Customer Service Manager

Company: Countrywide Water Services Inc. (CWSI)

Position Title: Customer Service Manager

Job Summary

The Customer Service Manager is responsible for leading and managing all customer service operations of Countrywide Water Services Inc. (CWSI). The position ensures the timely resolution of customer concerns in accordance with established Service Level Agreements (SLAs), achievement of customer satisfaction targets, continuous improvement of customer service processes, and effective management of all customer-facing communications. The Customer Service Manager shall oversee customer ticket management, helpdesk coordination, customer correspondence, social media platforms, and company website content to ensure consistent, accurate, and professional customer engagement across all channels.

Duties and Responsibilities

1. Customer Service Operations & SLA Management

Lead the overall customer service operations by ensuring customer tickets, requests, and complaints are resolved within established Service Level Agreements (SLAs); monitor performance metrics, coordinate with the Helpdesk and concerned departments for timely resolution, manage escalations, and drive customer satisfaction through effective service delivery.

2. Customer Experience & Process Improvement

Develop and implement customer service standards, policies, and process improvements to enhance operational efficiency and customer experience; analyze customer feedback and service trends, establish corrective actions, and lead continuous improvement initiatives to improve CSAT and service quality

3. Corporate Communications & Digital Channels

Review and approve all customer-facing communications including announcements, advisories, notices, and correspondence to ensure accuracy and consistency; spearhead the development, maintenance, and continuous improvement of the company's website and official social media platforms to enhance customer engagement and public information dissemination.

4. Leadership, Performance Management & Stakeholder Coordination

Lead, coach, and evaluate the Customer Service team; establish performance targets and KPIs, conduct regular coaching sessions, prepare management reports, and collaborate with Operations, Billing, Collection, IT, and other departments to achieve organizational customer service objectives.

OTHER FUNCTIONS

Perform other assigned functions as needed.

Technical Competencies and Skills

Strong leadership and people management skills., Excellent written and verbal communication skills., Customer relationship management., Process improvement and project management., Data analysis and reporting., Social media management and digital communications., Stakeholder coordination and problem-solving., Proficiency in CRM, Helpdesk, Microsoft Office

Education, Trainings and Licenses Required

Bachelor's Degree in Business Administration, Marketing, Communications, Public Administration, Management

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