Manager Customer Service

About the role

The Manager - Customer Services oversees all aspects of customer service for CO-Field Operations. They lead a team dedicated to providing high-level proactive service to We Energies customers. This team includes Customer Service Supervisors, Field Services Supervisors, Service Managers, Energy Service Consultants, Customer Service Technicians and Designers, Gas Sales Representatives, Expediting Clerks, and other clerical employees.

Responsibilities

• Provide coaching, counseling, discipline, training and development to team members as required.
• To establish performance management and development plans (goals) annually with each team member.
• To routinely and regularly monitor performance, reinforce expectations, evaluate and communicate performance levels to individual team members and adjust plans and priorities to meet corporate and departmental goals as necessary.
• Provide strategic leadership to establish and maintain relationships with customers including builders and developers as well as communities that result in strong loyalty to Peoples Gas as an energy provider.
• Create an environment so that team members can provide proactive service to customers and communities concerning gas delivery issues.
• Lead the service team to be the customer advocate for Peoples Gas customers (relationship building), to help customers make good decisions and to influence action internally at Peoples Gas, knowing who to call to get things done, working with construction and maintenance and professional and technical areas within the business unit in order to respond to and/or resolve customers’ problems, issues, complaints, etc.
• Lead the various customer service initiatives within the area, direct process change associated with improving customer satisfaction and through the implementation of a Work Management System.
• Work with other Peoples Gas departments to develop and implement new expanded services such as consultation on energy utilization, premium service, and others that offer customers more value for their energy expenditures.
• Work with the Local Affairs & Community Relations and Customer Effectiveness groups to implement a strategy that develops solid working relationships with municipal and regulatory officials.
• Support the Shop Area Managers by performing a lead role in any mobilization and being actively involved as a presence in the community(s).

Requirements

• Candidates with a degree must have at least five years of related business, operation, management and customer contact experience and at least three years of experience in a leadership role.
• Candidates without a bachelor's degree must have five years of related business, operation, management and customer contact experience and at least five years of experience in a leadership role.

Qualifications

• High School Diploma, GED or HSED
• Experience in working in a Union environment
• Experience in Maximo, PCAD/Open Grid, Open-CIS/PANDA

Skills

Not specified

Benefits

Not specified

Pay

Pay Range Minimum: $119,696.20
Pay Range Maximum: $179,544.04

The pay range reflects the minimum and maximum for the position at the time of posting and may be modified in the future. The starting salary/pay within the pay range will be based on several factors, as applicable, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business and organizational needs.

At WEC Energy Group, it is not typical for an individual to be hired at or near the top of the range for their role. We reserve the right to modify the application deadline or discontinue accepting applications for any position if deemed necessary.