The Director, Customer Service develops innovative and cost-effective strategies to meet customer satisfaction objectives and achieve or exceed key performance metrics. To achieve objectives, the Director collaborates primarily with the Vice President, Customer Service, Marketing & Energy Efficiency and the Director, Customer Initiatives, as well as with peers across the business.
Major Responsibilities:
- Develop and execute a customer service strategy that aligns with corporate objectives, promotes our commitment to Stakeholders, and ensures an agile team that can adapt in a dynamic customer service environment.
- Lead the execution of daily customer operations to ensure that goals are achieved, and performance metrics are met or exceeded.
- Employ data driven decision-making, regularly assessing performance data to implement solutions that enhance operational efficiency and improve customer satisfaction.
- Effectively and efficiently deploy resources on behalf of ratepayers, ensuring that operating expenses are prudent and within budget.
- Provide strong, dynamic leadership to mentor, develop, and guide team members, while ensuring strong succession planning.
- Develop organizational talent through coaching, on-going performance feedback, formal performance appraisal process, and challenging assignments, all with the objective of enhancing employee skills and talent.
- Cultivate strong relationships with bargaining unit members and leaders to promote collaborative operations, collective bargaining and work methods negotiations.
- Build and maintain strong internal partnerships with business unit leaders to achieve goals.
- Ensure that customer satisfaction is appropriately prioritized in all aspects of performance in the organization.
- Participate in the grievance process, work methods negotiations, and contract negotiations as pertaining to Customer Service.
Position Specifications:
- Bachelor’s degree in a related field is preferred.
- 10+ years of related professional experience is required; with a minimum of three years in a strategic leadership position managing large customer service operations.
- Must have labor management experience.
- Energy industry experience is desirable.
- Excellent communication skills and the ability to motivate a results-oriented management team.
- Superior coaching skills with a passion for people development.
- Proven track record in understanding customer concerns and handling critical escalations with calmness and respect.
- Strong time management and organizational skills.
- Strong negotiation, collaboration, team facilitation, and influencing skills.
- Strong written and verbal skills.
- Ability to effectively communicate with and present to both executive management and frontline personnel.
