Director, Customer Service Job at WSSC Water
The
Director, Customer Service provides strategic leadership and overall direction for all customer service functions. Focuses on external customers by directing and optimizing call center, billing, collections, customer communication and engagement programs. Provides oversight for all related areas of regulatory compliance.
Essential Functions
- Manages and provides guidance in the development of policies, programs and methods for optimal efficiency (i.e., performance indicators, continuous improvement, process analysis, etc.)
- Ensures compliance with all related regulatory requirements
- Identifies and implements key metrics that support WSSC Water customer service programs; ensures these indicators are aligned with business objectives of workforce planning and customer service improvements
- Develops and maintains an operational plan for addressing workforce challenges to achieving customer service level agreements (SLAs) and customer relations operational stability
- Administers policies covering the billing and collection of water and sewer use charges and the assessment and collection of fees related to the provision of new water/sewer service
- Provides high-level direction and supervision to managers overseeing the call center, billing & collections, customer engagement and advocacy, with more specific focus on the operational efficiency and accuracy of water and sewer bills generation, special bills processing, collections, cancellations, adjustments and refunds
- Manages performance of direct reports through effective and timely coaching, setting of annual objectives, mid-term and annual performance discussions with counseling, as required
- Ensures effective and efficient communications to customers using innovative technology and best practice methodologies
- Provides risk management oversight of customer service operations and strategic priorities related to the customer experience
- Analyzes and proactively addresses complex customer issues
- Develops strategies to eliminate or significantly reduce the repetition of issues to acceptable levels
- Works with the Chief Information Officer to identify and implement technology strategies and programs to optimize customer response time and satisfaction
- Develops and oversees customer SLAs
- Collaborates with Utility Services Director to enhance customer satisfaction by ensuring adequate resolution of any other elements contributing to high water usage
- Prepares and monitors Department’s budget and utilization against annual fiscal year funding and allocations
- Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination
- Drives a vehicle to conduct WSSC Water business
Other Functions
- Directs and executes WSSC Water strategic and operational priorities including leading project teams to champion achievement of the strategic priorities
- Monitors the responses to billing and metering inquiries by customers, ensuring tactical adjustments are made, as required
- Monitors the performance of the Commission’s One-Stop-Shop customer service function
- Performs other related duties as required
Work Environment And Physical Demands
Business casual office setting
May require to be on-call to respond to emergencies.
May require to be on-call to respond to emergencies.
Required Knowledge, Skills, And Abilities
- Comprehensive knowledge of the principles and practices for a complex call center operation, billing and revenue protection processes, service level agreements, customer communication, problem resolution and service recovery
- Good knowledge of risk management related to the claims administration and management
- Demonstrated knowledge of customer experience and customer satisfaction strategies
- Demonstrated knowledge of customer information and bill payment systems and call center technology
- Demonstrated ability to coordinate the resolution of complex customer issues
- Strong analytical, planning, and process management skills
- Thorough knowledge of administrative practices as applied to customer service operations
- Ability to perform as a leader/coach in the development of staff, and actively supervise staff
- Ability to effectively present ideas and reports both verbally and in writing
- Proficient in Microsoft Office applications, call center applications and related technology
- Demonstrated ability to establish and maintain effective working relationships with public and private officials, employees (including superior, peers, and reports), and the general public
- Excellent interpersonal, communication, and change management skills
Minimum Education, Experience Requirements
- Bachelor’s degree in Business, Public Administration, IT, or related discipline
- 12+ years experience in managing and directing contact center operations, customer service operations, and related supporting departments
- 5+ years senior/executive management experience
- 5+ years experience in billing and collections
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