Director - Customer Service

ARIZONA WATER COMPANY•Phoenix, AZ

2d•Onsite

About The Position

The Director - Customer Service reports directly to the President and is responsible for the strategic leadership, direction, and overall performance of Arizona Water Company’s customer service team. This position oversees all customer-facing customer service functions, including contact center operations, customer account administration, billing support, payment processing, workforce management, quality assurance, customer experience initiatives, and continuous process improvement. The Director develops and executes strategies that enhance operational efficiency, improve customer satisfaction, strengthen employee engagement, and ensure the delivery of consistent, high-quality customer service across all company locations. The position partners closely with executive leadership and operational departments to align customer service initiatives with the company's strategic objectives while promoting a culture of exceptional customer service, accountability, collaboration, and continuous improvement.

Requirements

Strong knowledge of Workforce Management, Quality Assurance, IVR/telephony, Customer Information System software for utilities and customer service performance metrics.
Ability to coach teams, manage performance, and deliver service outcomes.
Strong leadership, communications, and decision-making skills.
Demonstrated ability to engage, develop, and retain high-performing employees.
Ability to interact professionally with employees, customers, vendors, regulators, and the public.
Possess professional demeanor and appearance, be dependable and punctual.
Bachelor’s degree in Business Administration, Public Administration, Communications, Management, or a related field is required.
An equivalent combination of education and progressively responsible experience may be considered.
Minimum of ten years of progressively responsible experience leading Customer Service and/or Contact Center operations within a utility, telecommunications, financial services, or other high-volume customer service environment.
Minimum of five years of management experience with responsibility for multiple supervisors and/or departmental leadership.
Valid Arizona driver’s license with an acceptable driving record.

Nice To Haves

Utility industry experience (water, electric, gas) preferred.
Experience leading customer service technology implementations, workforce optimization initiatives, or business process improvements is highly desirable.
Occasional statewide travel to company offices may be required.

Responsibilities

Leads the customer service management team, including the customer service manager and supervisors.
Develop and execute long-term strategic plans that support the company's customer service vision and operational objectives.
Provide leadership and direction for all Customer Service and Contact Center Operations.
Promote continuous improvement through evaluation of workflows, business processes, technologies, and operational efficiencies.
Establish and maintain customer service policies, procedures, standards, and governance.
Develop departmental goals, objectives, and performance expectations aligned with company initiatives.
Collaborate with executive leadership to identify and implement enterprise-wide customer service improvements.
Lead organizational change initiatives involving customer service operations, business processes, and technology implementations.
Promote cross-functional collaboration with Operations, Engineering, Information Technology, Accounting, Human Resources, and other departments to improve customer service delivery.
Develop strategies that promote consistent, professional, and customer-focused experience across all company locations.
Oversee Quality Assurance programs, call monitoring, customer interactions, and coaching initiatives.
Ensure customer service leaders effectively resolve complex customer concerns and escalated issues in a timely, professional, and empathetic manner.
Oversee company policies regarding billing administration, payment processing, payment arrangements, service deferrals, collections, and customer account management.
Ensure compliance with company policies, regulatory requirements, privacy standards, and internal quality expectations.
Identify customer experience trends and implement initiatives that improve customer satisfaction and service delivery.
Establish, monitor, and continuously improve key performance indicators (KPIs) for customer service operations.
Monitor operational performance utilizing workforce management tools, customer information systems, reporting platforms, and business analytics.
Monitor performance metrics including, but not limited to: Average Handle Time, Average Speed of Answer, Average Wait Time, Abandonment Rate, CSS adoption rate, billing accuracy, etc.
Analyze operational trends to identify opportunities for improved efficiency, productivity, and customer satisfaction.
Develop and present regular operational reports and recommendations to executive leadership.
Provide leadership, coaching, mentoring, and performance management for Customer Service Supervisors and leadership staff.
Promote employee engagement through effective communication, recognition, accountability, and professional growth.
Support succession planning by identifying and developing future leaders within the department.
Conduct regular one-on-one meetings with leadership staff to discuss performance, career development, employee engagement, and operational priorities.
Promote teamwork, collaboration, accountability, and continuous improvement throughout the customer service organization.
Model and promote the company’s core values of Ownership, Empowerment, Accountability, and Trust.
Ensure customer communications and business practices remain consistent with company policies and regulatory requirements.
Identify operational risks affecting customer service and develop mitigation strategies.
Participate in emergency response planning and business continuity efforts to ensure uninterrupted customer service operations.