Director OF Customer Service

Job Description

Job Description Director of Customer Service and Administrative Services
Location: Columbus, Ohio
Employment Type: Salaried/Full-time
Role Summary: Suburban Natural Gas Company is looking for an experienced Director of Customer and Administrative Services who will lead customer service operations, manage segments of customer billing, and coordinate 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 Responsibilities
1. Develop and implement customer service and administrative policies and maintain updated work instructions and forms
2. 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
etwork issues, and the company webpage
Required Qualifications:
1. Minimum of 5 years of managerial experience
2. Proficiency with Microsoft Office (Word, Excel, Outlook) and SharePoint
3. Experience with billing systems and credit card payment solutions
4. College degree
Preferred Qualifications
1. Experience handling regulatory complaints, reporting, and audits
2. Background in customer billing operations and collections processes
3. Familiarity with ITRON meter reading and standard office equipment
4. Demonstrated success leading teams, training, and performance management
5. 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.

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