Customer Service Manager

Nexus Water Group is a leading regulated water and wastewater utility serving more than 1.3 million people across 20 U.S. states and 2 Canadian provinces.

"Nexus" means connection. Through the essential water and wastewater services we deliver, we have a very personal connection to the people, businesses, and communities we serve. This is why our operations are locally led and managed. Every day, over 1,300 professionals deliver vital, safe, and reliable service through over 670 water systems and 360 wastewater systems.

Overview

Join our team at Nexus Water Group, a leading water utility dedicated to providing excellent service to our community. We're seeking a Customer Service Manager to oversee our customer service operations. This role is pivotal in ensuring our customers receive timely, accurate, and courteous support.

What We Offer

• 401k Company Match: 100% of the first 4% of your eligible compensation contributed to the Plan
• Vacation Accrual: Starting at 3 weeks per year
• Holidays: 10 company-paid holidays per year
• Floating Time: 16 hours of paid floating time per year
• Additional Benefit Plans include Medical, Dental, Vision, Company-Paid Life Insurance and more
• Training, Professional Certifications, and Education Allowance

What You'll Do

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This position will be willing and able to perform the following duties and others as assigned:

• Lead department functions, supervise employees, manage budget, and oversee personnel matters.
• Oversee Customer Care process workflows, communicate changes effectively, and track department metrics while providing documentation and reports.
• Monitor call quality and provide feedback, evaluate representative performance, and support their development.
• Handle escalated customer inquiries and complaints, ensuring timely resolution.
• Train and coach customer care representatives to enhance their skills and performance.
• Coordinate with various departments for efficient issue resolution.
• Adhere to utility regulations. Investigate payment anomalies, approve payment arrangements, and respond to customer inquiries.
• Represent the department in company meetings and at external events.
• Identify opportunities for process improvement, develop strategies, and implement enhancements to achieve department objectives.

What You'll Bring

Experience

7+ years of experience in Customer Service in a contact center environment with at least 4 years of leadership and management experience preferred.

Education

High School Degree or Equivalent

Bachelor's Degree from an accredited college or university preferred

Nice to Have

Experience working with SAP applications

Prior experience working in the utilities industry

Knowledge, Skills, and Abilities

A passion for providing outstanding customer service and a commitment to continuous improvement.

Strong leadership skills with the ability to motivate and manage a team effectively.

Excellent verbal and written communication and interpersonal skills to interact successfully with customers and team members.

Problem-solving abilities and the capacity to handle difficult situations with professionalism and empathy.

Strong analytical skills, ability to use thinking and reasoning to effectively solve problems.

Commitment to accountability and reliability.

Strong technical and computers skills with high level of proficiency in Microsoft Office 365 applications including Outlook, Word, Excel, SharePoint, and PowerPoint.

Work Environment

Primarily office-based with some travel required for meetings and site visits.

We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law.

We are an E-Verify participating employer.