Phoenix, Arizona, United States · On-site
Job DetailsLevel: ManagementJob Location: PHOENIX, AZ 85015Position Type: Full TimeEducation Level: 4 Year DegreeJob Category: Customer Service JOB SUMMARY The Director - Customer Service reports directly to the Presiden…
Skills: Strategic Leadership, Contact Center Operations, Workforce Management, Quality Assurance, Customer Experience
Phoenix, Arizona, United States · On-site
Job DetailsLevel: ExperiencedJob Location: Phoenix, AZ 85012Position Type: Full TimeEducation Level: High School - GEDJob Category: Engineering CONSTRUCTION INSPECTOR I JOB SUMMARY Under the direction of the Engineering …
Skills: Water pipeline construction, Construction inspection, Field documentation, Pressure testing, Chlorine concentration testing
Sierra Vista, Arizona, United States · On-site
Job DetailsLevel: EntryJob Location: Sierra Vista, AZ 85635Position Type: Full TimeEducation Level: High School - GEDJob Category: Customer ServiceCUSTOMER SERVICE REPRESENTATIVE JOB SUMMARY Under the general supervision…
Skills: Customer Service, Communication, Conflict Resolution, Data Entry, Cash Handling
Casa Grande, Arizona, United States · On-site
$29/hr–$44/hr
Job DetailsLevel: ExperiencedJob Location: Casa Grande, AZ 85122Position Type: Full TimeEducation Level: High School - GEDSalary Range: $29.46 - $44.30 HourlyJob Category: OperationsUnder the direction of system manageme…
Skills: Water Treatment Operation, Facility Maintenance, SCADA, Water Sampling, Troubleshooting
Casa Grande, Arizona, United States · On-site
$24/hr–$33/hr
Job DetailsLevel: ExperiencedJob Location: Casa Grande, AZ 85122Position Type: Full TimeEducation Level: High School - GEDSalary Range: $24.46 - $33.27 HourlyJob Category: OperationsJOB SUMMARY Under the supervision of t…
Skills: Pipefitting, Electrical Maintenance, Internal Combustion Engine Repair, Heavy Equipment Operation, Welding
Casa Grande, Arizona, United States · On-site
$21/hr
Job DetailsLevel: EntryJob Location: Casa Grande, AZ 85122Position Type: Full TimeEducation Level: High School - GEDSalary Range: $21.94 HourlyJob Category: OperationsUTILITY WORKER II JOB SUMMARY Under the supervision o…
Skills: Water Distribution Maintenance, Meter Change-outs, Pipefitting, Water Main Repair, Customer Service
Apache Junction, Arizona, United States · On-site
Job DetailsLevel: EntryJob Location: Apache Junction, AZ 85120Position Type: Full TimeEducation Level: High School - GEDJob Category: OperationsOPERATIONS ASSISTANT JOB SUMMARY The Operations Assistant is responsible for…
Skills: Typing (45 WPM), Microsoft Word, Microsoft Excel, Database Management, Office Administration
Casa Grande, Arizona, United States · On-site
$20/hr
Job DetailsLevel: EntryJob Location: Casa Grande, AZ 85122Position Type: Full TimeEducation Level: High School - GEDSalary Range: $20.01 HourlyJob Category: OperationsJOB SUMMARY Under the supervision of the Division Man…
Skills: Water Distribution Maintenance, Pipefitting, Meter Change-outs, Customer Service, Technical Reporting
Sedona, Arizona, United States · On-site
$20/hr
Job DetailsLevel: EntryJob Location: Sedona, AZ 86336Position Type: Full TimeEducation Level: High School - GEDSalary Range: $20.01 HourlyJob Category: OperationsJOB SUMMARY Under the supervision of the Division Manager,…
Skills: Customer Service, Pipefitting, Water Distribution Maintenance, Meter Change-outs, Report Writing
Casa Grande, Arizona, United States · On-site
Job DetailsLevel: ExperiencedJob Location: Casa Grande, AZ 85122Position Type: Full TimeEducation Level: High School - GEDJob Category: OperationsJOB SUMMARY Under the direct supervision of the Environmental Compliance M…
Skills: Backflow Testing, Cross Connection Control, Regulatory Compliance, Technical Reporting, Site Auditing
Buckeye, Arizona, United States · On-site
Job DetailsLevel: ManagementJob Location: Buckeye, AZ 85396Position Type: Full TimeEducation Level: High School - GEDJob Category: OperationsJOB SUMMARY Under the direction of the Vice President – Operations, the Operati…
Skills: Operations Management, Safety Management, Fleet Management, Project Management, Recruiting
Phoenix, Arizona, United States · On-site
Job DetailsLevel: ExperiencedJob Location: PHOENIX, AZ 85015Job Category: Admin - ClericalWATER RESOURCES ANALYST JOB SUMMARY The primary responsibility of a Water Resources Analyst is to be an active member of the water…
