Utility Chief Customer Experience Officer

Full Job Description

MOS Code: 3F100 (Air Force)

Education and Experience: Bachelor’s degree or higher in Business Administration, Public Administration or related field, and six (6) years of progressively responsible experience in customer service operations, financial management or public administration to include three (3) years of management or supervisory experience within related area.

Licenses and Certificates: Valid Class “C” Driver’s License or equivalent from another state.

Requirements

Under administrative direction, provide strategic oversight of all customer service and support functions to maximize customer satisfaction. 

Qualifications

Collaborate with organizational leaders to assess complex customer service issues, evaluate information, and create new practices which promotes El Paso Water’s strategic priorities, culture, mission, and values.

Involves: Monitor and evaluate the efficiency and effectiveness of service delivery methods and procedures. Identify opportunities for improvement and direct the implementation of changes.

Direct and ensure the development and implementation of customer service policies, procedures and service delivery methods utilizing appropriate performance indicators for optimal efficiency.

Lead complex and sensitive cross-functional activities to resolve problems and integrate solutions that translate into service improvements.

Respond to and resolve sensitive inquiries and complaints from both internal and external sources.

Implement strategies, resolve issues and drive customer service practices and processes that will create an effective organization.

Represent Customer Service in Public Service Board meetings as well as customer appeal hearings. Oversee, coordinate, and perform special research requests.

Lead the development, analysis and implementation of policy, including identifying key strategic initiatives, business planning efforts, and policies and procedures.

Involves: Evaluate and promote new technologies within Customer Service that will enhance the level of service provided to customers.

Maintain current knowledge and understanding of regulations, industry trends, current practices, new developments, and applicable laws for area.

Promote and encourage teamwork and cooperative efforts including with outside agencies and community.

Direct and coordinate through subordinate managers or give technical direction as needed. Involves: Provide feedback and support for managers to ensure quality in customer care and direction.

Develop budget and determines expenses. Direct budget allocation, employee assignments, objectives and performance of subordinate managers and supervisors.

Direct managerial staff to ensure productivity, hiring, and quality staff management.

Supervise assigned staff. Involves: Schedule, assign, instruct in, guide and check work. Appraise employee performance and review evaluations by subordinates.

Provide for training and development; enforce personnel rules and regulations and work behavior standards firmly and impartially. Counsel, motivate and maintain harmony.

Interview applicants and determine hiring, termination, transfer, discipline, merit increases or other employee status changes.

Additional Information

Please note: Applicants with foreign diplomas, transcripts, and degrees must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.