Director, Customer Service

WSSC Water
Laurel, MD

WSSC Water seeks a Director, Customer Service to provide 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.

Specifically, the Director, Customer Service:

  • 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-year 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

Qualifications:

  •  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

Preferences:

·       Customer service management in a utility; with greater preference for water/wastewater utility experience

·       Comprehensive knowledge of municipal public works planning and administration

·       Possession of a proven track record in leading an organization through business process and culture change efforts to maintain and enhance the organization’s competitive position