Manager, Customer Service

Chesapeake Utilities Corporation • Dover, DE

11d • Hybrid

About The Position

The Manager, Customer Service leads day-to-day customer service operations through a hybrid support model that includes an internal Resolution Team and an external BPO (Business Process Outsourcing) partner responsible for managing the primary customer contact center. This role is accountable for service delivery, customer experience, operational performance, and business continuity across voice and digital support channels, including oversight of the internal Resolution Team, emergency response team, and BPO partner. The Manager focuses on operational execution, people leadership, partner oversight, and continuous improvement, working closely with internal stakeholders to enhance customer experience and support organizational service objectives. This leader plays an important part in strengthening customer service performance through disciplined processes, data-driven insights, and effective team leadership. Contact Center BPO (Business Process Outsourcing) refers to the practice of outsourcing customer service and support operations—such as call centers, email support, live chat, and social media engagement—to a third-party provider.

Requirements

• Demonstrated experience with utility operations in regulated service environments
• Strong people leadership skills with demonstrated ability to manage frontline leaders and teams
• Effective communication skills (written and verbal) with customers, vendors, and internal stakeholders with a focus on building relationships
• Ability to analyze data, identify trends, and translate insights into operational improvements
• Excellent computer skills including Microsoft Office Suite & SAP. Working knowledge of IVR/phone systems, such as Five9, and contact center support systems/technologies
• Ability and willingness to travel to various locations and work extended/non-standard hours as needed, support during storm/emergency required
• 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

Responsibilities

• 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
• Manages 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 back up services to ensure 24/7 response within required service level
• Collaborates cross-functionally with Strategy/Systems, Billing, Field Services, IT, and Communications to improve workflows, streamline processes, and enhance service delivery
• Ability to foster a culture of accountability, ownership, empowerment, and continuous improvement within both internal and external service teams

Benefits

• Competitive base salary
• Fantastic opportunities for career growth
• Cooperative, 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager