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.   

POSITION SUMMARY  

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.
• Prepare corporate budgets, financial plans, operating plans, and strategic customer focused initiatives.

KNOW HOW: 

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:

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.

ACCOUNTABILITY:

Accountable for an annual operating budget of $8.2M consolidated ($4.9 CS, $3.3 Field Services).

LEADERSHIP COMPETENCIES:

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