Director, Customer Service
I. SUMMARY: The Director of Customer Services is a highly visible, dynamic, leader who fosters healthy relationships with internal business partners and external stakeholders to achieve the strategic mission of WASA. The DirectorA cents € (TM) s position requires extensive call center experience, including managing a 24x7 emergency operation. The position requires demonstrated expertise in call center management, introducing technology initiatives, establishing, implementing and setting controls around processes, establishing best practices, goal-setting, and exemplifying key leadership traits such as integrity, drive for results and celebrating success. II. ESSENTIAL FUNCTIONS:1. Develops long term strategies for the department, in support of WASAA cents € (TM) s strategic plan. 2. Establishes policies regarding Customer Service and ensures that procedures are developed and implemented in support of such policies. 3. Provides high level direction and supervision to managers overseeing the call center, emergency command center, billing collections, and meter operations.4. Manages staff to ensure call flow and order processing efficiency so that orders are handled in a timely manner and within budget. 5. Develops relationships with WASAA cents € (TM) s key stakeholders comprised of members of the Board, key accounts, customer groups, City Council, federal government and others. 6. Participates in Board and Committee meetings, conferences with the General Manager, Chief Financial Officer, other department heads, DC and federal officials on matters pertaining to the Authority and the Department.7. Develops and manages the annual departmental budget, including identification of and clear justification of key variances.8. Evaluates current reporting tools and performance measurements and make continuous improvements as needed. 9. Perform cost-benefit analysis and identify cost efficiencies and savings opportunities.10. Responsible for the general review of complaints to determine if problems require change in regulations or special handling.11. Provides general guidance to the staff regarding system enhancements to automated meter reading, interactive voice response, ACD, work management, and the customer information system. 12. Receives and resolves complex technical and public relations problems.13. Other duties and projects as assigned at the discretion of the AGM, Consumer Services.Supervisory Responsibilities: Provides daily planning and administration, through subordinates, in the selection, assignment, supervision, promotion, discipline, and training of personnel within the department related to the DepartmentA cents € (TM) s programmatic areas.Key Working Relationships: The Director interacts with high ranking officials of the Authority and the Board. Attends and participates in meetings within the Authority, with Federal and Private Agencies, and with departments of the District of Columbia Government. Attends community meetings and resolves issues presented from the general public.III. EDUCATION / EXPERIENCE & OTHER MINIMUM QUALIFICATIONS REQUIRED: The minimum qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential function satisfactorily. Reasonable amounts of training are provided. Director, Customer Services(cont.)1. BachelorA cents € (TM) s Degree in Management or Information Technology from an accredited college or university and ten (10) years of progressive experience in managing and directing call center operations, emergency command center, billing collections, and meter operations, inclusive of five (5) years of managerial experience. 2. Superior oral and written communication skills, presentation skills and interpersonal skills. 3. Demonstrated ability to develop and implement process enhancements including technology solutions and performance metrics. 4. Demonstrated ability to coach and motivate others, with high influencing skills.5. Proficiency in Microsoft Office, call center applications, work-force management applications, quality tools and technologies, and other related Call Center software6. Strong leadership, analytical, planning, and organizational skills.IV. PHYSICAL DEMANDS OF THE WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. General Office Conditions.We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.