March 28, 2024
Electric Energy Jobs

Senior Manager, Customer Care Operations

Organization:
EPCOR Water USA
Region:
United States, Arizona, Phoenix
End of contest:
May 31, 2017
  This job posting has expired
Type:
Full time
Category:
Manager
Description

Headquartered in Phoenix, Arizona, EPCOR Water USA is the largest private, regulated water utility in Arizona and New Mexico, providing safe, reliable and high-quality water and wastewater services to more than 350,000 people in three states, 31 communities and nine counties. It also provides wholesale water services to several customers in the Austin, Texas area. EPCOR Water USA is wholly owned by EPCOR Utilities Inc., a privately held company owned by the City of Edmonton, Alberta, Canada.

Primary Role:

Provide strategic leadership for customer care operations including billing, customer service and dispatch services for EWUS operations. This includes managing an outsourced contract and the management of customer service operations for the company.

Key Accountabilities:

  • Develop operations strategies and direct and manage Customer Care operations. Implement best operating practices to drive continuous improvement, innovation and excellent customer service. Define metrics to measure and support effectiveness and customer satisfaction. Review reports for compliance to performance metrics and ensure necessary action plans occur if performance targets are not met. Report regularly on key customer support issues and performance reports. Provide strategic and operational input to annual business plans, control budgets for responsible areas, and ensure that service level targets are met or exceeded.
  • Lead, motivate and develop staff in assigned operations areas. Build shared commitment to improving business performance, and develop both individual and team capabilities. Drive performance by linking business units' objectives to company goals and values. Communicate a shared vision, energize and empower staff, and champion diversity.
  • Work with vendors to optimize performance and the quality of the customer support experience; identify actionable trends. Provide input to future RFPs and selection process of future vendors. Evaluate and modify as needed, scope of vendors as business needs change. Maintain a thorough knowledge of products and services offerings.
  • Identify, analyze and resolve a wide range of technical, process, and operational issues providing quick and decisive solutions. Encourage collaboration and support of business initiatives to ensure quick resolution of business issues and provide input into the development of integration plans for new acquisitions.
  • Improve communications and efficiency through review of current policies and procedures and implementation of needed change.
  • Work with technical team to recommend development of technology implementation and/or changes to technical environment for customer support and identify opportunities for efficiencies and optimization.
Requirements

Education: Bachelor's degree in Business, Finance, Management or operational discipline. Master's degree preferred.

Experience: 8 - 10 years of senior management experience in customer operations or related field and 5+ years of experience managing a customer care business unit. Water/wastewater utility experience required.

Knowledge: Expert knowledge of customer service business processes and technologies.  Knowledge of the regulated water and wastewater utility business and its operations. Knowledge of the applicable regulations, requirements and trends impacting a customer service environment and the water wastewater business. Knowledge of the assessment of operating practices and the establishment of best practices.

Skills: Strong management skills (planning, organizing, analysis, problem solving, team working, employee development). Strong influencing skills. Excellent leadership skills, presence and the ability to deal effectively with and maintain productive relationships with employees at all levels, management and various external stakeholders. Ability to lead, motivate and empower employees. Excellent verbal and written communications, as well as interpersonal skills (persuasion, listening, cooperation and diplomacy).

Key Interfaces: Management, employees at all levels, state and local officials and regulators, customers, billing contractors and other external stakeholders.

Work Environment: Office and field environments.

ADA Requirements: Frequent sitting and standing in office/desk; frequent reaching, handling paperwork/files, and operating computer and other office equipment; frequent speaking, listening, seeing; occasionally lifting up to 15 pounds.

Travel Requirements: 20 - 30%.

Scope: (Minimum) Total Supervised: Exempt 2

Contact

EPCOR

2000-10423 101 Street NW

Edmonton

Alberta Canada

www.epcor.com


Other relevant information

Additional Details



If you're looking to build a career with a company that values its employees' unique skills, talents, work styles and diverse experiences, EPCOR is the place for you.  We offer:




  • competitive salaries and an incentive award program for all employees

  • comprehensive benefits package including health, dental, vision, life insurance and disability

  • competitive vacation package that encourages a healthy work/life balance

  • training opportunities including tuition reimbursement and certification support

  • a safe and supportive work environment that ensures our employees are successful at work and go home safe to their families 



How To Apply



If interested in this position, please apply here or forward your resume and cover letter, stating your salary requirements to: <42>EPCOR_US_Recruiting@epcor.com



*Please include the job title in the subject line of your email


 From the same category : manager