Join one of the Inland Empire's Top Work Places bringing your experience and talents to this management level position. 

Western Municipal Water District (Western) invites your interest in the position of Customer Service Manager. 

At Western, we’re not only looking for a billing number cruncher and call center logistics, but we need a results-driven innovator with a passion for customers and building high-performing teams that care. We’re looking for a seasoned customer service leader who can manage day-to-day activities while putting outside-the-box ideas into action that positively inspire others. 

If you’re a collaborative team player with initiative and strong interpersonal skills who will continue raising the bar, then this is your chance to be part of something bigger—an agency focused on being the definitive leader in water service delivery and customer experience.  

Western stands out from the rest: 

• Western is one of the largest public agencies in Riverside County providing water and sewer services to nearly 1 million people either directly or indirectly. 
• We see ourselves as more of a business than a bureaucracy. 
• No silos here. We believe in a one-team mindset and seamless collaboration throughout Western. 
• We view our customers as an essential partner in ensuring long-term water security for our region. 
• At Western, we are driven by our core values and commitment to achieving service excellence in the public sector. 

What do you value in your career? At Western, our values are the heartbeat of our organization and set the standards for our professionalism. If the following values ring true with you, we invite you to explore this career opportunity.

Honesty, Trust, & Respect 

We aspire to the highest degree of integrity, honesty, trust, and respect in our interaction with each other, our Board of Directors, our customers, and the community we serve.

Teamwork & Problem Solving 

We strive to reach Western's goals through cooperative efforts and collaboration with each other, our Board and our constituencies. We work to solve problems in a creative and cost-effective manner, and we acknowledge team and individual efforts. 

Leadership & Commitment 

We lead by example, acknowledging the value of our resources and using them wisely to achieve our objectives and goals. We are committed to act in the best interest of our employees, our organization, and our community. 

Learning/Teaching - Talents, Skills and Abilities 

We continuously develop ourselves, enhancing our talents, skills, and abilities, knowing that only through personal growth and development will we continue to progress as an agency and as individuals. 

Recognition/Rewards 

We seek to recognize, acknowledge and reward contributions to Western by our many talented employees.

THE IDEAL CANDIDATE 

The Customer Service Manager is expected to be a collaborative leader who will set expectations on how Western delivers superior service for customers and communities receiving Western services (water and wastewater). We need someone who has the technical experience of billing and service delivery systems, and the ability to skillfully managing the customer service team while bringing new ideas and approaches for improving processes to get the job done. 

To join our team, you will need to demonstrate a few personal competencies/characteristics: 

• Politically astute and adept at fostering confidentiality and discretion. 
• A relationship-builder who is proactive in establishing and maintaining partnerships with key internal and external stakeholders. 
• A skilled professional with a heightened sense of emotional intelligence and an awareness of Board, executive management, community and customer issues, and political sensitivities. 
• Open, positive, approachable, and action-oriented; exercises good judgment; treats others with respect. 
• Collaborative approach to working with others; able to bring people together and leverage common interests to advance Western’s Strategic Priorities. 
• Outstanding organizational skills.
• Commitment to strong leadership, develop of self and team, and high performance. A self-starter who exhibits high initiative and a strong work ethic; embraces the opportunity to make a difference. 

THE POSITION 

At Western we are looking for a skilled customer service professional to fill this key management role. We're looking for a seasoned leader in the private or public sector who is committed to excellence, can think creatively, does not shy away from a challenge, and enjoys helping others grow professionally. 

The Customer Service Manager is responsible for planning, organizing, directing and implementing comprehensive strategies and programs for the operation of Western’s customer service activities. This includes the oversight of the customer service staff, while fostering leadership, mentoring and team building skills. The incumbent will provide highly responsible and complex support to the Assistant General Manager of Communications and Customer Experience.   

Distinctive attributes of the position 

This single position class acts in a mid-level management role, exercising authority and independence in implementing a broad range of professional services and customer services programs in coordination with other Western departments. 

The incumbent is responsible for administering and managing programs and supervising staff responsible for the day-to-day operation of Western’s utility billing, customer service, and payment systems. The position is expected to support collaborative efforts with the communications, external relations and customer experience divisions to ensure Western’s brand promise and service standards are delivered throughout the customer lifecycle. 

Incumbents within the Customer Service Manager classification report to the Assistant General Manager of Communications and Customer Experience and provide direction to the Customer Service representatives.