Director of Customer Service
Director of Customer Service
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$ 142598 - 188941
1 Vacancy
Job Description
Closes: May 18 2025
Starting Range: $142598 to $188941
Full Range: $142598 to $235285
Job Description
Responsible for delivering and enhancing customer experience within defined profitability objectives for Avista. Plans develops and directs all aspects of the organizations contact centers customer billing credit and collections process improvement customer experience and customer facing technology systems and programs. Establishes implements and maintains policies and procedures that produce high quality customer service delivery and reflect the industrys best practices. Monitors programs and procedures to ensure ontime delivery and customer satisfaction. Promotes and designs technology solutions and services that allow for customer convenience as well as a positive customer experience.
Ensures proper alignment with other lines of business such as Customer Solutions Operations Corporate Communications and Regulatory Affairs as they relate to the impact on customers and Customer Service operations. Responsible for meeting objectives around credit and collections smart energy customer service system projects distributed energy resources and customer experience. Promotes teamwork communication collaboration clear accountabilities effective change leadership/management and enhanced business performance.
Principal Accountabilities
- Directs and oversees the Customer Service Customer Experience and Customer Facing Technology Platforms Leadership Teams. Sets objectives manages budgets monitors performance and assesses outcomes.
- Drives customer operations and initiatives as well as those related to customer service from other departments such as Customer Solutions Regulatory Affairs Corporate Communications and Operations.
- Develops ongoing costeffective customer service strategies including maximization and use of call center system technologies processes and staff. Identifies and analyzes customer service processes to ensure continuous improvement making and implementing recommendations.
- Collaborates with others across the company to improve the organizational capability to develop and successfully manage products and services and customer technology. This includes customer segmentation management and utilization marketing and sales abilities use of data analytics and deeper understanding of customers expectations and desires.
- Identifies and acts upon challenges and barriers that inhibit the progress of individual programs as well as larger strategy and goals. Utilize competitive analysis customer input and feedback data analytics and business trends to analyze potential new markets for products or services and customer technology that may enhance the customer experience and/or increase revenue opportunities.
- Manages personnel including hiring performance management coaching employee engagement continuous education training and development.
- Establishes and maintains close working relationships with other functional directors to maintain alignment of the strategic direction of the overall company.
- Creates and implements systems and processes that monitor work to ensure that continuous quality service is delivered to all internal and external customers.
- Fosters a positive and supportive work environment; promotes belonging in the workplace; and contributes to an environment of mutual respect.
Perform other duties as assigned. Job duties are subject to change as directed by management.
Requirements
- Requires a Bachelors degree in Business Administration Business Management or a related field.
- Masters Degree in a related field preferred.
- Requires 8 years of related experience.
- Requires 5 years of leadership experience.
- 3 years of multisite contact center experience or other high demand collaborative and fastpaced multisite environment preferred.
- Experience within a utility company preferred.
- Must have advanced analytical skills with the ability to think strategically and operationally.
- Demonstrated initiative and ability to drive business results in previous roles required.
- Knowledge of effective project management techniques.
- Ability to successfully develop and manage relationships at all levels of the organization and influence a variety of stakeholders.
- Excellent communication and interpersonal skills
- Demonstrated ability to lead and support change management initiatives.
- Knowledge of customer service principles and practices.
- Supervisory skills and the ability to attract retain and motivate competent and professional staff.
- Ability to influence others negotiate to a successful resolution and engage in effective problem solving.
- Ability to seek and identify cost reduction and valueenhancement opportunities.
Other combinations of education and experience may be considered.
Hybrid work options are available for this role. The successful candidate will be required to work onsite at least 3 days per week including Mondays and Tuesdays with an additional day determined by the employee and manager.
To Apply
We encourage you to apply as many of our positions have step progressions to account for an incoming employees various levels of knowledge skills and experience.
Complete an online application and attach your resume and cover letter to your profile. All documents must be attached to your application at the time of submitting your application for review. No documents can be attached after you click Submit.
Benefits
At Avista we believe our employees are essential. Through them we deliver value to our customers and the communities we serve. The physical mental and financial health and wellbeing of our employees and their families are important to us. We are committed to offering a comprehensive total rewards program comprised of an externally competitive internally equitable compensation structure and a benefits package that allows us to retain and attract a diverse engaged and skilled workforce. Our benefits package includes medical dental vision life and disability coverage retirement benefits incentive plans wellness resources timeoff programs and much more. In addition to our total rewards program the Pacific Northwest offers abundant outdoor recreation four distinct seasons and all the amenities and activities an individual or family might be interested in. To learn more please visit our benefits website at screening requirements
Employment is contingent upon the successful completion of a drug test background check and motor vehicle records review.
Employment is contingent upon the successful completion of a drug test (including cannabis) background check and motor vehicle records review.
Avistas Commitment to Equal Opportunity
Avista is a safe inclusive workplace for people of all backgrounds and we are committed to Equal Opportunity Employment. All qualified applicants will be considered regardless of race color religion national origin sex gender identity sexual orientation marital status age sensory mental or physical disability (unless based upon a bona fide occupational qualification) Veteran status or any other classification protected by nondiscrimination laws.
Please view Equal Employment Opportunity Posters provided by OFCCP here. Prior to the next step in the recruiting process we welcome you to inform us confidentially if you require any special accommodations to participate fully in our recruitment process. Avista will make reasonable accommodation to assist a qualified person with a disability in the job application interview process and to perform the essential functions of the job whenever possible where undue hardship would not be created for Avista. Please contact us at if you would like assistance.
Required Experience:
Director
Employment Type
Full-Time
