Director of Customer Service
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About The Position
Responsible for delivering and enhancing customer experience within defined profitability objectives for Avista. Plans, develops, and directs all aspects of the organization's contact centers, customer billing, credit and collections, process improvement, customer experience, and customer facing technology systems and programs. Establishes, implements, and maintains policies and procedures that produce high quality customer service delivery and reflect the industry's best practices. Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Promotes and designs technology solutions and services that allow for customer convenience as well as a positive customer experience. Ensures proper alignment with other lines of business such as Customer Solutions, Operations, Corporate Communications, and Regulatory Affairs as they relate to the impact on customers and Customer Service operations. Responsible for meeting objectives around credit and collections, smart energy, customer service system projects, distributed energy resources, and customer experience. Promotes teamwork, communication, collaboration, clear accountabilities, effective change leadership/management, and enhanced business performance.
