Colorado Springs Utilities General Manager - Customer Services Department in Colorado Springs, Colorado
General Manager - Customer Services Department
Job Type: Senior Executive/Officer
Pay Range $190,000 to $220,000
Location Colorado Springs, CO
Date First Posted 6/15/22
General Manager - Customer Services Department
Who We Are ...
Colorado Springs Utilities is one of the largest four-service public utilities in the nation, providing water, wastewater, electric, and natural gas services to over 500,000 customers in the Pikes Peak region. Our work culture is dedicated to innovation, collaboration, and synergy, and supporting our customers gives us purpose.
As the General Manager of the Customer Services Department , you will bring visionary leadership and thoughtful action that positively impacts the organization, customers, and employees. It is important that you are a people and customer-focused leader; someone who demonstrates curiosity, integrity, and a commitment to a customer-centric culture.
Reporting directly to the Chief Customer and Enterprise Services Officer, you will be responsible for driving customer excellence along with operations within the Customer Service Center, Business Account Management, Customer Experience, and Business and Billing Solutions. In this executive role, you will act as the point of contact for stakeholders and the executive management team while delivering quality, exhibiting a commitment to the community, executing organizational excellence, and shaping the strategic future of our Customer Service Department at Colorado Springs Utilities.
Provide key leadership in the development of strategies in alignment with division and enterprise-wide goals and objectives
Champion change to drive enterprise efficiencies for the organization while ensuring a customer-centric culture
Develop and oversee tariffs, policies, and procedures that serve the customer while balancing business needs, regulatory requirements, and operational effectiveness
Ensure key customer, revenue, billing, and operational metrics are met
Oversee the department to ensure accurate and timely billing of core commodity services, customer contracts, all tariffs and claims; payment processing and revenue collection
Achieve high customer satisfaction for all sectors
Advance customer solutions/products/technologies
Develop department budget including planning, directing, and organizing departmental operations
Drive Colorado Springs Utilities' mission, vision, and policies while providing leadership through the effective implementation of programs, projects, and business processes
A bachelor’s degree in business, finance, or related field is highly preferred
Over 10 years of leadership experience with a focus on leading high-level, strategic initiatives
Over ten years of customer service experience preferred
Timely and sound decision-making skills
Superior communication skills to effectively communicate, using both written and verbal communications, with diverse areas including the Utilities Board, Officers, Managers, and employees
Proven track record of delivering customer-centric results with a solid commitment to collaboration and continuous improvement
Proven ability to build and maintain strong relationships with customers and stakeholders throughout the organization and ability to influence using strong negotiation skills and tactfully navigating through challenging issues
Organizational and Strategic Agility – demonstrating a broad knowledge and perspective; the ability to change direction quickly to achieve results that are in the best interest of the organization
Our Commitment to our Employees…
Our people are the heart and soul of Colorado Springs Utilities. They keep the lights on, gas flowing, water coming in, and wastewater leaving. We do not just say people are important – we prove it! That’s why we are honored to invest in protecting the health and financial security of our employees and their families through our rich benefits program.
Time Off – Because everybody needs time off to recharge
Vacation – New employees accrue 13 days of paid time off to start, while our more tenured employees accrue 24 days per year
Personal Leave –3 days per year of personal leave
Paid Holidays –10 paid holidays per year
Sick Leave – Accrue 12 days of sick leave annually for those days when you or a family member is feeling under the weather
Vacation Buy – Purchase up to 40 hours of additional vacation time
Pension Plan – Looking forward to a comfortable lifestyle once you’re done working? The Colorado Public Employees’ Retirement Association (PERA) provides you with retirement benefits and peace of mind when you retire
Medical – Select from three comprehensive medical plans, starting at $10.30 a month. Employees also enjoy access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
Wellness Program – Voluntary wellness program that allows you and your spouse to each earn up to $500 to use towards healthcare expenses, $100 in Visa gift cards, and up to $400 in gym membership reimbursements
Dental – Select from two dental plans, with in-network preventive care covered at 100%
Vision – Voluntary plan that covers full vision care services and discounts on LASIK eye surgery
Retirement Saving Programs – Supplement your pension plan with voluntary retirement programs such as the PERAPlus 401(k) and MissionSquare’s Roth IRA and 457 plans.
Disability Coverage –Short-Term (STD) and Long-Term Disability (LTD) insurance available for purchase
Employee Assistance Program (EAP) – Makes the going a little easier by aiding with mental health, stress management, work-life balance, financial and legal matters, and much more
Long-Term Care Insurance – Whether it's due to an accident or a serious illness, LTC insurance is available for purchase to help you and your loved ones
Life Insurance –Company-paid life insurance and supplemental coverage are available
Curious about joining our team? Learn more at https://coloradospringsutilities.jobs/jobs
All positions will be posted for a minimum of 5 calendar days.
Starting pay will be determined at the time of offer based on the experience, education, and training of the successful candidate.
Colorado Springs Utilities does not sponsor work visas of any kind (including but not limited to F-1, H-1B, or TN visas). Eligible applicants must be authorized to work in the United States.
Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. Our differences make us richer. Learning and growing from one another makes us more than what we were. We want our workforce to be as diverse as our business and recognize the limitless benefits of this commitment. Our desire is to have the organization reflect the diversity of the Pikes Peak Region. As an Equal Employment Opportunity employer, it is our commitment that no person shall be unlawfully discriminated against because of race, color, national origin or ancestry, sex, age, religious convictions, veteran status, disability, political beliefs, sexual orientation, or gender identity. Affirmative Action is Colorado Springs Utilities’ effort to ensure positive steps are taken to have a representative workforce reflective of the relevant available labor force.
For more information regarding applicant rights, visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
Accessibility Accommodations . If you are an individual with a disability or disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at firstname.lastname@example.org or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.
E-Verify and Right to Work Notice . Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: http://coloradospringsutilities.jobs/applicants-rights-and-responsibilities/ . If you have a legal right to work in the United States, there are laws to protect you against discrimination in the workplace. You should know that no employer can deny you a job or fire you because of your national origin. Unless mandated by law or government contract, employers cannot require you to be a U.S. Citizen or permanent resident or refuse any legally acceptable documents. If any of these things have happened to you, you may have a valid charge of discrimination that can be filed with the OSC. Contact the OSC for assistance in your own language. Call 1-800-255-7688. TDD for the hearing impaired is 1-800-237-2515. In the Washington, D.C., area, please call 202-616-5594, TDD 202-616-5525 Or write to: U.S. Department of Justice Office of Special Counsel NYA 950 Pennsylvania Ave., N.W. Washington, DC 20530.
Have a question? If you have a question about a position or need assistance from a recruiter, email us at email@example.com or call 719-668-7500.
Job Type: Senior Executive/Officer