Job Offer: Director - Customer Contact

Director - Customer Contact

Benefits :

»Competitive compensation

»Medical, Dental, and Vision insurance

» 401(k) Retirement Savings Plan with substantial company match

»Life and Travel Insurance

»Tuition Assistance

»Wellness Reimbursement Program

»Paid Holidays and Vacation



What is an Director – Customer Contact?
this job offer will contribute to Central Hudson’s success through the management and implementation of a coordinated Customer practice through the delivery of omni-channel customer service strategies. The Director of Customer Contact works closely with departments across the company as well as affiliated organizations to engage customers. There are 2 Directors of Customer Contact, one assigned to supervise the front office and one assigned to supervise the back office of the contact center.


The Director of Customer Contact – Front Office manages a team responsible for multi-channel customer communication including phone, web chat, email, in writing, or in person about outages and emergencies, billing and payments, products, services, operations and maintenance of company electric and gas facilities. The front office contact center receives and processes orders, supplies information concerning utility service rates, supplier pricing, changes in service, collections, and discontinuance of service; Answers customer questions and investigates and corrects errors, Investigates and resolves complaints concerning billing or services rendered; Refers complaints of service or product failure to proper departments for investigation and correction; Coordinates customer service needs with other departments as required ensuring highly satisfied customers. this function will help third-party call center vendor relationship management from bid processes to contract negotiations and relationship management of a first-party Call Center.


To be prosperous, the Director of Customer Contact Front Office needs to have demonstrated practice leading a team, excel at call center operational management and have technical acumen and a passion for delighting customers with engaging and seamless multi -channel customer practices.


To be prosperous, the Director of Customer Contact Back Office needs to excel at back office operational management including paperwork, exception management, and customer outreach; have familiarity with SAP and passion for problem solving, and a desire to learn.



What does an Director – Customer Contact?

»Leads a team of first line managers, customer service representatives and customer support adjuncts to deliver a positive practice for our customers

» supervises and directs the system-wide planning of Contact Center operations including, scheduling, staffing coordination, supervision and activities and functions of employees connected with establishing gas and electric installations, inspections, metering, and other customer related functions to assure customers of the best and safe utilization of gas and electric service

»Ensures that service level requirements are met through optimal deployment of scheduled resources

»Collaborates with internal and external stakeholders to support digital practice strategy, planning, process, execution, measurement and improvement.

» contacts with Information Technology (IT) to trouble-shoot critical break-fix issues with the Telephony and Workforce Management Systems; assist in root-cause analysis.

»Consults with Meter Shop, Commercial Department, Meter Reading, and Information Technology (IT) to trouble-shoot critical break-fix issues with Meter Device Management and customer billing.

»Develops solicitations for new partnerships, facilitates contract approvals, and supports customer practice relationships with government agencies/vendors.

»Identify, develop, and implement new and improved programs and processes to increase productivity and performance of managers and employees in areas of responsibility. this job offer requires working closely with all the Customer Services organizations and the key management personnel in areas outside of Customer Service, such as Engineering and Information Technology to understand where opportunities exist for improving operations.

» supervises, plans, and controls the operating budget including developing reporting variations and suggesting corrective actions when appropriate

» supervises the development of existing SAP comprehensive business requirements, support business testing and develops budget and resource plans to support Contact Center Front Office digital technology investments

»Ensures that CX channels are harmonized and manages workflow through various Omni Channels.

»Supports and helps facilitate Central Hudson customer practice brand and Customer Marketing programs

»Manages KPI’s to support organization and corporate goals

»Educates and facilitates deeper learning for the organization on SAP and new digital customer practice strategies/tactics and technology advances that can enhance customer engagement across the entire customer life cycle

»Supports storm/emergency restoration efforts



What does it take to be an Director – Customer Contact?

Required:

»A Bachelor’s degree in business administration, communications, information systems, or a significant field and related practice in customer service/success, operations management, or related function/function. In lieu of a bachelor’s degree, an associate’s degree and 5+ years of practice, or High School Diploma or equivalent and 7+ years’ practice as listed above.

» practice supervising and leading teams, coaching, and mentoring employees.

» capability to multitask in fast paced environment

»Able to provide resolution to a diverse range of complex problems

»Possess excellent verbal and written communication skills and be able to communicate with all levels of the organization including technical teams and senior management

»Strong analytic, problem solving, decision-making skills and proven capability to discern critical from minor problems

»Able to work in a fast-paced environment and able to set/meet specific deadlines

»Proven practice managing diverse delivery teams including internal resources, outsourced vendor resources, and third-party suppliers

»A strategic thinker who can execute tactically

»Subject matter skills should be demonstrated that drives business results.

»Demonstrated success delivering operations management customer service.

»Passionate and big picture thinker focused on customer engagement strategy as centerpiece of the digital practice that can motivate and drive results

»Must be willing to occasionally work outside of traditional business hours as needed

»Valid driver license

Preferred:

»At least 5 years professional practice in Utility Customer Service environment- Preferably SAP S4-

»MBA

» practice executing integrated Technologies with SAP program delivery to achieve measurable growth in Omni-Channel customer service

»Practical knowledge of Utility customer service

» practice with Work Force Management Calabrio Teleopti, Genesys Cloud

»A collaborative innovator who leads through influence both up and down an organization; has the capability to affect change with senior stakeholders


Applications will be accepted until July 21, 2023 . Please go to Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position. Applications sent via e-mail and US Mail will not be accepted. No phone calls or agencies, please. All replies will be held in strict confidence.


All qualified candidates will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, discapability, or protected veteran status. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.



VEVRAA FEDERAL CONTRACTOR