Grade 24 - Starting annual salary: $112,143.00. Rate of pay depends on qualifications.Job DescriptionJOB SUMMARYThe Director - Customer Service (Field Services) is responsible for providing overall direction, including strategic and tactical leadership, for all Customer Service operations. This role will report to the Vice President- Customer Service and serve as the key driver for ensuring that the Customer Service strategy is executed.
ESSENTIAL FUNCTIONS- Develops and executes short to mid-range customer service strategies and plans.
- Supervises, selects, develops, trains, determines compensation, and evaluates personnel.
- Develops, recommends, and implements department policies and procedures.
- Identifies, tracks, and utilizes key performance indicators to achieve business objectives, drive continuous improvement, and complete workforce planning.
- Leads cross-functional activities to resolve problems and integrates solutions that translate into service improvements.
- Leads and supports system integration activities that involve changing processes and procedures in Customer Service.
- Trains and mentors employees at various levels and facilitates interdepartmental teamwork.
- Participates in community activities that promote goodwill with rate payers and external partners.
- Leads and influences events in order to optimize organizational resources and achieve system goals.
- Develops, recommends, and implements programs which recognize and reward employee performance.
- Respects and promotes diversity in the work environment.
- Promotes and establishes a safe work environment.
- Applies senior management level business management principles and practices.
- Forecasts, allocates, and monitors the human, physical and financial resources for the assigned area to include managing expenditures within prescribed budgeted levels.
- Establishes and maintains effective working relationships and public relations.
- Performs other duties as assigned.
DECISION MAKING- Position supervises 5-10 direct reports and 50-250 indirect reports
- Position receives limited supervision
MINIMUM REQUIREMENTS- Bachelor's Degree in Business Administration, Public Administration, Finance or related field from an institution accredited by a recognized accrediting agency.
- Eight years' experience managing and directing customer service programs and/or in program or project management, including five years' supervisory experience.
- Valid Class "C" Texas Driver's License.
PREFERRED QUALIFICATIONS- Experience leading a billing and/or work order system conversion in a utility environment.
- Previous responsibility for leading multiple Customer Service functions such as billing, call center, meter reading, etc.
JOB DIMENSIONS- Contact with internal and external customers, Board of Trustees, contractors, consultants, industry peers and vendors.
- Communicates effectively, verbally and in writing.
PHYSICAL DEMANDS AND WORKING CONDITIONSPhysical requirements include lifting up to 10 pounds occasionally. Subject to sitting, standing and walking for long periods of time to perform job scope. Working conditions are in an office environment and perform field visits on occasion. May drive a company and/or personal vehicle when performing duties at field locations.
Required to work hours other than regular schedule.
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:
- Competitive, market-based salaries
- Performance-based incentives
- Medical benefits
- Dental benefits
- Life insurance
- Prescription drug program
- Vision care plan
- Two retirement plans
- Deferred compensation plans (457 plan)
- Disability income
- Paid leave (vacation, sick, personal)
- Education assistance program
- Employee assistance program
- Flexible, tax-deferred health and dependent care spending accounts
- Wellness programs
- On-Site Fitness Facilities
- Community service opportunities
Closing Date/Time: 8/4/2024 11:59 PM Central
