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City of Moreno Valley · 8 hours ago

Customer Service Manager

Moreno Valley, CA

Full-time

Onsite

Senior Level

5+ years exp

The City of Moreno Valley is seeking a Customer Service Manager for the Electric Utility Division. This role is crucial for ensuring effective customer service delivery, overseeing operations, and maintaining financial stability while fostering a culture of accountability and efficiency.

Business DevelopmentFinanceGovernment

Responsibilities

Oversee customer service operations, call center activities, credit and collections, and the administration of contracts related to billing and customer information systems

Maintain financial stability through budget development, rate application, and policy implementation

Foster a culture of accountability, efficiency, and responsiveness

Balance operational oversight with strategic planning to enhance customer satisfaction and strengthen community trust in the City’s utility services

Guide the customer service team and ensure customers receive timely, accurate, and respectful service

Navigate complex billing systems, rate structures, and automated technologies, including Customer Information Systems, Customer Portals, and Advanced Metering Infrastructure (AMI)

Develop the department, shape its unique needs, and build systems and processes that strengthen efficiency and enhance the customer experience

Prepare and monitor budgets, apply rate structures, and ensure compliance with administrative policies to safeguard the utility's financial stability

Recruit and mentor staff while motivating them to achieve high performance

Analyze challenges, identify opportunities for innovation, and implement solutions aligned with organizational goals

Qualification

Customer service managementUtility operationsBudget developmentCreditCollectionsCustomer Information SystemsAdvanced Metering InfrastructureContinuous improvementLeadershipProblem-solvingTeamwork

Required

A bachelor's degree in business, economics, communication or a closely related field; OR equivalent related work experience

At least five (5) years of progressively responsible experience in utilities commercial operations, utilizing automated systems, preferably including experience in customer service, field services, credit, and collection activities