Vice President of Customer Service

Columbia Power & Water Systems seeks an individual for a full-time, exempt position to be responsible for the leadership and oversight of CPWS’ customer and billing services departments and to assist the Executive Vice President of Administration in integrating and deploying the organization’s customer service initiatives.

Supervisory responsibilities include the following: responsible for the supervision and general operations of Customer and Billing Services personnel; provide general oversight of all CPWS customer service and billing activities and assure a smooth, functioning, and efficient organization; manage financial aspects of the organization’s Customer Service and Billing Departments, including purchasing, budgeting, and budget review; assure customer service quality and stability by integrating necessary controls, procedures, and continuous improvement initiatives across the departments; serve as initiator for departmental communication, ensuring comprehensive content and transfer of information across members of the department; evaluate performance of Mangers for compliance with established policies and objectives of the company and contributions in attaining objectives; assure compliance with relevant laws and regulations; responsible for compliance with CPWS policies, procedures, and regulations; responsible for compliance with applicable state and federal regulations and public utility customer service and billing rules and regulations; and responsible for maintaining standard operating procedures for all processes within the Customer Service and Billing departments.

Duties and responsibilities include the following: serve as key contributor to the organization’s Strategic Plan by taking ownership of objectives related to the customer service aspects impacting the development and success of the organization; maintain a work environment that recruits, retains, and supports quality employees; support the Executive Vice President of Administration in integrating efficiencies and strengthening effective management of the organization; respond to customer inquiries and promote a positive impression of CPWS; establish and maintain regular written and in-person communications with the organization’s CEO/President, Executive Vice Presidents, Vice Presidents, Managers, and Employees regarding pertinent customer service activities; research, develop, implement, and manage customer service policies, procedures, and best practices; acquire and maintain current industry knowledge regarding technology that improves the customer experience regarding service usage and billing management; maintain expert level knowledge by attending trainings; reviewing industry bulletins; and maintaining a network of expert professionals; and other duties as assigned.

Required skills/abilities include the following: acknowledge and adhere to all CPWS policies; regular attendance at work; perform duties safely without endangering self, others, and the public; ability to use eyes, hands, and fingers to operate computer keyboard quickly and accurately; ability to write; ability to deal with people in a courteous manner; ability to use mathematical skills to be able to work with financial data, ratios, and statistics; ability to read, understand, and follow instructions and job- related material; working knowledge of computer hardware and software, including extensive knowledge of Microsoft Excel and Word; and the ability to work inside.

Physical requirements include the following: ability to occasionally lift 0 – 20 pounds; ability to lift and carry objects weighing 0 – 10 pounds for 2 hours a day; ability to sit for 2 hours at a time; and the ability to talk, see, hear, reach, handle, and feel.

Education, experience, and qualifications include the following: high school diploma or equivalent required; Bachelor’s degree preferred; and commensurate experience in customer service, utility industry preferred.

To apply for the position, interested applicants may submit resumes and/or applications. Resumes may be submitted by visiting CPWS’ Career Page on-line at Applications are available on our website at If not submitting a resume on-line through Indeed, fully completed applications can be mailed to CPWS, ATTN: Human Resources Manager, P. O. Box 379, Columbia, TN 38402-0379. On-line resumes and/or completed applications will be accepted until the position is filled. Salary commensurate with experience and qualifications will be discussed only at interview. Excellent benefit package. Drug-Free Workplace. Drug testing is a condition of employment with CPWS. EOE.

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