmosphere
• Annual bonus and salary increase opportunities
• Monthly recognition events
• Endless wellness initiatives and community events
• Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time!