Career Center

NATURE AND SCOPE:  The Chief Customer Officer is responsible for the customer service functions of the utility including customer contact and call centers, meter to cash process, key accounts, and customer programs.  The CCO is responsible for leadership, innovation, governance, and management of the company's operational and strategic plans for customer care functions. 

LEVELS OF POSITIONS/DEPARTMENTS/WORK GROUPS SUPERVISED/DIRECTED: 

Leads functional teams for the areas of contact and call centers, meter to cash process, key accounts, field services, metering, and customer programs. 

ESSENTIAL DUTIES (Direct and/or Delegated): 

• Effectively leads customer service functions of PWC to meet the strategic goals and objectives set by the Commission;
• Continuously improves safety culture and outcomes of the customer care team;
• Creates a persistent focus on the customer to deliver an effective customer experience;
• Establishes and manages metrics to improve customer service
• Plans, develops, and manages specific programs and projects to meet the objectives as established by the Commissioners and CEO in the PWC strategic plan;
• Plans, develops, and manages specific projects to enhance the efficiency and improve the overall operations of the commission to provide efficient and cost-effective, reliable services to all PWC customers;
• Develops and implements plans to achieve business objectives;
• Responsible for efficient and effective customer service channels;
• Responsible for enhancing customer programs/offerings;
• Responsible for accurate and timely billing and revenue collection activities;
• Ensures customer technology deployments are secure, effective, and efficient;
• Oversees and manages all aspects of personnel required for the running of an effective customer care team demonstrating a high skill level of expertise in employee management;
• Responsible for developing and implementing organizational development best practices to support recruitment, retention, and succession planning objectives
• To oversee and manage all aspects of consultants and contractors as needed to support the strategic goals of the Customer Care Division;
• Works effectively with the CEO/General Manager, Commission, functional peers, and support staff to meet all expectations;
• Effectively manages budgetary and fiscal responsibilities for multiple functional areas;
• Represents PWC through participation in PWC communication and educational programs, community events, national, state, and regional industry organizations, and local community organizations;
• Other duties that may be assigned to support the ongoing operations of PWC.                                          

 EQUIPMENT OPERATED:

                Computer, Communications Equipment, other equipment as required.

 KNOWLEDGE SKILLS AND ABILITIES:

• Possesses high level of competence in understanding complex reports, interpreting results, and recommending corrective action;
• Demonstrated experience driving and implementing strategy;
• Thorough knowledge of management concepts and practices;
• Thorough knowledge of budgetary/estimating/contractual/purchasing processes;
• Knowledge of all federal, state, and local laws, statutes, charter requirements, etc. necessary to accomplish role duties;
• Thorough knowledge of emergency planning concepts and procedures;
• Advanced problem-solving techniques and skills;
• Ability to research, plan, organize, coordinate, schedule and prioritize work across the entire organization;
• Ability to read and interpret technical documents and drawings;
• Ability to communicate effectively, both orally and in writing;
• Ability to use technology applicable to role;
• Ability to manage/supervise people and projects;
• Ability to manage, prioritize and delegate work;
• Ability to establish/maintain effective working relationships with all levels of employees, customers, officials, and the general public.

MINIMUM QUALIFICATIONS:   Graduation from an accredited four (4) year college or university with a bachelor’s degree and a minimum of five (5) years of experience working in utility management or related field with at least three-five years of progressive senior leadership experience.

EMPLOYER’S RIGHTS:  This job description is general and illustrative of the kind of duties required of this position.  It is not exhaustive and does not contain a detailed description of all the duties that may be assigned to the incumbent occupying this position.