Director of Customer Service

General Description

The Director of Customer Service is a key leadership position responsible for the strategic direction and operational excellence of the Customer Service Division. The functions overseen by this role may include, but is not limited to four core functional areas: the Contact Center (handling inbound calls and in-person walk-in customer service), the Business Center (billing, collections, and account resolution), the Service Center (dispatch and field-based customer service technicians primarily focused on meters AMI) and Water Conservation (driving the TEP – Toho Efficiency Program, customer irrigation evaluations and customer / community education and engagement).

As a senior leader reporting directly to the Chief Stakeholder Services Officer, the Director will champion a customer-first philosophy while ensuring efficient, compliant, and data-informed operations. This role is accountable for aligning customer experience strategies with organizational goals, fostering a culture of accountability and service excellence, and guiding a large and diverse team through continuous improvement and innovation.

Essential Functions

- Strategic Leadership & Direction

- Provide vision and direction for the Customer Service Division, aligning efforts with utility-wide objectives.

- Develop and execute operational plans that drive service excellence, efficiency, and customer satisfaction.

- Lead with a people-first approach that fosters engagement, growth, and high performance.

- Customer Experience & Continuous Improvement

- Drive improvements in customer satisfaction, accessibility, and resolution times across all channels.

- Implement new technologies and process improvements that enhance internal workflows and customer outcomes.

- Champion customer advocacy, capturing and utilizing customer feedback to improve services.

- Operational Oversight

- Oversee day-to-day operations of the Contact Center, Business Center, Service Center, and may include Water Conservation to ensure service level agreements and performance goals are met or exceeded.

- Monitor and analyze operational metrics, including call volumes, billing accuracy, collection effectiveness, and field response times.

- Ensure compliance with all applicable regulations, policies, and procedures.

- People Management

- Directly supervise and support leaders across key functional areas.

- Support the coaching and development of a workforce of over 100 employees, promoting a collaborative, inclusive, and high-performing culture.

- Partner with HR and training staff to ensure effective onboarding, continual learning, and succession planning.

- Collaboration & Communication

- Serve as a key liaison with internal departments such as IT, Operations, and Finance to ensure cross-functional support and alignment.

- Communicate regularly with executive leadership, providing insight into performance trends, challenges, and opportunities.

- Represent the utility in community and industry settings, promoting transparency and public trust.

Minimum Qualifications

Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical way to obtain that required qualification would be:

- Bachelor’s degree in Business Administration, Public Administration, Management, or a related field or any other combination of education, training and experience consistent with development of the skills to succeed in this role.

- Minimum of 7 years of progressive leadership experience in customer service operations, with at least 3 years in a management role.

- Proven experience overseeing large customer service teams

- Strong analytical skills and ability to interpret complex data to drive decision-making.

- Exceptional communication, interpersonal, and team leadership skills.

- Experience with utility customer service or similarly regulated environments.

- Must possess and maintain a valid State of Florida Class E Driver's License.?

Desired Qualifications

- Experience working in a water, electric, or gas utility environment.

- Experience across multiple customer service channels (e.g., call centers, field service, billing) strongly desired.

- Familiarity with customer service technology systems including Advanced Metering Infrastructure, CIS platforms, work order management tools, AI solutions or other relevant technologies and platforms.

- Demonstrated success leading change initiatives and implementing customer experience improvements.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Environmental factors include indoor, flat surface, noise, sitting with occasionally walking and standing.

Health, Dental, and Vision Medical Insurance

Employee Onsite Wellness Center

401(a) and 457 Retirement Plans

Retirement Match

Group Basic Life Insurance / AD&D

Paid Vacation and Holidays

Paid Sick Time / Sick Bank

Employee Assistance Program

Flexible Spending Account Program

Dependent Care (FSA)

Longevity and Christmas Bonuses

Tuition Reimbursement

01

Do you have a Bachelor's degree in Business Administration, Public Administration, Management, or a related field? If so, please indicate which field.

02

Do you currently possess a valid class E State of Florida Driver's License?

- Yes

- No

03

If you answered "No" to the above question, are you able to obtain a State of Florida Class E Driver's License prior to employment?

- Yes

- No

04

How many years of progressive leadership experience do you have in customer service operations?

- 0-2 years of experience

- 3-5 years of experience

- 6-9 years of experience

- 10+ years of experience

Required Question