Customer Service Center Manager
Colorado Springs Utilities is seeking a Customer Service Center Manager who will be responsible for overseeing a large customer service team which acts as the primary point of contact for the citizen owners and customers of Colorado Springs Utilities. In this position, you will be responsible for the execution of the organizational vision and mission via our customer service center.
Typical responsibilities include:
Building, developing and maintaining high performing teams
Developing systems, policies and processes to ensure an exemplary customer experience; ensuring barriers to success are resolved quickly and efficiently
Developing and sustaining a culture of customer experience excellence to include data gathering, analytics and measurement as well as compliance to FTC, FDCPA, TCPA, and other governmental regulations
Maintaining constant and open communication with stakeholders across Colorado Springs Utilities to maintain an awareness of customer impacting issues and situations
Why should you apply? If you are a proactive leader who can energize multiple teams in an environment of change and growth, with a strong commitment to exceptional customer experience and a high level of dedication, enthusiasm and motivation, then we are looking for you! Come join a team with a passion for what we do and the difference we make in our community.
What will it take to be successful? While most candidates will have 10+ years progressively responsible experience, including at least 5 years in a senior management or executive level position along with a Bachelor's Degree in Business Administration, Management, or a closely related field, the ideal candidate will have demonstrated Utilities and billing system experience as well as an understanding and competency in call center workforce management disciplines, and an understanding of IT/Telephone systems within a call center environment. Knowledge of call center technologies including IVR’s, predictive dialers, and Chat is preferred.
Additionally, we are looking for someone with the following skills and competencies:
Determined achiever focused on delivery and problem resolution
Ability to successfully execute both tactically and strategically
Fosters open communication, listens to others and collaborates
Displays organizational savvy and values diversity
Champion for innovation and creativity
Persuasive, confident and articulate presenter/motivator across all levels internally and externally
Coaches and develops direct reports and team members
Provides clear direction and leads courageously