State of Wisconsin
Customer Service Manager - Sun Prairie Utilities
State of Wisconsin, Schey Acres, Wisconsin, United States
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Customer Service Manager - Sun Prairie Utilities
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State of Wisconsin Introduction Sun Prairie Utilities is hiring 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. Position Summary
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. Salary Information Starting wage $94,182.40 - $110,718.40 annually depending on qualifications. Full benefits including Wisconsin Retirement System, Health Insurance that the City will pay 100% premium for family and single coverage, Dental & Vision Insurance, Life Insurance, Income Continuation Insurance, Paid Parental Leave (240 Hours), Paid Caregiver Leave (80 Hours), 15 Days of Vacation on start date, Holiday, Sick Leave & Personal Days. Job Details Must be able to pass pre-employment background check. Must hold a valid Wisconsin driver’s license. Qualifications 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. 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. How To Apply Apply Online at the City of Sun Prairie website. If you need an accommodation during the hiring process, please contact Human Resources at 608-825-1174 or HumanResources@cityofsunprairie.com. 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. Deadline to Apply This position will remain open until filled, with a first review of applications on September 2, 2025.
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Customer Service Manager - Sun Prairie Utilities
role at
State of Wisconsin Introduction Sun Prairie Utilities is hiring 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. Position Summary
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. Salary Information Starting wage $94,182.40 - $110,718.40 annually depending on qualifications. Full benefits including Wisconsin Retirement System, Health Insurance that the City will pay 100% premium for family and single coverage, Dental & Vision Insurance, Life Insurance, Income Continuation Insurance, Paid Parental Leave (240 Hours), Paid Caregiver Leave (80 Hours), 15 Days of Vacation on start date, Holiday, Sick Leave & Personal Days. Job Details Must be able to pass pre-employment background check. Must hold a valid Wisconsin driver’s license. Qualifications 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. 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. How To Apply Apply Online at the City of Sun Prairie website. If you need an accommodation during the hiring process, please contact Human Resources at 608-825-1174 or HumanResources@cityofsunprairie.com. 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. Deadline to Apply This position will remain open until filled, with a first review of applications on September 2, 2025.
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