Job Details

Customer Service Manager I - II

Responsible for maintaining relations with local governmental, business, and community constituents, managing local media, complaint/issue resolution, and overall responsibility for improving customer service in the region.

Job Duties and Responsibilities:

• Develop and maintain targeted relationships with political and key community constituents, influential civic associations, and small business leaders in the region. Manage municipal franchises within the region including community development, local area economic development, and strategic marketing plans.
• Resolve escalated customer issues from PUCT, Executive Complaints, Phone Center, Media, etc. working with Customer Service Support group. Responsible for media response, communications, and other public-facing communications within the region. Support local media relations (OpCo Comm Manager responsible for maintaining relationships with key media reps).
• Interact with Bus & ED group on site selection opportunities.
• May require managed customer account responsibilities on an as needed basis within the region.
• Responsible for external facing storm and emergency response.
• Provide leadership and coordination between operations and engineering to provide seamless service to customers and external constituents.

Minimum Requirements Education:

• Typically requires a college or university degree in a related field or the equivalent work experience.

Minimum Requirements Experience:

• 5+ years experience in customer service, engineering, or operations.

Minimum Knowledge Skills and Abilities:

• Excellent communication and presentation skills, with media & public speaking experience; Self-starter, change agent with strong project management ability. Strong organizational agility with the ability to delegate work and maintain focus on the external role for the region. Must possess a strong technical understanding of operations, service requirements, regulatory regulations, company policies; Requires after hours & weekend availability during normal operations and extended support during storm events.

Primary Location: Texas-Huntsville, Texas: Conroe, Texas: Navasota, Texas: The Woodlands

Job Function: Professional

Relocation Option: Level II

Union description/code: NON BARGAINING UNIT

Number of Openings: 2

Travel Percentage: Up to 25%