Chief of Customer Relations

Job Description:

The Washington Suburban Sanitary Commission (WSSC) is the 8th largest water and wastewater utility in the U.S. headquartered in Laurel, Maryland, a suburb of Washington, DC. We are in search of a Chief, CustomerRelations to provide overall direction, including strategic leadership, for all customer relations functions. The Chief of Customer Relationsplans and directs the activities of the Customer Relations Team focusing on external customers by directing and optimizing call center, billing, collections, customer communication functions and programs. The leader provides oversight for all related areas of regulatory compliance. Must be available on-call 24x7x365 to respond to customer emergencies.

This is a non-merit system, at-will position reporting to the General Manager/Chief Executive Officer.

Job Functions:

  • Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination
  • Manages and provides guidance in the development of policies, programs, and methods for optimal efficiency (i.e., performance indicators, continuous improvement, process analysis, etc.)
  • Ensures compliance with all related regulatory requirements
  • Identifies and implements key metrics that support Commission customer service programs; ensures these indicators are aligned with business objectives of workforce planning and customer service improvements
  • Develops and maintains a strategic plan for addressing workforce challenges to achieving customer service level agreements and customer relations operational stability
  • Administers policies covering the billing and collection of water and sewer use charges and the assessment and collection of fees related to the provision of new water/sewer service
  • Provides high level direction and supervision to managers overseeing the call center, emergency command center, billing, collections, and claims; with more specific focus on the operational efficiency of water and sewer bills generation, special bills processing, collections, cancellations, adjustments and refunds
  • Manages performance of direct reports through effective and timely coaching, setting of annual objectives, mid-term and annual performance discussions, with counseling as required
  • Ensure effective and efficient communications to customers using innovative technology and best practice methodologies
  • Provides risk management oversight in the claims, billing, and collections areas
  • Analyzes and proactively addresses complex customer issues; develop strategies to eliminate or significantly reduce to acceptable levels the repetition of issues
  • Works with the Chief Information Officer to identify and implement technology strategies and programs to optimize customer response time and satisfaction
  • Develop and oversee customer service level agreements
  • Manage the (physical) Asset Management Program for Customer Relations
  • Works with the Chief of Plant Operations and Chief of Utility Services to enhance customer satisfaction by ensuring adequate resolution of elements contributing to high water usage
  • Prepares and monitors Team’s budget and utilization against annual fiscal year funding and allocations
  • Directs and executes WSSC Annual Action Items (operational priorities) including leading Project Teams to champion achievement of the strategic priorities
  • Monitors the responses to billing and metering inquiries by customers, ensuring tactical adjustments are made as required
  • Monitors the performance of the Commission's One-Stop-Shop counter function
  • Performs other duties as assigned.

Requirements:

  • BS degree in business, public administration, information technology, or related discipline
  • 10+ years experience in managing and directing call center operations, customer service operations, and related supporting departments
  • 5+ years experience in billing and collections
  • 5+ years at the level of department head, division head, or senior manager of an operation
  • Valid driver’s license.
  • Successful completion of a high-level background check to enable access to secure areas of all operations facilities. Clearance must be maintained for the duration of placement in this position.

Preferences:

  • Customer service management in a utility; with greater preference for water and wastewater utility experience
  • Comprehensive knowledge of municipal public works planning and administration
  • Possession of a proven track record in leading an organization through business process and culture change efforts to maintain and enhance the organization’s competitive position

To learn more about WSSC and to apply to this position, please visit the CareerCenter at EOE