Chesapeake Energy

Manager, Customer Service

Chesapeake Energy$75K — $95K *
Dover, DE 19901In-Person
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Communications, Operations Management, or related field (Energy Industry preferred)
  • Minimum six (6) years in Customer Service or Contact Center Operations, managing frontline leaders (BPO experience preferred)
  • Standard driver's license
  • Adept in Microsoft Office Suite & SAP, with knowledge of IVR/phone systems like Five9
  • Proficient in data analysis for operational improvements

Responsibilities

  • Manage daily operations of customer service across internal teams and BPO partner
  • Set operational priorities and performance standards to meet organizational goals
  • Lead and develop customer service leaders through coaching and performance management
  • Oversee BPO partner relationship to maintain service quality and meet SLAs/KPIs
  • Direct the internal Resolution Team for efficient handling of escalated inquiries
  • Ensure emergency response capability through enterprise-wide ERT management
  • Collaborate cross-functionally to improve workflows and enhance service delivery

Benefits

  • Competitive base salary
  • Fantastic opportunities for career growth
  • Cooperative and empowered team atmosphere
  • Annual bonus and salary increase opportunities
  • Monthly recognition events
  • Endless wellness initiatives and community events
  • Customizable benefit packages including generous 401k, medical, dental, life insurance, tuition reimbursement
  • Paid time off, holidays, and separate bank of sick time
Full Job Description
Manager, Customer Service (Regulated Operations)

Location: Hybrid within commutable distance to Dover, DE or FL service area locations

(FL locations: West Palm Beach, Port St. Lucie, Fernandina Beach, Spring Hill, Debary, Marianna, Doral, Rockledge)

Your role in our success:

The Manager, Customer Service leads day-to-day customer service operations through a hybrid support model that includes an internal Resolution Team and an external BPO (Business Process Outsourcing) partner responsible for managing the primary customer contact center. This role is accountable for service delivery, customer experience, operational performance, and business continuity across voice and digital support channels, including oversight of the internal Resolution Team, emergency response team, and BPO partner. The Manager focuses on operational execution, people leadership, partner oversight, and
continuous improvement, working closely with internal stakeholders to enhance customer experience and support organizational service objectives. This leader plays an important part in strengthening customer service performance through disciplined processes, data-driven insights, and effective team leadership.

Contact Center BPO (Business Process Outsourcing) refers to the practice of outsourcing customer service and support operations-such as call centers, email support, live chat, and social media engagement-to a third-party provider.

What you'll be working on:

  • Manage day-to-day customer service operations across internal teams and the external BPO partner to
    ensure timely, accurate, and consistent service delivery
  • Establish operational priorities, performance expectations, and service standards aligned with
    organizational goals
  • Lead and develop customer service leaders through coaching, performance management, and employee
    engagement
  • Manages BPO partner relationship, overseeing the primary customer contact center, ensuring consistent
    service quality and performance against SLAs/KPIs
  • Lead the internal Resolution Team to ensure escalated customer inquiries are handled efficiently and
    accurately
  • Responsible for enterprise-wide Emergency Response Team (ERT), including vendor relationship for back
    up services to ensure 24/7 response within required service level
  • Collaborates cross-functionally with Strategy/Systems, Billing, Field Services, IT, and Communications to
    improve workflows, streamline processes, and enhance service delivery
  • Demonstrated experience with utility operations in regulated service environments
  • Strong people leadership skills with demonstrated ability to manage frontline leaders and teams
  • Effective communication skills (written and verbal) with customers, vendors, and internal stakeholders with
    a focus on building relationships
  • Ability to analyze data, identify trends, and translate insights into operational improvements
  • Excellent computer skills including Microsoft Office Suite & SAP. Working knowledge of IVR/phone systems, such as Five9, and contact center support systems/technologies
  • Ability and willingness to travel to various locations and work extended/non-standard hours as needed, support during storm/emergency required
  • Ability to foster a culture of accountability, ownership, empowerment, and continuous improvement within both internal and external service teams


Who you are:

  • Bachelor's degree in Business, Communications, Operations Management, or a related field (Energy Industry preferred)
  • Minimum six (6) years of progressive experience in Customer Service or Contact Center Operations, prior experience managing frontline leaders (BPO experience preferred)
  • Standard driver's license


Benefits/what's in it for you?

