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Job Description
Job Summary
Are you a dynamic leader with a passion for delivering exceptional service? Join our team as the Utilities Customer Service Manager, where you’ll oversee a dedicated division committed to providing superior support to the community!
The purpose of this position is to oversee the Utility Customer Service Division with an emphasis of delivering superior customer service. This is accomplished by leading and developing employees, managing the division’s operations, and ensuring efficient and effective service delivery. Additional responsibilities include project and budget management, developing long-range goals, and collaborating with others to achieve organizational objectives.
Essential Job Functions
Leadership and Team Management- Build and lead effective customer service teams by hiring, training, and mentoring personnel.
- Monitor and evaluate division performance, providing coaching and support as needed.
- Foster a culture of collaboration, innovation, and accountability within the division.
Budget and Financial Oversight- Forecast, monitor, and control expenditures and revenues to maintain fiscal accountability.
- Evaluate financial trends and develop solutions to meet budgetary goals.
- Assist with the annual rate study, provide rate recommendations, and provide updates as required..
- Prepare and manage the division’s annual budget, ensuring alignment with organizational objectives.
Strategic Planning and Vision Development- Develop and implement long-term goals and vision that aligns with the City’s strategic objectives.
- Provide direction and motivation to staff to achieve divisional milestones.
- Secure and sustain support for the division’s initiatives through effective communication and staff engagement.
Operations and Project Management- Oversee all projects within the division, ensuring timely and successful completion.
- Coordinate activities with other departments, department heads, and other identified stakeholders.
- Respond to and resolve customer service-related issues promptly and effectively.
- Engage with consultants, vendors, and others as needed to address concerns and foster strong relationships.
- Lead the adoption and implementation of solutions to enhance operational efficiency and customer service delivery.
- Identify opportunities for improvement.
Performance Metrics- Develop and monitor key performance indicators to evaluate division performance.
- Identify operational risks and implement strategies to mitigate potential impacts.
Special Projects and Attendance- Undertake special projects as assigned.
- Maintain regular and dependable attendance to meet operational needs.
Minimum Qualifications
Education- Bachelor’s degree
Experience- Over five years of related experience, preferably in utilities, customer service leadership, or public sector operations.
Licenses and Certifications- Valid Driver’s License required.
Technical and Soft Skills
Must have:- exemplary customer service and interpersonal skills,
- financial forecasting experience,
- exceptional leadership, communication, problem-solving, and conflict-resolution skills.
The City offers a full range of benefits for full time employees, including, but not limited to the plans as defined in the Benefits Guide. Summary of Benefits
Closing Date/Time: 2/7/2025 5:00 PM Central -
Special Instructions
2/7/2025 5:00 PM Central -
ABOUT THE COMPANY
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City of Grand Prairie
Show moreWelcome to the City of Grand Prairie! We Live Life Grand here – about 200,640 residents call Grand Prairie home, and we’re still growing. Grand Prairie is the 16th largest city in Texas and the 125th largest city in the United States, but we still have small town values. We are rated the #1 Best Place to Retire in the U.S., 2nd Happiest City in Texas, 5th Best City for First-Time Home Buyers in Texas, 7th Safest Large City in Texas, and in the Top 50 U.S. Best Place to
Raise a Family!We have attractions that draw almost 10 million visitors a year to:
- Epic Waters Indoor Water Park showcasing 80,000 square feet of year-round water fun referred to as a “cruise ship on land”
- The Summit Active Adult Center with state-of-the-art fitness training, indoor infinity edge pool with lap lanes and exercise vortex, theater, game room, sauna
- PlayGrand Adventures (10-acre, all-accessible playground) is an exciting opportunity to provide a safe and fun playground experience for all ages and abilities (open late 2019)
- Firehouse Gastro Park restaurant downtown (conversion of historic Firehouse #1)
- Lone Star Park Thoroughbred Horse Race Track
- The Theatre at Grand Prairie concert venue
- Historic Uptown Theater in downtown
- IKEA, Living Spaces and the Premium Outlet Mall
- Traders Village
- Lake Joe Pool
- Ripley’s Believe It Or Not! And Palace of Wax
- Epic Central Park, a 172-acre park with five lakes, a Grand Lawn amphitheater, trails and a water and light show
- Chicken N’ Pickle
- Bolder Adventure Park
- The Epic Arts, Fitness and Entertainment Center with $1 million in cardio and strength training equipment, indoor walking/jogging track, group fitness and more
Grand Prairie recently welcomed more than 50 new restaurants and retail stores along SH 161, and development continues at a brisk pace. The city offers a vibrant lifestyle, with the best parks in the nation, more amenities than most, affordable to affluent housing and friendly neighbors.
City employees work hard to ensure Grand Prairie is known as an organization that creates Raving Fans by delivering world-class service. Our employee family and elected officials constantly live our values, aggressively move toward our vision and are always looking for ways to make the business of running a city even better.The hard work, positive input and optimism of all our city employees all play a key role in our success. We look forward to you joining our
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