Manager Customer Service

Job Summary

The Manager - Customer Services is responsible for all aspects of customer service for CO-Field Operations. They are responsible for leading a team dedicated to providing a high level of proactive service to We Energies customers. This team can be made of 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. For Subdivisions work group, this team includes Operations Supervisors and possible Inspectors.

Job 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
• Work to create an environment so that team members can provide proactive service to customers and communities concerning gas delivery issues.  Issues include gas meter/billing disputes, regulatory issues, customer satisfaction concerns, personnel matters
• Work within Peoples Gas to provide increasingly reliable gas to customers
• 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
• Work with and support the Shop Area Managers by performing a lead role in any mobilization and in being actively involved as a presence in the community(s)

Minimum Qualifications

• High School Diploma, GED or HSED
• 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

Preferred Qualifications

• Experience in working in a Union environment
• Experience in Maximo, PCAD/Open Grid, Open-CIS/PANDA