Director of Customer Services

City of Garland • Full-time • Garland, Texas, United States • 2w ago

Summary

The Director of Customer Services leads all customer-facing utility operations, ensuring timely, accurate, and professional service across call center, payment, field, and energy efficiency functions. This role is accountable for resolving escalated customer issues and serving as the primary point of contact for the public, City Council, City Management, and City Leadership.

To view the recruitment brochure, click here.

Salary: A competitive salary will be commensurate with experience and qualifications.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Provide overall leadership, administrative decision-making, direction, and support for Customer Service operations, including the call center, in-house payment center, drive-through payment center, meter reading and service connection teams, and energy efficiency audit programs.
Develop, implement, and maintain a strategic plan for the department; establish performance goals and measurable outcomes, and monitor results to ensure continuous improvement.
Oversee the development, implementation, and enforcement of departmental policies, procedures, and service standards.
Ensure compliance with all City policies, directives, utility ordinances, and applicable laws and regulations.
Evaluate existing ordinances, policies, and procedures and recommend changes or improvements as needed to enhance customer service, efficiency, and compliance.
Serve as the primary responder and final authority for escalated customer issues, ensuring timely resolution and accountability.
Ensure customer inquiries, complaints, and service issues are responded to promptly and professionally, with appropriate follow-up and communication.
Represent the department by fielding questions and responding to inquiries from the public, City Council, City Management, and City Leadership.
Lead and approve projects critical to the operational success, modernization, and improvement of Customer Service functions.
Collaborate with internal departments and partners to identify service challenges and organize problem-resolution efforts or workshops as needed.
Recruit, train, develop, and evaluate staff; provide ongoing leadership, coaching, and performance management to build a high-performing customer-focused team.
Foster strong relationships with GP&L, Water and Solid Waste.
Stay abreast and informed of political or community events or activities which could impact departmental operations. Attend and participate in meetings, community events, and professional or civic activities as required.

Minimum Qualifications

Bachelor's degree
8 years related municipal or utility experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience:

Bachelor’s degree in Business or related area
8-10 years management experience in the utility industry

Knowledge, Skills & Abilities:

Basic knowledge of local, state, federal laws, rules, and regulations that could have an impact on departmental policies or operations.
Considerable knowledge of municipal government
Comprehensive knowledge of the electric, water and sanitation utility industry’s operations and practices
Skills in problem solving and conflict resolution
Skills in management and mentoring subordinates
Skills in the use of Microsoft Office,
Ability to interact publicly and socially
Ability to effectively communicate both verbally and in writing
Ability to develop and manage budgets
Ability to gain public trust and influence others

Licenses and Certifications

Valid Class C Texas driver's license

Physical Requirements / Work Environment

The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.