Customer Service Manager

Description

Managing service, empowering people, sustaining power.

Apply today to be the next Customer Service Manager for the Electric Utility Division!

1st review of applications is planned for Wednesday, January 14, 2025.

This position works on a 9/80 or 4/10 work schedule.

* This recruitment will establish an eligibility list for vacancies in the next 6 months*

THE POSITION

The Customer Service Manager plays a pivotal role in ensuring the effective delivery of customer service within the City's Electric Utility Division. Reporting to the Electric Utility Division Manager, this position oversees customer service operations, call center activities, credit and collections, and the administration of contracts related to billing and customer information systems. The Customer Service Manager is responsible for maintaining financial stability through budget development, rate application, and policy implementation, while fostering a culture of accountability, efficiency, and responsiveness. This role requires balancing operational oversight with strategic planning to enhance customer satisfaction and strengthen community trust in the City's utility services.

Find additional information in the Customer Service Managerdescriptions.

OUR IDEAL CANDIDATE

The ideal candidate for the Customer Service Manager position is a seasoned professional who combines strong leadership in customer service management with an understanding of utility operations. They will be responsible for guiding the customer service team, overseeing call center operations, and managing credit and collections, all while ensuring customers receive timely, accurate, and respectful service. This individual should bring experience in utility environments and the ability to navigate complex billing systems, rate structures, and automated technologies, including Customer Information Systems, Customer Portals, and Advanced Metering Infrastructure (AMI). Beyond operational expertise, the ideal candidate will play a critical role in developing the department, shaping its unique needs, and building systems and processes that strengthen efficiency and enhance the customer experience. They will be adept at preparing and monitoring budgets, applying rate structures, and ensuring compliance with administrative policies to safeguard the utility's financial stability. As a manager, they will foster a culture of accountability, teamwork, and continuous improvement, recruiting and mentoring staff while motivating them to achieve high performance. The ideal candidate will also demonstrate strong problem-solving skills, the ability to analyze challenges, identify opportunities for innovation, and implement solutions aligned with organizational goals. With a bachelor's degree in business, economics, communications, or a related field, and at least five years of progressively responsible experience in utility customer service and operations, this individual will be well-equipped to lead the department, deliver reliable and community-focused service, and help shape its future direction.

MINIMUM QUALIFICATIONS

Abachelor's degree in business, economics, communication or a closely related field; OR equivalent related work experience AND 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.

ABOUT THE MORENO VALLEY UTILITY DIVISION

The Moreno Valley Utility (MVU) manages the operation, maintenance, and business planning of the City's electric utility. The City began serving new customers in February 2004,providing safe, reliable, and economical public electric service with a focus on innovative customer solutions, infrastructure enhancement, community development, and environmentally responsible resource management.

For more information about the Moreno Valley Electric Utility Division, please click here.

THE SELECTION PROCESS

Applicants possessing the MOST DESIRABLEqualifications at each level, based on a screening of required application materials, including the completed Supplemental Questionnaire, will be invited to continue in the selection process.

The City of Moreno Valley prioritizes and is committed to continuously providing a workplace where equal employment opportunity is afforded to all people. As part of this commitment, the City of Moreno Valley will ensure that persons with disabilities are provided reasonable accommodations.

If reasonable accommodations are needed to participate in the interview process, please contact Human Resources at hr@moval.orgor (951) 413-3045.