Aquarion Water Company is the public water supply company for more than 700,000 people in 58 cities and towns throughout Connecticut, as well as serving customers in Massachusetts and New Hampshire. It is the largest investor-owned water utility in New England and among the seven largest in the U.S. Based in Bridgeport, CT, it has been in the public water supply business since 1857. Across its operations, Aquarion strives to act as a responsible steward of the environment and to assist the communities it serves in promoting sustainable practices. Aquarion Water Company is a wholly-owned subsidiary of Eversource.

The Director, Customer Services, is responsible for directing and overseeing all aspects of the organization’s customer service policies, objectives, and initiatives. Develops service level standards focused on reducing response time and providing high customer service satisfaction. Directly responsible for Call Center, Billing, Collections, Field Service and Meter Reading functions of the Company.

PRINCIPAL RESPONSIBILITIES & ACTIVITIES:

• Devise strategies to enhance the customer experience.
• Oversees the daily operations of the Call Center, Collections, Billing, Field Service and Meter Reading function for the Company, supporting CT, MA & NH.
• Established policies and procedures that produce high quality customer service delivery and reflect industry best practices.
• Develops, measures and reports on service metrics for each functional areas of responsibility.
• Develops and implements training and quality assurance programs to support a high performing team.
• Identifies and recommends the development of technology to support the customer experience and operational efficiency.
• Acts as the liaison between customer service departments and other areas of the Company
• Aligns customer service activities and initiatives to support and enhance the objectives of the organization.
• Fosters a positive and productive working relationship with all employees to support the workplace of choice.
• Support Rates & Regulations in response to Dockets in CT, MA & NH, including rate cases in each state as required.
• Prepare corporate budgets, financial plans, operating plans, and strategic customer focused initiatives.

KNOW HOW:

Bachelor’s degree in Business Administration, Finance, related discipline, or equivalent experience. Master’s Degree preferred, computer skills, including GIS applications, and excellent communications skills, both written and oral, required.

PROBLEM SOLVING:

Problem solving is complex; most situations are nonrecurring, and the scope of the position would demand that the incumbent exercise mature, independent judgment on an ongoing basis. Manage 5 direct reports and responsible for overall staff of approximately 72 employees.

ACCOUNTABILITY:

Accountable for an annual operating budget of $8.2M consolidated ($4.9 CS, $3.3 Field Services).

LEADERSHIP COMPETENCIES:

Set and Communicate Direction and Strategies:

• Translate strategies into action plans
• Communicate goals and priorities (company, department, team)
• Drive accountability/monitor progress
• Excellent communication skills (verbal and in writing)

Build Trusting Relationships:

• Role model honesty and integrity in all communications and actions
• Balance “getting results” with concern for individual needs
• Track commitments and follow-up

Manage and Develop People:

• Create individual development plans with direct reports
• Set realistic performance objectives
• Provide ongoing and honest feedback, coach for success

Foster Teamwork and cross -functional collaboration:

• Identify and address competing goals
• Encourage cooperation/removal obstacles between functions
• Conduct teambuilding/development process
• Encourage collaboration

Create a Diverse, Inclusive Workforce:

• Involve employees/seek input in decision making, on continuous improvement ideas and change
• Diversify staff, where possible in hiring/promotions
• Seek opportunities to use diverse suppliers

Lead Change:

• Respond positively to new demands or circumstances
• Act optimistically to influence others to embrace change
• Exhibit a “can-do” attitude to successfully develop and implement changes in strategy, priorities, or work processes.

Focus on the Customer:

• Ensure processes are in place to deliver on our customer promise and provide superior customer service
• Be a role model for the business on delivering superior customer service

After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote).

Job is classified as an exempt position with an annual salary range of $135,040 to $168,800.

Aquarion requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Aquarion’s HR department after a decision has been made about whether or not to make you a conditional offer of employment. Aquarion does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws requiring reasonable accommodation.

Aquarion Water Company is an equal opportunity employer, and we prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, military or veteran status, or any other legally protected status in accordance with applicable federal, state and local laws.