Job Description Job Description Director of Customer Service & Administrative ServicesLocation: Columbus, OhioEmployment Type: Salaried/Full-timeRole Summary: The Director of Customer and Administrative Services leads customer service operations, manages segments of customer billing, and coordinates administrative functions across company offices. This role builds and maintains strong customer relationships while ensuring effective service delivery and compliance with applicable regulatory filings and requirements. The director also oversees key systems, reporting, and staff development to support a high-performing, customer-focused organization.Key Responsibilities1.Develop and implement customer service and administrative policies and maintain updated work instructions and forms2.Lead, coach, and manage customer service teams, staffing, workload, and performance reviews 3.Oversee customer service issues and Public Utilities Commission of Ohio (PUCO) complaints and drive effective resolutions to ensure customer satisfaction, including the completion of successful biennial audits. 4.Manage customer billing matters, credit-hold/on-cover reviews, and past-due work order reporting 5.Ensure compliance with PUCO rules and audit requirements; maintain records and update documents as rules change 6.Collect, calculate, and submit required PUCO reports, including monthly PIPP, payment plan, disconnect/reconnect, and winter reconnect data 7.Serve as budget sponsor for customer service and administrative equipment/supplies and manage projects to budget and deadlines 8.Oversee company computer systems, including billing backups, internet/network issues, and the company webpage Required Qualifications:1.Minimum of 5 years of managerial experience 2.Proficiency with Microsoft Office (Word, Excel, Outlook) and SharePoint3.Experience with billing systems and credit card payment solutions 4.College degree Preferred Qualifications1.Experience handling regulatory complaints, reporting, and audits2.Background in customer billing operations and collections processes3.Familiarity with ITRON meter reading and standard office equipment4.Demonstrated success leading teams, training, and performance management5.Project budgeting and vendor invoice approval experience 6.Strong analytical and problem-solving skills, with the ability to interpret data, identify performance trends, and turn data-driven insights into service improvements Salary: Annual base pay: Competitive compensation commensurate with experience and qualifications.Travel: Approximately 20% travel between offices.Benefits: Comprehensive benefits package including health coverage, retirement plan, paid time off, and professional development support.EEO Statement: We are an equal opportunity employer. PI947357dc5-
Not specified in the original listing.
Not specified in the original listing.
