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POSITION TITLE: Director – Customer Services (Position Filled)
SPECIFICATION NUMBER: 74884CRI
LOCATION: Fairfield County, Connecticut
COMPENSATION: Base salary: $135,000 - $165,000 + Yearly Bonus: 10% short term & additional 15% long term in 3 years.
HYBRID ROLE: After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days in office / 2 days remote).
COMPANY: Our client is a leader in Water Utility.
The Director, Customer Services, is responsible for directing and overseeing all aspects of the organization’s customer service policies, objectives, and initiatives. Develops service level standards focused on reducing response time and providing high customer service satisfaction. Directly responsible for Call Center, Billing, Collections, Field Service and Meter Reading functions of the Company.
PRINCIPAL RESPONSIBILITIES & ACTIVITIES
Devise strategies to enhance the customer experience.
Oversees the daily operations of the Call Center, Collections, Billing, Field Service and Meter Reading function for the Company, supporting CT, MA & NH.
Established policies and procedures that produce high quality customer service delivery and reflect industry best practices.
Develops, measures and reports on service metrics for each functional areas of responsibility.
Develops and implements training and quality assurance programs to support a high performing team.
Identifies and recommends the development of technology to support the customer experience and operational efficiency.
Acts as the liaison between customer service departments and other areas of the Company
Aligns customer service activities and initiatives to support and enhance the objectives of the organization.
Fosters a positive and productive working relationship with all employees to support the workplace of choice.
Support Rates & Regulations in response to Dockets in CT, MA & NH, including rate cases in each state as required.
Bachelor’s degree in Business Administration, Finance, related discipline, or equivalent experience. Master’s Degree preferred, computer skills, including GIS applications, and excellent communications skills, both written and oral, required.
Problem solving is complex; most situations are nonrecurring, and the scope of the position would demand that the incumbent exercise mature, independent judgment on an ongoing basis. Manage 5 direct reports and responsible for overall staff of approximately 72 employees.
Accountable for an annual operating budget of $8.2M consolidated ($4.9 CS, $3.3 Field Services).
Set and Communicate Direction and Strategies:
Translate strategies into action plans
Communicate goals and priorities (company, department, team)
Drive accountability/monitor progress
Excellent communication skills (verbal and in writing)
Build Trusting Relationships:
Role model honesty and integrity in all communications and actions
Balance “getting results” with concern for individual needs
Track commitments and follow-up
Manage and Develop People:
Create individual development plans with direct reports
Set realistic performance objectives
Provide ongoing and honest feedback, coach for success
Foster Teamwork and cross -functional collaboration:
Identify and address competing goals
Encourage cooperation/removal obstacles between functions
Conduct teambuilding/development process
Create a Diverse, Inclusive Workforce:
Involve employees/seek input in decision making, on continuous improvement ideas and change
Diversify staff, where possible in hiring/promotions
Seek opportunities to use diverse suppliers
Respond positively to new demands or circumstances
Act optimistically to influence others to embrace change
Exhibit a “can-do” attitude to successfully develop and implement changes in strategy, priorities, or work processes.
Focus on the Customer:
Ensure processes are in place to deliver on our customer promise and provide superior customer service
Be a role model for the business on delivering superior customer service