Director, Customer Experience job vacancy

Vacancy expired!

Title: Director, Customer Experience

Location: 6801 Industrial Rd, Springfield VA 22151 - Hybrid: Initially 4 days on and then willtransition to 2 days hybrid

Duration: 6 months C2H

You will:

Direct all aspects of the planning, coordination and execution of the non-utility customer service strategy, policies, objectives, and functions including call center operations, billing and revenue management, customer service programs, customer correspondence and complaint resolution.
Have oversight of the outsourced contact center which provides customer service, collections, and billing services
Lead an internal team of who perform customer service, collections and billing functions.
Manage the client's Energy Customer Experience budget
Partner with senior leadership to promote growth strategies and manage costs, especially as they relate to building an exceptional customer experience.
Direct the development of non-utility customer experience strategy
Assess the effectiveness of the customer experience team and vendors

You have:

Bachelor's Degree in Business or related field
10+ Years of leadership experience in a contact center, or BPO vendor management environment required
Experience with billing, collections and other revenue-related financial tools and processes preferred
Demonstrated working knowledge of customer service regulations, practices and contact center technology.

Asher Williamsasher(at)pullskill.com2o1.497.1o1o X:1o5