Customer Care Manager

AdCode:  1243
Date:  Jul 14, 2024
State:  TX
City:  Sugar Land
Business Unit:  Gulf Coast Utilities
Category:  Service Operations
Job Type: 

For over 50 years, Texas Water Utilities has been a trusted provider of water and wastewater utility services. Today, we serve over 143,000 customers in 207 Texas communities. Our service area reaches throughout the state of Texas from Mitchell County in central Texas to Matagorda on the Gulf Shores. It all starts with our people – proud members of their communities, dedicated to delivering safe, reliable, and cost-effective water utility services.

Overview

Join our team at Texas Water Utilities, a leading water utility dedicated to providing excellent service to our community. We're seeking a Customer Care Manager to oversee our customer service operations. This role is pivotal in ensuring our customers receive timely, accurate, and courteous support.

What We Offer

  • Paid Time Off: Starting at 3 weeks annually in addition to company-paid holidays
  • Health Benefits: The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well.   
  • 401(k) Program with Employer Match: Employer contribution made to the 401(k) plan are vested at 100% and start 30 days after your start.  
  • Grow with us: Professional development opportunities through training, professional certifications, and education allowance    
  • Additional Benefits: Other great benefits include company provided life insurance and an Employee Assistance Program just to name a few. 

What You'll Do

ESSENTIAL FUNCTIONS 
Reasonable Accommodations Statement 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
 
This position will be willing and able to perform the following duties and others as assigned:

  • Lead department functions, supervise employees, manage budget, and oversee personnel matters.
  • Oversee Customer Care process workflows, communicate changes effectively, and track department metrics while providing documentation and reports.
  • Monitor call quality and provide feedback, evaluate representative performance, and support their development.
  • Handle escalated customer inquiries and complaints, ensuring timely resolution.
  • Train and coach customer care representatives to enhance their skills and performance.
  • Coordinate with various departments for efficient issue resolution.
  • Adhere to utility regulations. Investigate payment anomalies, approve payment arrangements, and respond to customer inquiries.
  • Represent the department in company meetings and at external events.
  • Identify opportunities for process improvement, develop strategies, and implement enhancements to achieve department objectives.

Work Location and Schedule

Primary work location: Sugar Land, TX

Regular business hours: Monday through Friday, 8:00AM to 5:00PM

Occasional evening or weekend work may be required based on operational needs.

What You'll Bring

Experience

  • 7+ years of experience in Customer Service in a contact center environment with at least 4 years of leadership and management experience preferred.

Education

  • High School Degree or Equivalent
  • Bachelor's Degree from an accredited college or university preferred

Nice to Have

  • Experience working with SAP applications
  • Prior experience working in the utilities industry

Knowledge, Skills, and Abilities

  • A passion for providing outstanding customer service and a commitment to continuous improvement.
  • Strong leadership skills with the ability to motivate and manage a team effectively.
  • Excellent verbal and written communication and interpersonal skills to interact successfully with customers and team members.
  • Problem-solving abilities and the capacity to handle difficult situations with professionalism and empathy.
  • Strong analytical skills, ability to use thinking and reasoning to effectively solve problems.
  • Commitment to accountability and reliability.
  • Strong technical and computers skills with high level of proficiency in Microsoft Office 365 applications including Outlook, Word, Excel, SharePoint, and PowerPoint.

Work Environment and Conditions

Primarily office-based with some travel required for meetings and site visits.

We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law. 

We are an E-Verify participating employer.   


Nearest Major Market: Houston