Director, Customer Service Upstate NY
Syracuse, NY Syracuse, NY $167,000 - $197,000 a year $167,000 - $197,000 a year 12 hours ago 12 hours ago 12 hours ago Director, Customer Service Upstate NY Location:
Syracuse, NY, US, 13202 Brooklyn, NY, US, 11217 Division:
Customer Contact Center Job Type:
Requisition Number:
46340 Department:
Job Function:
Customer Experience and Marketing About us Every day we deliver safe and secure energy to homes, communities, and businesses.
We are there when people need us the most.
We connect people to the energy they need for the lives they live.
The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow.
This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
National Grid is hiring a Director, Customer Service Upstate NY for our Customer Organization in Syracuse, NY & Brooklyn, NY with flexible working opportunities.
Job Purpose This critical role is responsible for the strategic planning and execution of all Contact Center operations and Consumer Advocacy in Upstate New York and Long Island.
This individual will lead a diverse team of 150
front-line representatives and consumer advocates as the organization re-engineers the customer experience, ensuring that the voice of our National Grid's Customer Service Employees and end customers are significant contributors to the execution of our customer strategy.
Key Accountabilities Provide strategic thought leadership to the Contact Centers that will guide the team toward a more customer centric culture Direct the operations and performance of the Contact Center with the aim of exceeding customer expectations Drive implementation of key strategic initiatives that will provide a lower cost solution to customers and enhance satisfaction, aligning with the overall Customer Strategy Deliver on the needs of our customers through the management and leadership of processes for the continuous improvement of the customer experience Evaluate and manage key performance criteria such as, First Contact Resolution, adherence to procedures, quality of service ratings, and efficiency outputs, driving change where needed to maximize productivity Ensure that Contact Centers are capable and resilient in responding to planned and unplanned events (e.
g.
weather and emergency events) and well positioned to ensure that regulatory standards are met Drive a culture that delivers high levels of employee engagement and enablement while translating business objectives into clearly defined plans.
Lead consumer advocacy to those most vulnerable customer groups to assure they are aware of and taking advantage of assistance programs available to them Manage the overall business relationship with key stakeholders (Jurisdiction Presidents, Unions, and Regulators) in order to design and ensure win/win solutions for our customers.
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Develop strong internal and external relationships to gain and share best practice insight to reduce our cost to service and improve Customer Satisfaction.
Develop and manage annual department budget to attain business goals with operational stability Qualifications Bachelor's degree preferred in Business with 10
years of experience managing customer, operational & management activities in a performance driven utility environment.
A highly collaborative professional with a track record of roles with progressive responsibility, proven leadership experience with a reputation for ability, integrity and credibility.
Demonstrated track record of driving performance through a complex enterprise.
Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering and driving accountability to effectively deliver results.
Possess the ability to translate policies into processes and procedures and peel back multiple layers of a problem and balance the value of different solutions; understands how best to utilize them to drive greater performance, taking into account the wider business context.
Has insight in analyzing and understanding the issues which National Grid is facing today with the ability to make complex ideas or situations clear, simple and easy to understand.
Valid driver's license required with a safe driving history that meets National Grid's Safe Driver policy.
More Information #LI-Hybrid #LI-STR1 Salary Downstate NY:
$167,000 - $197,000 a year Upstate NY:
$140,000 - $165,000 a year This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.
Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.
We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.
National Grid is proud to be an affirmative action employer.
We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Nearest Major Market:
Syracuse Recruitment Advisory.
Estimated Salary: $20 to $28 per hour based on qualifications.
Syracuse, NY, US, 13202 Brooklyn, NY, US, 11217 Division:
Customer Contact Center Job Type:
Requisition Number:
46340 Department:
Job Function:
Customer Experience and Marketing About us Every day we deliver safe and secure energy to homes, communities, and businesses.
We are there when people need us the most.
We connect people to the energy they need for the lives they live.
The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow.
This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
National Grid is hiring a Director, Customer Service Upstate NY for our Customer Organization in Syracuse, NY & Brooklyn, NY with flexible working opportunities.
Job Purpose This critical role is responsible for the strategic planning and execution of all Contact Center operations and Consumer Advocacy in Upstate New York and Long Island.
This individual will lead a diverse team of 150
front-line representatives and consumer advocates as the organization re-engineers the customer experience, ensuring that the voice of our National Grid's Customer Service Employees and end customers are significant contributors to the execution of our customer strategy.
Key Accountabilities Provide strategic thought leadership to the Contact Centers that will guide the team toward a more customer centric culture Direct the operations and performance of the Contact Center with the aim of exceeding customer expectations Drive implementation of key strategic initiatives that will provide a lower cost solution to customers and enhance satisfaction, aligning with the overall Customer Strategy Deliver on the needs of our customers through the management and leadership of processes for the continuous improvement of the customer experience Evaluate and manage key performance criteria such as, First Contact Resolution, adherence to procedures, quality of service ratings, and efficiency outputs, driving change where needed to maximize productivity Ensure that Contact Centers are capable and resilient in responding to planned and unplanned events (e.
g.
weather and emergency events) and well positioned to ensure that regulatory standards are met Drive a culture that delivers high levels of employee engagement and enablement while translating business objectives into clearly defined plans.
Lead consumer advocacy to those most vulnerable customer groups to assure they are aware of and taking advantage of assistance programs available to them Manage the overall business relationship with key stakeholders (Jurisdiction Presidents, Unions, and Regulators) in order to design and ensure win/win solutions for our customers.
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
Develop strong internal and external relationships to gain and share best practice insight to reduce our cost to service and improve Customer Satisfaction.
Develop and manage annual department budget to attain business goals with operational stability Qualifications Bachelor's degree preferred in Business with 10
years of experience managing customer, operational & management activities in a performance driven utility environment.
A highly collaborative professional with a track record of roles with progressive responsibility, proven leadership experience with a reputation for ability, integrity and credibility.
Demonstrated track record of driving performance through a complex enterprise.
Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering and driving accountability to effectively deliver results.
Possess the ability to translate policies into processes and procedures and peel back multiple layers of a problem and balance the value of different solutions; understands how best to utilize them to drive greater performance, taking into account the wider business context.
Has insight in analyzing and understanding the issues which National Grid is facing today with the ability to make complex ideas or situations clear, simple and easy to understand.
Valid driver's license required with a safe driving history that meets National Grid's Safe Driver policy.
More Information #LI-Hybrid #LI-STR1 Salary Downstate NY:
$167,000 - $197,000 a year Upstate NY:
$140,000 - $165,000 a year This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.
Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.
We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.
National Grid is proud to be an affirmative action employer.
We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Nearest Major Market:
Syracuse Recruitment Advisory.
Estimated Salary: $20 to $28 per hour based on qualifications.
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