Sun Prairie Utilities is seeking a Customer Service Manager due to a retirement.

The Customer Service Manager shall be responsible for overseeing the daily operations of the Sun Prairie Utilities Customer Service Department, including development, implementation, operation, and evaluation of direct report staff. This position maintains records for utility billing and customer interactions and is the lead resource of Sun Prairie Utilities’ account holders for electric and water service rules, Public Service Commission statutes and rate tariffs, and customer inquiries or complaints. The Customer Service Manager also implements, coordinates, and evaluates Sun Prairie Utilities’ customer service programs for overall effectiveness and adherence to regulatory requirements and strategic goals.

**This position will remain open until filled, with a first review of applications on September 2, 2025.**

Starting Salary: $94,182.40 - $110,718.40 Annually depending on qualifications.

Apply Online: https://www.governmentjobs.com/careers/sunprairiewi/jobs/5034920/spu-customer-service-manager

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, but other duties may be assigned:

• Plan and instruct customer service, billing, and meter reading personnel in standard procedures and regulations, and review work performed for accuracy and effectiveness.
• Supervise the completion of all tasks necessary to prepare and distribute accurate and timely billing statements for electric, and water service, and all other billed charges, credits and/or corrections. Submit the calculation for approval and processing.
• Supervise and/or perform periodic account reviews for proper rate classification and application of utility rate and rule tariffs, responsible parties, meter installation details, tax exempt status, and all other reviews necessary.
• Receive and manage the customer request, inquiry, and complaint process on behalf of Sun Prairie Utilities for PSC-filed and City of Sun Prairie/SPU direct-contact complaints, billing matters, and account collections.
• Supervise the delinquent account collection methods and policies, including customer outreach and notification, service disconnections, small claims court, and outside collection agencies. Review and implement recommendations for new collection methods and policies.
• Participate in the development and implementation of the budget for the Customer Service Department, including SPU Strategic Plan initiatives.
• Participate in development and enhancement of customer service programs including policy changes to ensure efficient utility operations.
• Assist WPPI Energy staff with scheduling, modification, installation, and updates needed for associated member programs and billing.
• Maintain utility rate and rules tariffs. Update rate information in the CIS and maintain physical copies of all tariffs for customer review. 
• Serve as liaison with third party vendors for processes related to billing, collections, mail service, and customer notifications.
• Prepare and issue reports, including but not limited to customer data, meter data, consumption statistics, trends and behavioral analysis, and inspection records, and reports findings to division supervisors, financial employees, third-party auditors, and regulatory agencies as directed. Complete or provide information as required to SPU departments for completion of the Annual Report filings.
• Attend monthly meetings of the Sun Prairie Utilities Commission and/or other public meetings where knowledge of billing and/or customer accounts is required, or any other meetings/events as directed by the General Manager.
• Perform other Sun Prairie Utilities tasks as directed by the General Manager

QUALIFICATION REQUIREMENTS: The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to perform mid-level data analysis, including the ability to audit, deduce, assess, conclude, and appraise. 
• Ability to assign, supervise, review, develop, assess, and implement recommendations to improve the work of others. 
• Ability to make recommendations regarding the selection, training, discipline, advancement, and discharge of employees. 
• Ability to assist in the preparation of meaningful performance reviews, and participate in the delivery of such reviews. 
• Ability to classify, compute, and tabulate data and information, following a prescribed plan requiring the exercise of significant individual judgment. Ability to compare, count, differentiate, measure, and sort information.
• Ability to utilize a wide variety of advisory data and information, such as work orders; customer billing information; billing statements; meter data output and reports; computer billing journals; computer software operating manuals; city and utility policies and procedures; guidelines; non-routine correspondence; Public Service Commission of Wisconsin rules, regulations, and tariffs; Wisconsin Department of Natural Resources rules and regulations; State of Wisconsin legal statutes; and safety rules and manuals. 
• Ability to communicate in writing and orally with customers, department and all levels of City personnel, financial auditors, regulatory agencies, and the general public. 
• Ability to prepare letters, statements, notices, memos, narrative and statistical reports, and other correspondence using prescribed formats according to accepted rules of punctuation, grammar, and style. 

• Valid Wisconsin driver’s license.
• Requires completion of an associate’s degree in such areas as Customer Service, Business Administration, or a related field with five years of experience in customer service, including a minimum of two years in a supervisory role. Utility experience preferred but not required. 

• Perform related office tasks such as filing, faxing, photocopying, computer operation, maintenance of mailing equipment, and procurement of general office supplies.
• Ability to operate office equipment and machinery requiring simple but continuous adjustments, such as computer terminal, calculator/adding machine, cash register, postage meter, photocopier, paper cutter, hand punch, telephone, and other items used in performing essential functions.
• Ability to coordinate eyes, hands, feet, and limbs in performing semi-skilled movements such as typing. 
• Ability to exert moderate physical effort, typically involving some combination of stooping, kneeling, crouching and crawling, lifting, carrying, pushing and pulling. The employee may occasionally lift and/or move office files and objects up to fifty (50) pounds.
• Work is often indoors in an office environment, but employee may need to meet with business associates, clients, or customers in the field or at other locations.

The City of Sun Prairie is committed to advancing equity, honoring our diverse identity, and creating an inclusive culture.  These serve as our guiding principles every day in all that we do.  Keep us accountable to this mission and join us in this commitment to a thriving Sun Prairie, as you live, work, and play.  If you need an accommodation during the hiring process, please contact Human Resources at 608-825-1174 or HumanResources@cityofsunprairie.com.