Manager of Customer Service & Call Center

GENERAL DEFINITION OF WORK

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This position is responsible for the overall management and operational oversight of Kissimmee Utility Authority’s (KUA) customer-facing service functions, including the Call Center, Lobby Customer Service, Reception, and Cashiering/Cash Management operations. The incumbent exercises supervisory authority over assigned personnel and serves as a key operational partner across the Customer Service Department and the organization to ensure seamless service delivery, revenue integrity, and positive customer experiences. Work is performed under the general supervision of the Vice President of Customer Service.

TYPICAL TASKS

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Directs and manages the daily operations of the Call Center, Lobby Customer Service, Reception, and Cashiering functions to ensure efficient, accurate, and high-quality customer service delivery across all channels. Provides leadership and oversight for on-site and remote customer service staff, ensuring appropriate staffing, scheduling, and deployment of a flexible workforce to meet service demands. Oversees cash management operations, payment processing, customer account accuracy (including delinquent accounts), and internal controls. Collaborates with Billing and Collections, Support Services, and Key Account Managers to support billing accuracy, payment arrangements, collection activities, and commercial customer needs. Resolves customer escalations, oversees customer correspondence, and participates in system enhancements related to CIS, call center platforms, and service technologies. Prepares and manages the division budget; recruits, trains, evaluates, and disciplines staff in accordance with KUA policies; oversees telephone system operations and messaging.

Oversees contracted security guard services supporting customer-facing facilities to ensure a safe and secure environment for KUA employees, customers, the public, and KUA property. Coordinates with Security Guard Services to ensure compliance with contractual requirements, KUA policies, and operational protocols, and partners with internal stakeholders to address safety concerns, incidents, and service needs related to customer-facing operations.

Partners with cross-functional teams to advance organizational objectives and represents KUA in meetings and performs related duties as required.

KNOWLEDGE, SKILLS AND ABILITIES

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Requires exceptional customer service skills, and comprehensive knowledge of Call Center operations, Lobby Customer Service and cash management functions, supported by a strong understanding of leadership principles and customer service best practices. Must possess strong organizational skills to effectively manage a high-volume, customer focused operation and demonstrate the ability to complete work assignments accurately and on time. Must have the ability to analyze business and operational data, plan effectively, and exercise sound judgement, along with demonstrated experience in supervising staff, managing performance and ensuring accountability across all levels of the team.

Excellent verbal and written communication skills are required, including the ability to handle customer interactions tactfully and professionally. Must be capable of establishing and maintaining effective working relationships with leadership, employees and the public, and be able to clearly teach, communicate, and transfer information to both superiors and subordinates.

Demonstrated leadership capabilities are essential, including assessing and developing employees, coaching for success, motivating teams to achieve organizational goals, and fostering a professional and inclusive work environment.

Must demonstrate flexibility, adaptability, and the ability to shift priorities quickly in response to changing operational needs, along with willingness to take on new initiatives and projects.

Proficiency in computer applications is required, including Microsoft Office products and experience with customer information systems. Knowledge of metering and utility billing is preferred.

EDUCATION AND EXPERIENCE

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Bachelor’s degree from an accredited college or university in Business Administration, Management, Public Administration, or related field. Seven (7) years of customer service experience, including supervisory or management experience. Call center experience is required. Electric utility or public power experience preferred. Equivalent combination of education, training and experience may be considered.