Skills: Data Analysis, Regulatory Compliance, Spatial Analysis, ArcGIS Online, Microsoft Excel
Phoenix, Arizona, United States · On-site
Job DetailsLevel: ExperiencedJob Location: PHOENIX, AZ 85015Position Type: Full TimeEducation Level: High School - GEDJob Category: OtherWATER CONSERVATION SPECIALIST JOB SUMMARY Under the direction of the Water Resource…
Skills: Demand Management, Water Conservation, Data Analysis, Project Management, Public Speaking
Buckeye, Arizona, United States · On-site
$29/hr–$40/hr
Job DetailsLevel: ExperiencedJob Location: Buckeye, AZ 85396Position Type: Full TimeEducation Level: High School - GEDSalary Range: $29.46 - $40.33 HourlyJob Category: General LaborJOB SUMMARY Under the direction of syst…
Skills: Water Treatment Operation, Facility Maintenance, SCADA, Water Sampling, Troubleshooting
Casa Grande, Arizona, United States · On-site
$24/hr–$33/hr
Job DetailsLevel: ExperiencedJob Location: Casa Grande, AZ 85122Position Type: Full TimeEducation Level: High School - GEDSalary Range: $24.46 - $33.27 HourlyJob Category: OperationsJOB SUMMARY Under the supervision of t…
Skills: Pipefitting, Heavy Equipment Operation, Welding, Water Distribution Maintenance, Preventive Maintenance
Bisbee, Arizona, United States · On-site
$20/hr–$20/hr
Job DetailsLevel: EntryJob Location: Bisbee, AZ 85603Position Type: Full TimeEducation Level: High School - GEDSalary Range: $20.01 - $20.01 HourlyJob Category: OperationsJOB SUMMARY Under the supervision of the Division…
Skills: Water Distribution Maintenance, Meter Change-outs, Pipefitting, Construction, Customer Service
Phoenix, Arizona, United States · On-site
Job DetailsLevel: ExperiencedJob Location: PHOENIX, AZ 85015Position Type: Full TimeEducation Level: High School - GEDJob Category: AccountingBILLING SYSTEM ANALYST I JOB SUMMARY The Billing System Analyst I is responsib…
Skills: Billing Analysis, Data Validation, Microsoft Office, Microsoft 365, Technical Documentation
Casa Grande, Arizona, United States · On-site
$20/hr
Job DetailsLevel: EntryJob Location: Casa Grande, AZ 85122Position Type: Full TimeEducation Level: High School - GEDSalary Range: $20.01 HourlyJob Category: OperationsJOB SUMMARY Under the supervision of the Division Man…
Skills: Water Distribution Maintenance, Meter Change-outs, Pipefitting, Construction, Customer Service
Apache Junction, Arizona, United States · On-site
Job DetailsLevel: ManagementJob Location: Apache Junction, AZ 85120Position Type: Full TimeEducation Level: High School - GEDJob Category: Operations PRODUCTION SUPERVISOR JOB SUMMARY Under the direction of the Productio…
Skills: Personnel Supervision, Water Treatment, SCADA Systems, Chlorination Equipment, Water Quality Testing
Apache Junction, Arizona, United States · On-site
Job DetailsLevel: ManagementJob Location: Apache Junction, AZ 85120Position Type: Full TimeEducation Level: High School - GEDJob Category: OperationsASSISTANT GENERAL MANAGER JOB SUMMARY The Assistant General Manager (AG…
Skills: Leadership, Excel, Water Distribution Systems, Water Treatment, Water Quality Testing
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
The Director of Customer Service is responsible for the strategic leadership and operational performance of the customer service team, including contact center operations and billing support. They will develop and execute strategies to enhance operational efficiency, improve customer satisfaction, and ensure consistent service delivery across all company locations.
Candidates must possess a Bachelor's degree and at least ten years of progressively responsible experience in customer service or contact center operations. Strong leadership skills, utility industry experience, and proficiency in workforce management and quality assurance systems are required.
Job DetailsLevel: ManagementJob Location: PHOENIX, AZ 85015Position Type: Full TimeEducation Level: 4 Year DegreeJob Category: Customer Service
The Director - Customer Service reports directly to the President and is responsible for the strategic leadership, direction, and overall performance of Arizona Water Company’s customer service team. This position oversees all customer-facing customer service functions, including contact center operations, customer account administration, billing support, payment processing, workforce management, quality assurance, customer experience initiatives, and continuous process improvement.
