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Director of Customer Service

Company: CTwater
Location: San Jose
Posted on: March 18, 2023

Job Description:

Job Title Director of Customer Service - Requisition ID req513Type of Employment Regular Full-Time Employee - Job Openings 1Compensation Range 128,600.00 - 231,400.00 - Compensation Type Annual Salary Founded in 1866, San Jose Water Company is an investor owned water company headquartered in Silicon Valley. With a service area of 140 square miles, it is one of the largest and most technically sophisticated urban water system in the United States. We serve over 1 million people with high quality, life sustaining water, with an emphasis on exceptional customer service.We are actively seeking talented, driven and highly-productive applicants for the position of Director of Customer Service to join our dynamic team. We offer a challenging and rewarding work environment along with a competitive salary and an excellent benefits package.Position SummaryThe Director of Customer Service is responsible for the overall satisfaction of the customer experience.Plans, develops and implements strategies to provide the highest level of Customer Service in both productivity and quality. Also responsible for supporting the managers leading theField Service and Customer Experience teams.Specific Responsibilities

  • Plans and directs all aspects of customer service policies, objectives, and initiatives.
  • Business owner for all customer-related, platforms, and related tools, including, but not limited to, meter and meter reading, customer billing and payments, contact center, customer notifications, emergency notifications, and customer-side water quality programs.
  • Responsible for all operational budget and capital expendituresrelated to customer service and communication related processes, platforms, and related tools.
  • Leads the Customer Experience and Field Service Departments.
    • Understand customer needs, identify root causes and drive solutions to increase customer satisfaction.
    • Implements systems to capture and report on service metrics, including any customer feedback or trends in product or service issues
    • Establish key productivity and quality metrics to monitor and improve satisfaction levels to achieve world-class levels of customer service.
    • Helps develop and support water conservation and sustainability initiatives
    • Partners and collaborates with other SJW Group CX departments and other internal stakeholders to leverage higher efficiencies across the national company.Required Knowledge Skills & Abilities
      • Track record in driving customer engagement and loyalty, demonstrating acute understanding of customer life cycles
      • Experience building and leading a team
      • Exceptional communication, presentation and relationship management skills - deep cross-functional collaboration is required
        • Demonstrated depth of knowledge in customer analytics and data driven productivity and quality, including success using these tools.Required Education and Experience
          • A Bachelor's degree or equivalent in business, finance, accounting, or a closely related field or four (5) or more years' experience in a related management position.
          • At least7 years of progressively responsible supervisory experience is required
            • Experience in a call center environment is preferred
            • Experience in a union environment is preferredCOVID-19 Vaccination RequirementAt San Jose Water Company, the health and safety of our people is our number one priority. Offers of employment are contingent on the candidate showing proof of being fully vaccinated against Covid-19 (currently one dose of the Johnson & Johnson vaccine or two doses of the Pfizer or Moderna vaccine) to pass the pre-employment requirements.EEO StatementOur company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Keywords: CTwater, San Jose , Director of Customer Service, Executive , San Jose, California

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