Overview
Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities. Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. The company is committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status with a competitive benefits package and opportunities for career growth. Essential serves communities and steward natural lands, protecting more than 7,600 acres of forests and other habitats. It is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.
We have a great opportunity for a VP of Customer Operations, reporting to the SVP/Chief Administrative Officer. The Vice President of Customer Operations will oversee the customer service functions of a major water and natural gas regulated utility. This leadership role will manage a team across 4 office locations and serve approximately 5.5 million customers across 9 states, developing and executing strategies to enhance customer experience and operational efficiency through collaboration with corporate stakeholders.
Responsibilities
* Provide strategic leadership and oversight of Customer operational departments, aligning with the company’s mission, vision, and values.
* Develop and execute the strategic vision for customer service to achieve best-in-class customer experience.
* Ensure operational accountability for a cross-functional team that manages Contact Center Offices, Back Office functions (billing, credit, collections), quality, analytics, and customer experience.
* Drive continuous improvement in operational performance across customer operations in partnership with other departments supporting customers.
* Collaborate with other senior leaders to develop short- and long-term processes and enhance service delivery.
* Champion the customer perspective and advocate for customer needs within the organization.
* Ensure effective handling of customer inquiries and complaints and compliance with Public Utility Commission regulations.
* Implement strategies to improve customer satisfaction and loyalty.
* Monitor key customer service metrics and identify areas for improvement.
* Manage and monitor the budget, operational KPIs, and financial performance of the customer operations department.
* Provide customer support assistance to operations during service issues, including major weather events.
* Support corporate acquisition and growth objectives.
* Assist with other tasks or projects as assigned.
Qualifications
* Bachelor's degree in Business Administration, Management, or a related field; Master’s degree preferred.
* Minimum of 15 years of experience in customer service management, including at least 10 years in a leadership role.
* Experience in the utilities industry, specifically water and natural gas services, is highly desirable.
Knowledge, Skills and Abilities
* Proficient in Microsoft Office (Email, Word, Excel, PowerPoint).
* Excellent written and verbal communication skills; ability to engage internal and external stakeholders including customers and regulators.
* Strong customer service skills and ability to work well under pressure.
* Ability to manage multiple projects simultaneously and adapt to changing priorities in a fast-paced environment.
* Ability to influence others toward a common goal and drive organizational change.
* Team player with ability to work in a collaborative, multi-tasking environment.
* Proficiency with customer service software and technology is preferred.
Working Conditions / Physical Demands
* Sedentary work; ability to exert up to 20 pounds of force occasionally and to sit for extended periods.
* Travel up to 25%.
Essential Utilities, Inc. is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants without regard to characteristics protected by applicable law.
Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you need an accommodation during the application or interview process, please call (1-877-271-9012).
To maintain the integrity of the recruitment process and avoid conflicts of interest due to employment and/or family referrals, specific guidelines apply: family members cannot supervise each other and cannot work in the same department.
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