  • Competitive base salary
  • Fantastic opportunities for career growth
  • Cooperative, supportive and empowered team atmosphere
  • Annual bonus and salary increase opportunities
  • Monthly recognition events
  • Endless wellness initiatives and community events
  • Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
  • Paid time off, holidays and a separate bank of sick time!


About Chesapeake Energy

???????????????????????????????????????????????????????????????Chesapeake Energy Corporation is the second-largest producer of natural gas, the 11th largest producer of oil and natural gas liquids and the most active driller of new wells in the U.S. Headquartered in Oklahoma City, the company's operations are focused on discovering and developing unconventional natural gas and oil fields onshore in the U.S. Chesapeake owns leading positions in the Eagle Ford, Utica, Granite Wash, Cleveland, Tonkawa, Mississippi Lime and Niobrara unconventional liquids plays and in the Marcellus, Haynesville/Bossier and Barnett unconventional natural gas shale plays. The company also owns substantial marketing and oilfield services businesses through its subsidiaries Chesapeake Energy Marketing, Inc. and Chesapeake Oilfield Services, L.L.C.?

Chesapeake Energy Careers

Join the dynamic team at Chesapeake Energy, a leading company in the energy sector, and propel your career to new heights with unparalleled job opportunities. At Chesapeake Energy, we are committed to fostering a culture of innovation, leadership, and sustainable growth.

Work You’ll Do

At Chesapeake Energy, you will collaborate with some of the industry's most talented professionals to drive innovation and lead projects that have a real impact on global energy solutions. Our team is at the forefront of the energy industry, leveraging cutting-edge technology and sustainable practices to shape the future.

Explore Professional Growth and Development

Chesapeake Energy is dedicated to the professional growth of its employees. Whether you are just starting your career or are a seasoned professional, Chesapeake offers a range of career paths filled with advancement opportunities. From leadership and diversity training to technical skill enhancement, we provide the tools and resources necessary for success.

Innovative Work Environment

Our commitment to innovation is not just about technology; it extends to our approach to problem-solving and project management. Join our team and contribute to groundbreaking projects that prioritize sustainability and efficiency.

Be Part of a Great Team

Working at Chesapeake Energy means being part of a diverse and inclusive team. We value the unique backgrounds and experiences of our team members, believing that diversity fuels creativity and innovation. Our collaborative environment supports networking and mentorship, helping you connect with peers and leaders who can aid in your career development.

Internship and Employment Opportunities

Kickstart your career with Chesapeake Energy through our internship programs, which offer hands-on experience in real-world projects. For those seeking full-time positions, our hiring process is designed to match your skills and interests with the right opportunities within the company. Prepare your resume, sharpen your interview skills, and join a team that appreciates and rewards hard work and creativity.

Benefits and Culture

Chesapeake Energy is not only a great place to grow professionally; we also offer a range of benefits designed to support our employees' health, well-being, and financial future. Our culture promotes work-life balance, ensuring that you are motivated and energized to perform at your best.

Stay Connected

Join Our Team Search open positions that match your skills and interest at Chesapeake Energy. We are always looking for passionate, curious, and solution-driven team players.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Chesapeake Energy. Join Chesapeake Energy and be part of a company that values innovation, leadership, and a commitment to sustainable energy solutions. Your future starts here!
Learn more about Chesapeake Energy
Size
1,300 employees
Market Cap
$12.7 billion
Industry
Net Income
-$9.7 billion
Founded
1989
5 Year Trend
-6%
Revenue
$5.2 billion
NASDAQ

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