(MGCC)-Senior Manager-Customer Care

Job Information

Job Title:  Senior Manager – Customer Care                                            Department:  Customer Care

Reports To:  AGM – Finance & Administration                                         FLSA Status:  Exempt

Grade:  P

General Responsibilities

GENERAL RESPONSIBILITIES:

Lead the Customer Care functional areas, including the Industrial & Commercial Accounts, Payment Center, Call Center, Meter Reading, Billing, Collections, Field Services, and Meter Maintenance, and direct cost-effective, high-quality customer service and operational integrity.

Essential Job Functions

• Provide leadership and direct the Customer Care departments to ensure a high-performance, customer-oriented work environment that supports achieving mission, objectives, and values
• Create and implement a Customer Care strategy to deliver cost-effective and high-quality customer service
• Provide strategic and operational input to business plans, control budgets for responsible areas, and ensure that operational and financial targets are met or exceeded
• Manage and direct the development, implementation and evaluation of plans, policies, systems and procedures to achieve annual goals, objectives and work standards
• Oversee the resolution of escalated customer issues, including those from other staff or the Board, and communicate the results of analysis and decisions reached.
• Lead, motivate, mentor, and develop staff to encourage problem-solving, strategic thinking, customer orientation, and a shared commitment to improving business performance
• Facilitate the implementation of customer care improvement plans and projects
• Build and manage a team of business analysts and customer experience specialists to promote continuous improvement, innovation, quality and excellence in customer care
• Ensure that Customer Care collaborates with other functions, consistently delivering great end-to-end customer experience
• Manage resources to achieve departmental goals cost-effectively
• Report on departmental performance, including ensuring that systems and processes are being leveraged to support work activities and service response efficiently.
• Ensure that information is available to monitor departmental performance
• Establish relationships with and serve as Customer Care contact for external stakeholders
• Attend a variety of Board and Committee meetings, prepare, review, and present staff reports and other necessary correspondence

Essential Job Functions Con't

• Network with other Customer Service professionals within the industry
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Ensure all organizational policies and guidelines are adhered to and administered correctly, including the HR Management Guide, Employee Handbook, reviewing and approving timesheets, expense reports, complying with applicable employment laws, purchasing guidelines, bid law, etc.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Champion, model, and administer a performance-oriented culture by demonstrating strong leadership and people development skills.  Seek to develop and monitor key performance measurements and develop/support a work environment that develops, recognizes, holds accountable, and rewards talent to support employee engagement and meet current and future workforce needs.
• Responsible for demonstrating the organization’s core values and using performance management principles to continuously improve the department and organization's effectiveness, efficiency, products, and services. This includes but is not limited to participating in improvement teams, recommending and implementing improvement ideas, and participating in training and other activities to keep current on processes, information, etc.
• Champion and ensure the administration of safe work practices and operations.
• Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, local, state and federal laws and regulations.
• Perform all work safely in accordance with established safety policies and procedures. Comply with all safety and health standards and guidelines issued by management.
• Perform other duties as assigned.

Essential Job Functions Con't

Education

Bachelor’s degree in business, communications, marketing, or another relevant discipline from an accredited four-year college or university.  MBA or advanced degree is preferred.

Experience

Ten (10) years of progressively responsible experience managing customer service operational areas such as customer billing, payment processing, collections, meter reading, field services, meter maintenance, business office operations, and customer contact (call) centers in the utility or similar environment.  Experience managing multiple customer service functions and public sector management experience preferred.  Excellent oral and written communication skills, interpersonal skills, problem solving, analytical, and organizational skills.  Strong PC skills. SAP experience preferred. Attention to details and ability to work with confidential information.

• Demonstrated experience in establishing, meeting or exceeding performance targets
• Experience leading, motivating, and empowering employees to effect positive change and improve business performance
• Customer-centric, customer advocate philosophy and strategy, strong understanding of customer empathy and appreciation for the customer experience
• Strong leadership skills, including public speaking, coaching, team building, and conflict resolution
• Experience leveraging customer service best practices to drive operational improvement
• Able to be flexible and agile in responding to evolving business priorities
• Able to collaborate across the organization and work effectively with employees and external stakeholders.

Five years prior supervisory experience required. For internal candidates the successful completion of the following BWW leadership development programs may be counted towards the required supervisory experience:

• Pre-Supervisory Program (STAR) = one year of supervisory experience
• Succession Planning Program = one year of supervisory

Supervision

6-8 Employees Directly

150-170 Employees Indirectly

Physical Demands

• Ability to stand, walk or sit for extended periods
• Reaching by excreting hand(s) or arms(s) in any direction
• Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal parameters
• Ability to move about significantly on construction sites, climb ladders and ladderways

Ability to lift 25 pounds

Work Enviroment

• Moderate noise (business office)
• Occasionally visit job sites, in plants and outdoors, exposed to extreme hot/cold and or wet weather conditions.