Senior Director - Customer Service

The base salary range for this position is dependent upon experience and location, ranging from: $177,000 - $221,000

Job Summary:

The Senior Director of Customer Service is responsible for the strategic and operational leadership of Customer Service Operations. This includes Billing, Supplier Relations, Revenue Recovery, Customer Relations (Call Center), Low Income/Outreach, and Escalated Complaints for Rochester Gas & Electric (RG&E). This leader focuses on driving deliberate, disciplined design and delivery of best-in-class experiences for RG&E customers. S/he will play a pivotal role ensuring required regulatory outcomes, zero negative revenue adjustments, and KPIs are achieved while driving efficiency, continuous improvement, and building high performing, collaborative, and resilient teams.

Key Responsibilities:

• Direct all functions related to billing, revenue recovery/collections, supplier relations, low income/outreach, escalated complaints, and customer relations center.  

• Direct processes and vendors ensuring all customer service functions are completed for approximately 389,000 electric and 322,000 natural gas customers at RG&E.

• Effectively manage O&M and capital spend by supporting prioritization of investments that deliver exceptional service to customers.

• Use data-driven approaches to identify gaps/issues, analyze information, and develop solutions consistent with business strategies for all key functional areas. 

• Actively participate in regulatory proceedings on program design to mitigate utility risk.

• Implement strategies to minimize accounts receivables and uncollectible expense in compliance with state regulations.

• Effectively balances urgency to achieve short-term goals with longer-term strategies. 

• Identify, assesses, and mitigate risks associated with all key functional areas. 

• Improve strategies for outreach and partnership with external customer advocacy groups to increase customer participation in low-income programs and reduction of energy burden.

• Leverage voice of the customer insights and analytics to fully understand the customer’s experience, while focusing daily on delivering value, solving customer experience problems, reducing customer complaints, and ensuring timely and accurate rendering of bills. 

• Responsible for drafting testimony for rate cases, supporting management audits, and demonstrating compliance with state public law (CEO Certification). 

• Collaborate with key internal (Regulatory, Legal, Electric Operations, etc.,) and external stake holders (PSC, PULP etc.,) to advance goals and get results. 

• Establish, monitor, track, and report on key performance indicators to measure the success of all areas.

• Lead, mentor, and develop operational leaders, ensuring they have the necessary resources and guidance to manage their teams effectively. 

• Increase employee engagement, develop bench strength and position organization for long-term succession planning. 

• Able to work outside of regular job duties and extended hours in support of system emergencies i.e. storms. 

Required Qualifications:

•  Bachelor’s degree in Accounting, Business, Finance, Economics, or Information Technology.

• 12+ years relevant experience in utility credit & collections, finances, and/or billing operations (or significant and advanced experience in these fields for over 15 years) required. 

• Experience with utility business processes in the areas of: Billing and Invoicing; Dunning, Device Management; Back/Front Office – Customer Service, Revenue Management, Low Income; and/or Customer Information Analytics.

Preferred Qualifications:

• Master’s Degree preferred.

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Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions.  This does not include those that will work for Avangrid Power.

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