Director, Communications & Customer Service for Water Utility
SJW Corp

Job Info

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Job Title 
     Director, Communications & Customer Service for Water Utility            |          Requisition ID        req660  Type of Employment   
     Regular Full-Time Employee           |          Job Openings     1 Compensation Range        120000.00 - 175000.00           |           Compensation Type
     Annual Salary  

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The Texas Water Company is actively seeking talented, driven and highly-productive applicants for the position of Director, Communications & Customer Service for Water Utility to join our dynamic team. We offer a challenging and rewarding work environment along with a competitive salary and an excellent benefits package.  

JOB SUMMARY:

Reporting to the President, the Director, Customer Service & Communications is responsible for the development and implementation of strategies for customer service, customer communications and internal communications for Texas Water that align with the Company's strategic interests to deliver world class customer service and build the brand and reputation in Texas, and all acquired companies.

The Director, Customer Service & Communications is responsible for all the Company's customer service programs and integrating customer communications and public information to promote the highest levels of customer satisfaction and build the brand. This position will be responsible to ensure our customer service policies and practices are consistent with state regulations, any Public Utility Commission orders or decisions and state policies regarding water conservation, rates, and service.

Develop and implement customer service and communications strategies and programs that drive satisfaction and deliver results in our building blocks for customers, employees, shareholders, and environment.

Develop and implement strategies for public information programs, community events, conservation outreach and communications to drive satisfaction and enhance company's visibility with customers and communities and awareness of the company's policies, operations, and its efforts in broader areas of social, environmental, and corporate responsibility.    

Provide leadership for communications and customer service teams in the preparation and administration of the annual budget, corporate responsibility efforts, and measures to mitigate enterprise risks related to customer service matters and regulatory obligations.

As a member Company Leadership, will support and lead other Company and Department initiatives. This position is responsible for promoting the company's core values and modeling behaviors that support our culture and values.

 

PRINCIPLE DUTIES & RESPONSIBILITIES:

• Provide leadership and support for the Customer Service and Communications teams promoting training and development of employees to deliver world class service to customers, employees, and communities.
•  Develop plans and strategies and implement systems to ensure the highest level of customer satisfaction consistent with applicable statutes and regulations, using information technology capabilities to improve service to the consumer while increasing productivity.
• Stay informed of technical and policy issues, opportunities, and trends in the water industry to drive customer satisfaction and deliver effective and engaging customer service systems, services, and communications.
• Responsible for customer collections policies and procedures consistent with applicable laws and regulations and equitable business practices.
• Represent the company on customer service matters in regulatory and rate proceedings, providing information on policies and practices and reports and analysis of customer data.
• Lead the Company's customer service and communications team, developing and implementing strategies for the Company's public information and communication program to enhance company's involvement in communities and in broader areas of social and corporate responsibility.
• Oversee preparation of all customer communications, including bill inserts, website, and social media as they relate to consumer interests. Coordinate with appropriate company personnel to incorporate key messages in customer communications and public official outreach.
• Develop, implement, and execute social media strategies to drive customer communications. Leverage technology and develop web-based or other tools, such as Everbridge, to enhance communications with customers regarding water quality or service, construction projects, service interruptions or emergency situations.
• Develop strategies, measurements and reporting relative to Texas' contributions to the organization's corporate citizenship and environmental sustainability goals.
• Collaborate within and across departments on the development of ideas and content for communications across multiple platforms, formats, and audiences to drive customer and employee satisfaction.
• Cultivate and maintain associations with region, division and department staff and personnel across the organization to identify and develop customer service enhancements and strategic content for internal and external communications.
• Develop and execute strategies for customer systems, practices, and communications to drive successful outcomes and positive customer experiences in the Company's growth initiatives including the integration of acquired companies, nonrate revenue initiatives, rate cases and regulatory proceedings.
•  Responsible for employee communications including ongoing local programs such as Straight Talk, shared SJWG efforts such as Service Connections and support for specific initiatives or topics to ensure consistent internal messaging and understanding to support culture and values and drive employee satisfaction.
• Represent TWC on industry and trade associations to develop technical and policy knowledge to support communications within the Company and for our customers.
• Additional responsibilities as assigned.

EDUCATION & EXPERIENCE:

•  Bachelor's degree in communications, Journalism, Business, or a related field.
•  Six+ years' experience in customer service or communications with at least four in supervisory role.

 

REQUIRED KNOWLEDGE, SKILLS & ABILITIES:

•  Experience in and knowledge of water or other regulated utility.
•  Excellent communication, interpersonal, and organizational skills.
• Highly proficient in Microsoft Office including Excel, Word and PowerPoint.
• Knowledge of website and social media technology and analytical tools.
• Ability to work independently and exercise judgment.
• Ability to lead team and develop and maintain relationships within organization.
• Maybe required to travel 10-15% or more of the time, including, but not limited to, travel within our service area and subsidiaries.

 

 

ENVIRONMENTAL CONDITIONS/PHYSICAL REQUIREMENTS:

Works approximately 100% of time in a controlled-temperature office requiring the ability to:

•  Sit for extended periods of time in front of a computer screen.
•  Use finger dexterity and hand strength to perform simple grasping and fine manipulation.
• Use a telephone and operate a computer and other office equipment daily.
• Speak and hear in person and on the phone.
• See sufficiently to perform assignments.
• Intermittently twist to reach equipment or supplies
• Frequently lift or carry boxes of files, equipment or records weighing up to 20 pounds and occasionally up to 40 pounds

 

OTHER REQUIREMENTS:

Must possess a valid Texas class C driver's license and have a satisfactory driving record to operate a company vehicle.

EEO Statement
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

This job has expired.