Manager, Customer Service

Customer Service Manager

Thank you for your interest in the BWL. We think you'll find it a rewarding and nurturing place to grow your career. Starting Salary Range: $116,000.00 - $143,900.00

Position Summary

The Manager of Customer Service is responsible for overseeing the daily operations of both the Call Center and Remittance departments, ensuring seamless coordination and execution of customer service and payment processing activities. This role ensures alignment with BWL's customer service vision and strategic goals while maintaining high levels of customer satisfaction and operational effectiveness. The Manager ensures timely and effective resolution of customer inquiries and concerns, oversees department staffing and performance metrics, and leads a large team of employees with a focus on excellence, compliance, and continuous improvement. In emergency situations, the Manager directs Customer Service Operations throughout the event and restoration efforts. This position reports directly to the Director of Customer Operations & Experience.

Essential Functions

Responsible for effective & efficient day-to-day operations focused on short-term goals and meeting deadlines. Lead, motivate, and develop team members. Implement the strategies and plans set by director by making them actionable tasks and internal focus on workflows, and processes. Develop and monitor key performance indicators (KPIs) and customer experience benchmarks. Ensure department goals align with BWLs strategic plan and customer service standards. Manage and coordinate daily operations across the Call Center and Remittance departments, ensuring high-quality service delivery and operational efficiency. Provide leadership, coaching, and mentoring to department staff to support a positive work environment and continuous development. Develop, manage, and track both the Operating and Capital budgets for the Customer Service department, ensuring financial accountability and cost efficiency. Ensure optimal staffing levels are maintained to meet service demands and performance goals. Monitor and evaluate employee performance based on established standards, providing feedback and development opportunities. Drive the implementation of organizational change initiatives by ensuring departmental awareness, training, and reinforcement of new processes and systems. Maintain strong relationships with internal stakeholders to facilitate communication and problem resolution across departments. Oversee vendor relationships, contracts, and compliance, particularly with payment processors and technology providers. Stay current with advancements in banking technology and customer service best practices; evaluate and implement innovations as appropriate. Ensure accurate maintenance of financial and operational records. Research, develop, and present business cases to improve efficiency, customer satisfaction, and overall department performance. Direct department operations during emergency events and restoration efforts, ensuring customer service continuity. Foster a culture of safety and compliance. Fiscal stewardship, department budget responsibility (O&M and Capital). Support internal audit, internal controls and external audits. Comply with all BWL policies and work rules. Ensures predictable and reliable attendance of all direct reports. Responsible for participating in the on-call rotation to provide after-hours support and ensure continuous coverage for departmental needs. Perform other duties as as