Delta Utility Services - New Orleans, LA
posted 3 months ago
About the position
Delta Utilities is seeking an experienced and dynamic Director of Customer Operations to oversee the efficient management of our customer service operations, including call centers and billing systems. This is a full-time position based in New Orleans, Louisiana. The ideal candidate will have extensive experience in regulatory utilities and a strong background in customer service and billing. The ideal candidate will also possess exceptional leadership skills, a strategic mindset, and the ability to drive continuous improvement in all aspects of customer operations. In this role, you will oversee and manage the daily operations of call centers, ensuring high levels of customer satisfaction and efficient handling of customer inquiries and complaints. You will develop and implement strategies to improve customer service processes and performance while monitoring and analyzing customer service metrics and KPIs to drive continuous improvement. Additionally, you will oversee the Meter-to-Cash processes to ensure accurate and timely billing processes for all customers and manage and resolve billing issues, disputes, and discrepancies. As a subject matter expert for software and systems that support the billing and customer service functions, you will ensure they meet regulatory and operational standards. You will maintain thorough knowledge of related regulatory requirements, including rate schedules, tariff terms, and service regulations, ensuring all customer operations comply with relevant regulations and standards. Your leadership will be crucial in developing a team of internal and third-party customer service and billing professionals by offering feedback, opportunities for professional development, and fostering a collaborative work environment. You will also be responsible for developing and executing strategic plans to enhance customer operations and support the company's growth objectives. Collaboration with other departments will be essential to promote alignment and integration of customer service initiatives with overall business strategies. Staying up to date with industry trends and advancements will allow you to identify and implement innovative solutions to improve customer service and billing processes. Finally, you will oversee call center quality, training, workforce planning, and voice of the customer processes and initiatives to ensure a high-performing work environment and a consistent and positive customer experience.
Responsibilities
- Oversee and manage the daily operations of call centers, ensuring high levels of customer satisfaction and efficient handling of customer inquiries and complaints.
- Develop and implement strategies to improve customer service processes and performance while monitoring and analyzing customer service metrics and KPIs to drive continuous improvement.
- Oversee the Meter-to-Cash processes to ensure accurate and timely billing processes for all customers and manage and resolve billing issues, disputes, and discrepancies.
- Act as subject matter expert for software and systems that support the billing and customer service functions, ensuring they meet regulatory and operational standards.
- Maintain thorough knowledge of related regulatory requirements, including rate schedules, tariff terms, and service regulations, ensuring all customer operations comply with relevant regulations and standards.
- Develop a team of internal and third-party customer service and billing professionals by offering feedback, opportunities for professional development, and a collaborative work environment.
- Develop and execute strategic plans to enhance customer operations and support the company's growth objectives.
- Collaborate with other departments to promote alignment and integration of customer service initiatives with overall business strategies.
- Remain up to date with industry trends and advancements while identifying and implementing innovative solutions to improve customer service and billing processes.
- Oversee call center quality, training, workforce planning and voice of the customer processes and initiatives to ensure a high performing work environment and a consistent and positive customer experience.
Requirements
- A bachelor's degree in business administration, management, or a related field.
- At least seven to ten years of relevant experience in customer service and billing operations, preferably within the utility industry or an equally regulated environment, with at least five years of managerial experience.
- Developed experience in managing call centers and billing systems, with proficiency in using customer service and billing software.
- Strong understanding of regulatory requirements and compliance within the utilities sector.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
