Senior Director - Customer Service
Senior Director - Customer Service
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$ 177000 - 221000
1 Vacancy
Job Description
The base salary range for this position is dependent upon experience and location ranging from: $177000 - $221000
Job Summary:
The Senior Director of Customer Service is responsible for the strategic and operational leadership of Customer Service Operations. This includes Billing Supplier Relations Revenue Recovery Customer Relations (Call Center) Low Income/Outreach and Escalated Complaints for NY State Electric & Gas (NYSEG). This leader focuses on driving deliberate disciplined design and delivery of best-in-class experiences for NYSEG customers. S/he will play a pivotal role ensuring required regulatory outcomes zero negative revenue adjustments and KPIs are achieved while driving efficiency continuous improvement and building high performing collaborative and resilient teams.
Key Responsibilities:
Direct all functions related to billing revenue recovery/collections supplier relations low income/outreach escalated complaints and customer relations center.
Direct processes and vendors ensuring all customer service functions are completed for approximately 905000 Electric Customers and 27200 Natural Gas Customers at NYSEG.
Effectively manage O&M and capital spend by supporting prioritization of investments that deliver exceptional service to customers.
Use data-driven approaches to identify gaps/issues analyze information and develop solutions consistent with business strategies for all key functional areas.
Actively participate in regulatory proceedings on program design to mitigate utility risk.
Implement strategies to minimize accounts receivables and uncollectible expense in compliance with state regulations.
Effectively balances urgency to achieve short-term goals with longer-term strategies.
Identify assesses and mitigate risks associated with all key functional areas.
Improve strategies for outreach and partnership with external customer advocacy groups to increase customer participation in low-income programs and reduction of energy burden.
Leverage voice of the customer insights and analytics to fully understand the customers experience while focusing daily on delivering value solving customer experience problems reducing customer complaints and ensuring timely and accurate rendering of bills.
Responsible for drafting testimony for rate cases supporting management audits and demonstrating compliance with state public law (CEO Certification).
Collaborate with key internal (Regulatory Legal Electric Operations etc.) and external stake holders (PSC PULP etc.) to advance goals and get results.
Establish monitor track and report on key performance indicators to measure the success of all areas.
Lead mentor and develop operational leaders ensuring they have the necessary resources and guidance to manage their teams effectively.
Increase employee engagement develop bench strength and position organization for long-term succession planning.
Able to work outside of regular job duties and extended hours in support of system emergencies i.e. storms.
Required Qualifications:
Bachelors degree in Accounting Business Finance Economics or Information Technology.
12 years relevant experience in utility credit & collections finances and/or billing operations (or significant and advanced experience in these fields for over 15 years) required.
Experience with utility business processes in the areas of: Billing and Invoicing; Dunning Device Management; Back/Front Office Customer Service Revenue Management Low Income; and/or Customer Information Analytics.
Preferred Qualifications:
Masters Degree preferred.
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Company:
NY STATE ELECTRIC & GAS CORPMobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race color religion national origin gender sexual orientation age marital status disability protected veteran status or any other status protected by federal state or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs you may request a reasonable accommodation by contacting our People and Organization department at .
Avangrid employees may be assigned a system emergency role and in the event of a system emergency may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut Maine Massachusetts and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.
Job Posting End Date:
Required Experience:
Exec
Employment Type
Full Time
