Customer Service Manager III (Power Distribution Equipment)

Job Summary:

The Customer Service Manager position is responsible for the day-to-day activities of assigned customer accounts. Serving as the primary advocate for the customer within the company, this role requires maintaining a balance between supporting customer needs and upholding company interests. The Customer Service Manager is expected to build and maintain strong, long-lasting customer relationships, working closely with the assigned sales representative and identifying opportunities to offer additional services. This position coordinates services with customers, addresses issues to effectively manage their expectations, and collaborates with the operations team to meet or exceed financial and operational goals for their accounts.

Additionally, the Customer Service Manager oversees customer accounts and assists inter-department team members with tasks such as contract renewals for current accounts (including price adjustments), collaborating with Sales on pricing requests for additional locations or services, reviewing customer proposed Scopes of Work, developing reports to manage key performance indicators (KPI) defined by the customer and/or company, and scheduling and attending periodic business reviews.

Minimum Qualifications: (Education, Experience, Knowledge, and Skills):

- Minimum of 3 years’ experience as a Customer Service Manager in a B2B setting.

- High School diploma required; Bachelor’s degree preferred.

- Experience in service industries (e.g., Power Generation, HVAC) preferred.

- Proven ability to handle complex customer issues, contract renewals, and urgent service needs.

- Proficient in Microsoft Office; CRM/workflow tool experience a plus.

- Strong organizational, account management, critical thinking, and problem-solving skills.

- Excellent communication for presentations, reports, and correspondence.

- Ability to build relationships and maintain high customer satisfaction.

- Knowledge of electrical power distribution and control systems preferred.

- Willingness to travel and provide after-hours support as needed.

- Energetic, adaptable, collaborative, and resilient.

- Skilled at managing demanding customers with professionalism.

- Able to handle strict deadlines, multitask, and work independently in a fast-paced environment.

Duties and Responsibilities:

- Serve as the primary advocate and contact for assigned customer accounts.

- Build and maintain strong, long-term customer relationships.

- Lead regular meetings to review upcoming services, gather feedback, and communicate results to management and service teams.

- Ensure contract compliance and complete all required reporting.

- Support account growth, contract renewals, and sales initiatives.

- Promote an inclusive culture and mentor other team members.

- Oversee work orders, ensure timely service delivery, and enhance internal processes and CRM practices.

- Lead customer update meetings, site visits, and portfolio reviews.

- Monitor customer KPIs, report results, and identify risks or improvements.

- Maintain clear, tailored communication with clients and internal teams.

- Prepare and deliver presentations, reports, and summaries.

- Use data and company policies to inform decisions, and quality.

- Apply escalation frameworks and involve leadership when required.

- Develop knowledge of electrical power distribution, controls, and commissioning processes.

- Use PowerSecure’s PowerControl platform for emergency and storm response coordination.

- Manage customer day-to-day communication via calls, emails, and vendor portals, and travel as needed for customer meetings.

Physical Demands and Work Environment:

- Professional office environment seated at a desk working on a computer.

- Travel occasionally required at customer sites.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.

About Us:

PowerSecure, a Southern Company subsidiary, is a leading provider of innovative energy solutions to electric utilities and their industrial, institutional, and commercial customers.

Join Our Power Team!

We invest in high-value and cost-effective benefits for our employees. Our benefits package includes:

- Medical, dental, vision and life insurance coverage

- Competitive pay and a matching 401 (k) plan

- Vacation, Company Holidays, Paid Time Off (PTO- personal and sick days)

- Flexible spending accounts/Health savings account

- Wellness Incentive Programs

- Employee Referral Program

- Tuition Reimbursement

PowerSecure is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law. This position is not open to third-party recruiters.