The Position

Fairfax Water is seeking a dynamic, engaging, and forward-thinking leader to serve as the Customer Service Operations Manager. The next Customer Service Operations Manager will oversee the department and lead a dedicated team of professionals. The Customer Service Operations Manager is responsible for directing day-to-day operations and for ensuring that Fairfax Water’s customer service practices and processes are fully implemented. The Customer Service Operations Manager will also provide input to the General Manager and the Board on customer service matters and oversee the resolution of complex customer service issues. The Customer Service Operations Manager will report to the Finance Director and supervise three direct reports: the Customer Contact and Revenue Management Supervisor, the Field Services Supervisor, and the Quality Assurance Supervisor.

The Customer Service Operations Manager will foster a positive and productive work environment by addressing personnel matters and conducting fair and timely employee evaluations. The Customer Service Operations Manager will demonstrate a commitment to optimizing efficiency through the evaluation of technological applications, ensuring appropriate staffing levels, and implementing effective and efficient operational procedures. Additionally, the Customer Service Operations Manager will be proficient with data management, involving the development and maintenance of statistical reports to be used by Customer Service staff and other members of the Fairfax Water management team. In times of critical after-hours emergencies, the Customer Service Operations Manager will collaborate with other management staff for effective emergency response.

Qualifications

Minimum requirementsinclude any combination of education and experience equivalent to a bachelor’s degree in business or public administration, or a closely related field and ten years of progressively responsible related experience to include management and supervisory responsibilities, or any equivalent combination of education, experience, and knowledge.

Preferred qualificationsinclude any combination of education and experience equivalent to a master’s degree in business or public administration, or a closely related field, four years of experience working within a utility, and ten years of progressively responsible related experience to include management and supervisory responsibilities, or any equivalent combination of education, experience, and knowledge.

Compensation and Benefits

The expected hiring range is $139,415-$203,192, depending on qualifications, with an excellent benefits package.

How to Apply

Applications will be accepted electronically by Raftelis at jobs.crelate.com. Applicants complete a brief online form and are prompted to provide a cover letter and resume. The position will be open until filled with a first review of applications beginningJanuary 8, 2024.