Customer Experience Manager

2 weeks ago

Memphis, United States neMarc Professional Services Inc Full time $25 - $30
Job DescriptionJob Description

The Director of Customer Care reports to the Vice President. Directs, control, and oversees the functions of the Customer Care departments which includes Customer Billing, Residential Care Center and Business Customer Center. Oversees department functions to include ensure accurate metering, meter reading, billing, call handling and customer inquiries are responded to and resolved.

ESSENTIAL DUTIES:

❖ Will be responsible for the overall operations of Customer Care functions to include ensuring implementing and maintaining effective customer service techniques to include accurate metering, meter reading and billing of customer accounts, call handling and responding to residential and commercial customers inquiries;

❖ Manage MLGW’s objectives and metrics. For Customer Care and establish departmental strategy/direction to ensure Customer Care’s mission and goals are met;

❖ Plan, schedule and coordinate activities of employees within the department;

❖ Coordinate and provide assistance to/consultation with other departments;

❖ Prepare and approve recommendations; reports and departmental budget;

❖ Direct, coordinate and control activities of employees within the department;

❖ Coordinate the work of the department with other departments;

❖ Oversee Customer Care functions/processes in order to provide optimal internal/external customer service;

❖ Confer with Executive staff and advise Board of Commissioners of necessary changes;

❖ Responsible for development of strategic plans;

❖ Establish and monitor long to short term strategies for successful customer/ employee relations;

❖ Provide progressive leadership to ensure quality customer service, programs and employees;

❖ Conduct briefing and planning session/meetings with departmental employees;

❖ Represent MLGW and Customer Care on various internal/external committees;

❖ Provide for and be administratively responsible for a capable staff to meet the current commitment and future performance standards through proper selection/development and motivation of qualified personnel;

❖ Integrate communication among diverse functional units within the organization to ensure consistency and efficiencies within areas of responsibility;

❖ Prepare/analyze and prove comparative data, industrial studies/surveys and other information;

❖ Meet and counsel with various departmental employees and customers; resolve problems and make recommendations as required; and

❖ Stay abreast of Divisions policies and procedures.

EDUCATION

Requires a bachelor's degree in Business, Engineering, Education or related field.

Minimum Requirements:

❖ Must have experience in managing a major department;

❖ Must have seven (7) years of experience progressive experience in customer service;

❖ Must have two (2) years of management experience;

❖ Must successfully complete NIMS Training within one (1) year of entering job;

❖ Must have in-depth knowledge of Division policies/procedures, etc.;

❖ Must have an occupationally significant combination of working job knowledge, excellent verbal/written communication skills, proven analytical problem solving and decision-making abilities; leadership, customer relations, and resource management skills; a high level of integrity;

❖ Abilities in working as a team and promoting safety work practices; mathematical ability to prepare/review financial/statistical reports;

❖ Flexibility to adjust to changing conditions; and demonstrated ability to motivate a diverse workforce and community.

ADDITIONAL INFORMATION

❖ Must have in-depth knowledge of Division policies/procedures;

❖ Must have a valid driver's license from State of residence;

❖ Subject to 24-hour call;

❖ Physical Demands;

❖ Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis; and some dexterity in operating office equipment.

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