The Director develops and executes strategies that enhance operational efficiency, improve customer satisfaction, strengthen employee engagement, and ensure the delivery of consistent, high-quality customer service across all company locations. The position partners closely with executive leadership and operational departments to align customer service initiatives with the company's strategic objectives while promoting a culture of exceptional customer service, accountability, collaboration, and continuous improvement.
Responsible for a variety of tasks and duties, which may include, but are not limited to, the following:
Strategic Leadership & Operations
Leads the customer service management team, including the customer service manager and supervisors.
Develop and execute long-term strategic plans that support the company's customer service vision and operational objectives.
Provide leadership and direction for all Customer Service and Contact Center Operations.
Promote continuous improvement through evaluation of workflows, business processes, technologies, and operational efficiencies.
Establish and maintain customer service policies, procedures, standards, and governance.
Develop departmental goals, objectives, and performance expectations aligned with company initiatives.
Collaborate with executive leadership to identify and implement enterprise-wide customer service improvements.
Lead organizational change initiatives involving customer service operations, business processes, and technology implementations.
Promote cross-functional collaboration with Operations, Engineering, Information Technology, Accounting, Human Resources, and other departments to improve customer service delivery.
Customer Experience & Service Quality
Develop strategies that promote consistent, professional, and customer-focused experience across all company locations.
Oversee Quality Assurance programs, call monitoring, customer interactions, and coaching initiatives.
Ensure customer service leaders effectively resolve complex customer concerns and escalated issues in a timely, professional, and empathetic manner.
Oversee company policies regarding billing administration, payment processing, payment arrangements, service deferrals, collections, and customer account management.
Ensure compliance with company policies, regulatory requirements, privacy standards, and internal quality expectations.
Identify customer experience trends and implement initiatives that improve customer satisfaction and service delivery.
Establish, monitor, and continuously improve key performance indicators (KPIs) for customer service operations.
Monitor operational performance utilizing workforce management tools, customer information systems, reporting platforms, and business analytics.
Monitor performance metrics including, but not limited to: Average Handle Time, Average Speed of Answer, Average Wait Time, Abandonment Rate, CSS adoption rate, billing accuracy, etc.
Analyze operational trends to identify opportunities for improved efficiency, productivity, and customer satisfaction.
Develop and present regular operational reports and recommendations to executive leadership.
Provide leadership, coaching, mentoring, and performance management for Customer Service Supervisors and leadership staff.
Promote employee engagement through effective communication, recognition, accountability, and professional growth.
Support succession planning by identifying and developing future leaders within the department.
Conduct regular one-on-one meetings with leadership staff to discuss performance, career development, employee engagement, and operational priorities.
Promote teamwork, collaboration, accountability, and continuous improvement throughout the customer service organization.
Model and promote the company’s core values of Ownership, Empowerment, Accountability, and Trust.
Ensure customer communications and business practices remain consistent with company policies and regulatory requirements.
Identify operational risks affecting customer service and develop mitigation strategies.
Participate in emergency response planning and business continuity efforts to ensure uninterrupted customer service operations.
QualificationsEXPERIENCE, SKILLS, KNOWLEDGE, AND PHYSICAL REQUIREMENTS
Strong knowledge of Workforce Management, Quality Assurance, IVR/telephony, Customer Information System software for utilities and customer service performance metrics.
Utility industry experience (water, electric, gas) preferred.
Ability to coach teams, manage performance, and deliver service outcomes.
Strong leadership, communications, and decision-making skills.
Demonstrated ability to engage, develop, and retain high-performing employees.
Ability to interact professionally with employees, customers, vendors, regulators, and the public.
Possess professional demeanor and appearance, be dependable and punctual.
Able to lift, push or pull up to 50 pounds.
Ability to perform repetitive physical activities including sitting, standing, walking, bending, reaching, grasping, pushing, pulling, crouching, twisting, and other physical movements necessary to perform the essential functions of the position.
Bachelor’s degree in Business Administration, Public Administration, Communications, Management, or a related field is required. An equivalent combination of education and progressively responsible experience may be considered.
Minimum of ten years of progressively responsible experience leading Customer Service and/or Contact Center operations within a utility, telecommunications, financial services, or other high-volume customer service environment.
Minimum of five years of management experience with responsibility for multiple supervisors and/or departmental leadership.
Experience leading customer service technology implementations, workforce optimization initiatives, or business process improvements is highly desirable.
Occasional statewide travel to company offices may be required.
Valid Arizona driver’s license with an acceptable driving record.
Arizona Water Company is a public utility furnishing domestic, commercial, and industrial water service to customers in several communities throughout Arizona.
Offices: Drawer 400, Apache Junction, Arizona 85217, US
Arizona Water Company is a public utility furnishing domestic, commercial, and industrial water service to customers in several communities throughout Arizona.
Offices: Drawer 400, Apache Junction, Arizona 85217, US
