Full-Time
Customer Care Manager
Posted on 9/19/2025
South West Water
201-500 employees
Water and wastewater utility services provider
Compensation Overview
£59k/yr
Hattiesburg, MS, USA
Hybrid
 Customer Experience & Support (1) |
|---|
- Proven leadership experience in customer service or contact centre environments.
- Strong operational and performance management skills.
- Experience handling billing inquiries and optimising customer journeys.
- Excellent communication and stakeholder engagement abilities.
- Ability to lead and collaborate across teams and locations.
- Knowledge of regulatory compliance and incident response.
- Passion for customer experience and continuous improvement.
- Degree or equivalent experience in Business, Customer Service, Operations, or related field.
- Familiarity with CRM systems, reporting tools, and workforce management platforms.
- Strong analytical and problem-solving skills.
- Lead and manage daily operations of the Billing and Operational Networks Customer Care Team, responsible for handling Billing and Clean Water enquiries.
- Drive customer satisfaction and first-contact resolution.
- Coach and develop high-performing teams.
- Collaborate with offshore partners for seamless service delivery.
- Monitor KPIs and implement performance improvements.
- Ensure compliance with governance and regulatory standards.
- Support incident management and crisis communication.
- Promote wellbeing, engagement, and recognition.
- Contribute to strategic projects and initiatives.
SouthWest Water provides water and wastewater utility services in seven states, owning and operating regulated water and wastewater systems as well as offering contract operations through ECO Resources, Inc. It handles water production, treatment, distribution, and wastewater collection and treatment for residential and business customers. Its regional subsidiary structure enables local management alongside nationwide resources, coupled with a demonstrated commitment to sustainability (GRESB score of 93). The goal is to provide safe, dependable water services and wastewater treatment while advancing sustainable operations and delivering value to stakeholders.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Covina, California
Founded
1907
Simplify's Take
What believers are saying
- Expands hiring 20 employees to total 100 at average $78,000 salary in new offices.
- Partners with doxo for online payments, auto-pay, mobile app enhancing customer convenience.
- Multi-state presence in Alabama, Florida, Louisiana supports regional expansion opportunities.
What critics are saying
- Texas drought cuts water availability, raises costs for 60,000 customers in 32 counties.
- Texas PUC rate caps below inflation erode margins on regulated utilities within 6-18 months.
- PFAS regulations force treatment upgrades in California by 2025 across multi-state areas.
What makes South West Water unique
- SouthWest Water operates regulated utilities across seven states including Texas and California.
- ECO Resources subsidiary handles contract operations in California, New Mexico, Texas, Mississippi.
- Achieves GRESB score of 93, top-ranked in water wastewater sustainability.
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Benefits
Paid Vacation
Performance Bonus
401(k) Company Match
Health Insurance
Mental Health Support
Employee Stock Purchase Plan
Commuter Benefits
Company News
SouthWest Water plans to hire 20 additional employees, expanding its employee count to 100 people whose average annual salary is more than $78,000, according to the city's economic council.