Severn Trent Services Customer Experience Manager in Katy, Texas

Overview

The Customer Experience Manager is responsible for overseeing the daily activities of the Customer Service organization that supports customers for Infrastructure Water Operations and Infrastructure Management Services.Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages non-exempt/exempt individual contributors and/or supervisors. Has accountability for results of a major program in terms of cost, direction and people management. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Recruits and supports development of direct staff members. Typically reports to Vice President level.

Responsibilities

  • Create a customer experience culture and weave throughout the organization.

  • Manages headcount, deliverables, schedules, and costs for multiple ongoing initiatives, ensuring that resources are appropriately allocated and that goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps.

  • Manages relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs; ensures that team members are effectively communicating and collaborating with outsourced resources.

  • Provides people-care management for assigned team members, including hiring, setting and monitoring of annual performance plans, coaching, and career development; ensures that proper knowledge and career development tools are in place to support ongoing team member and process development.

  • Responsible for designing and implementing customer experience tools, processes and programs to drive quality management and continuous improvement

  • Maintain, enhance, and implement the training programs that drive continuous improvement of the team’s performance including SOPs and safe work practices.

  • Ensure employees are trained on SOPs and safe work practices. Provide technical training and coaching to representatives.

  • Seek opportunities to cross-train staff to support multiple platforms while maintaining high value service delivery.

  • Document, monitor, and analyze team, individual, and customer satisfaction KPI’s to understand performance drivers. Implement action plans to improve KPI’s and provide transparency on progress to management.

  • Assist Customer Service team in researching complex service questions, problems and historical transactions. Oversee resolution of unusual billing or customer requests or complaints.

  • Manage and maintain appropriate staffing levels across seasons to ensure consistent delivery of service. Typical staff of between 20-30 employees.

  • Manage and assist in the preparation of quotes and proposals.

  • Create annual budget and manage expenses to attain budget goals and objectives

  • Create better modes of operations to make customer service easier for both team members and customers

  • Tracks, responds and resolves all BBB complaints

  • Monitor, track, analyze and follow up on social media and news stories relevant to Inframark. Provide weekly and monthly summary reporting to Senior Leadership Team on relevant media activity.

  • Assist with creation, training and implementation of crisis management plan and media training program.

  • Manage media inquiries and interview requests

  • Directs crisis communications response, including issues with reputational impact and emergency matters.

  • Other duties as assigned.

Qualifications

Education/Experience : Bachelor’s Degree or higher, minimum 10 years of related experience.

Technical : Advanced proficiency with Microsoft Office applications & internet. Ability to work with basic office equipment & phone systems. Ability to work with numbers, including calculations & cash handling. Ability to type 35 WPM, including Alpha-numeric keys & 10 key-machine. Working knowledge of billing and payment processing. Familiar with rate orders & contracts.

Communication : Communicates clearly & professionally. Contributes to a positive internal & external customer experience. Maintains composure in challenging situations. Collaborates with others. Asks for constructive feedback. Promotes a culture of diversity, respect & accountability. Challenges other through productive discussion.

Problem Solving & Quality : Pays attention to detail. Identifies & solves complex issues. Thinks “big picture” when assessing problems/opportunities. Develops innovative & creative solutions.

Managing for Results : Follows all company policies & SOPs. Delegates, prioritizes & manages the work of others. Balances competing priorities, scheduling issues & deadlines. Delivers effective feedback. Manages cost, quality & expedience.

Leadership & Initiative : Motivates & empowers others. Acts in accordance with company vision, mission & values. Takes accountability for own performance. Willing to take on additional assignments. Seeks out opportunities for leadership & development. Trains, coaches & mentors others. Champions change.

PHYSICAL DEMANDS

The work environment is characteristic of an office environment: sitting, standing, walking, bending and lifting are required to perform job responsibilities. The employee must occasionally lift and move up to 20 lbs.

Job ID 2018-3189

Type Regular Full-Time

Location(s) US-TX-Katy

Posted Date 6/26/2018

Category Customer Service/Support