Manager of Customer Service Field Operations

Memphis Light, Gas and Water•Memphis, TN

23h•Hybrid

About The Position

The Manager of Customer Service Field Operations will manage business operations and standards related to MLGW customer requests in the field. This role will plan, organize, and manage customer service teams and functions for daily operations. This position will evaluate customer utility services (electric, gas, and water) and address emergencies which includes fires, gas leaks, and outages. Develop key performance indicators and conduct employee performance evaluations to support professional growth and enhance customer experiences.

Requirements

Must have a valid driver's license from state of residence.
Bachelor's Degree in Business Administration or related degree is required.
Six (6) years of progressive level experience in Customer Service or related field is required.
Two (2) years of supervisory/leadership experience is required.
Must successfully complete NIMS Training within one (1) year of entering job.
Knowledge of utility billing practices, utility industry nuances, and business operations is expected.
Must possess the ability to manage multiple tasks concurrently while prioritizing effectively.
Must demonstrate proficiency in data analysis, problem solving, planning, and organizational skills.

Responsibilities

Manage and provide leadership to Customer Service Field Operation Technicians and Supervisors.
Ensure team members are properly trained, motivated, and equipped to perform their duties effectively.
Plan, organize and control the workload related to utility maintenance and emergencies; inspection/repair and adjustment of customer services; inspection of fires/explosions involving Division services; investigate/process and resolve customer inquiries and requests.
Manage the daily operations of meter maintenance.
Monitor workload distribution and optimize meter-related service work to maximize efficiencies.
Coordinate with internal departments to address customer inquiries, service requests, and meter-related issues promptly.
Set performance goals and objectives for the field operations team in alignment with departmental and organizational objectives.
Monitor performance metrics, such as service response times, and customer satisfaction, and take proactive measures to address any deviations.
Provide feedback, coaching, and recognition to team members to foster professional development and engagement.
Generate regular reports on service activities, trends, and key performance indicators.
Analyze data to identify opportunities for process improvements and cost efficiencies.
Present findings and recommendations to senior management for strategic decision-making.
Review and approve reports; monitor work progress/quality and the adherence of time schedules; ensure timely preparation of progress/cost analysis reports; prepare/monitor area budget.
Identify areas for improvement and develop corrective action plans to address quality deficiencies and safety culture improvement.
Collaborate with cross-functional teams to optimize processes and enhance customer experience and ensure seamless meter to cash operations.
Perform other duties as assigned.