Electric Utility Customer Service Manager Jobs (NOW HIRING)

Performs difficult professional, technical, and administrative work assisting in the planning, organizing, directing, and management of the Town’s electric utility system and departmental operations.

An employee in this class serves as a key member of the Town’s leadership team and supports the Electric Director in overseeing all aspects of electric utility operations including system planning, construction, maintenance, reliability, customer service, and administrative functions.

Work includes participation in organizational strategic planning, policy development, capital improvement programming, and coordination with other departments, elected officials, outside agencies, and the public. The position exercises independent judgment in managing operations, personnel, and resources and may act on behalf of the Electric Director when assigned.

• Assists in planning, organizing, and directing the overall operations of the Electric Department
• Participates in policy development and strategic initiatives to align departmental operations with Town goals
• Represents the department before the Town Manager, Council, boards, and external partners
• Serves as acting Electric Director when assigned or in the Director’s absence
• Plans, organizes, and directs electric utility operations including construction, maintenance, outage response, reliability, and customer service
• Oversees and evaluates work of staff, contractors, and partners vs. primarily coordinating crews
• Establishes performance standards and monitors service levels to ensure efficiency and quality
• Assists with short- and long-range system planning
• Participates in capital improvement program (CIP) development and infrastructure expansion planning
• Supports and helps administer the department budget
• Evaluates and recommends resource allocations, staffing, equipment, and capital investments
• Oversees and manages electric system projects rather than primarily assisting with documentation
• Participates in contract development, negotiation, and administration
• Coordinates with engineers, developers, contractors, and other agencies
• Provides leadership and direction to staff and supervisors instead of primarily assisting with coordination
• Oversees hiring, performance management, discipline, and professional development
• Supports training and promotes safe work practices
• Responds to complex service issues, outages, and public concerns
• Maintains relationships with customers, public officials, and external agencies
• Performs other duties as assigned

• Considerable knowledge of the principles and practices of electric distribution systems, electric utility operations, loading, capacity, maintenance, and basic system design.
• Thorough knowledge of materials, tools, vehicles, equipment, and methods used in the construction, maintenance, and repair of overhead and underground electric distribution lines and related facilities.
• Thorough knowledge of occupational hazards, applicable safety practices, personal protective equipment, and emergency procedures associated with electric utility work.
• Working knowledge of governmental budgeting, purchasing, inventory control, personnel practices, and customer service practices related to municipal utility operations.
• Working knowledge of information technology, mapping, work management, metering, reporting, and other technical resources used in electric utility operations.
• Skill in supervising, training, coaching, motivating, communicating with, and coordinating the work of field crews and support staff.
• Skill in reading and interpreting electrical plans, maps, drawings, specifications, work orders, standards, and related technical documents.
• Ability to plan, assign, coordinate, inspect, and evaluate electric utility construction, maintenance, repair, and outage restoration work.
• Ability to assist with long- and short-range planning and to recommend improvements that support system reliability, safety, efficiency, and customer service.
• Ability to prepare accurate records, reports, estimates, schedules, and project documentation.
• Ability to respond effectively to emergencies, outages, customer concerns, and changing operational priorities.
• Ability to establish and maintain effective working relationships with public officials, employees, contractors, utility companies, customers, and the general public.
• Ability to communicate effectively in oral and written forms.