Director, Customer Care

MLGW is the nation’s largest three-service municipal utility, serving over 440,000 customers representing diverse backgrounds. Since 1939, MLGW has met the utility needs of Memphis and Shelby County residents by delivering reliable and affordable electricity, natural gas, and water service. We provide a full range of customer-oriented services, including a major role in the economic development for our customers.

MLGW recognizes that our greatest assets are our employees and value diversity, equity, and inclusion. We are committed to providing opportunities for career growth, training, and development. MLGW offers competitive benefits including PTO, pension and 457B retirement plan. We are dedicated to corporate social responsibility through community volunteerism and giving.

MLGW is an equal opportunity employer and does not discriminate because of race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability, protected veteran status, or any other status protected by law. No information obtained in this application is intended to be used for such discrimination.

The essential job responsibilities of the Director Customer Care will report to Vice President. Direct, control and oversee the functions of the Customer Care departments which includes Customer Billing, Residential Care Center, and the Business Customer Center oversees department functions to include ensure accurate metering, meter reading, billing, call handling and customer inquiries are responded to and resolved. Responsible for the overall operations of Customer Care functions to include ensuring implementing and maintaining effective customer service techniques to include accurate metering, meter reading and billing of customer accounts, call handling and responding to residential and commercial customer inquiries manage MLGWs objectives and metrics for Customer Care and establish departmental strategy/ direction to ensure Customer Cares mission and goals are met. Plan, schedule, and coordinate activities of employees within the department coordinate and provide assistance to / consultation with other departments prepare and approve recommendations, reports, and departmental budgets. Direct, coordinate and control activities of employees within the department coordinate the work of the department with other departments oversee Customer Care functions/ processes in order to provide optimal internal/ external customer service confer with Executive staff and advise Board of Commissioners of necessary changes. Responsible for development of strategic plans establish and monitor long to short term strategies for successful customer/ employee relations provide progressive leadership to ensure quality customer services, programs, and employees represent MLGW and Customer Care on various internal/ external committees. Provide for and be administratively responsible for a capable staff to meet the current commitments and future performance standards through proper selection/ development and motivation of qualified personnel. Integrate communication among diverse functional units within the organization to ensure consistency and efficiencies within areas of responsibility prepare/ analyze and provide comparative data industrial studies/ surveys and other information. Meet and counsel with various departmental employees and customers resolve problems and make recommendations as required stay abreast of Divisions policies and procedures.

Qualification Requirements:
To perform the Director, Customer Care role, you must:
-Have a Bachelors degree in Business, Engineering, Education, or related field. -Must have experience in managing a major department. -Must have 7 years of progressive experience in customer service. -Have 2 years of management experience. -Must successfully complete NIMS Training within 1 year of entering job. -Must have in-depth knowledge of Division policies/ procedures, etc. -Have working job knowledge excellent verbal/ written communications skills proven analytical, problem solving and decision-making abilities leadership, customer relations, and resource management skills a high level of integrity abilities in working as a team and promoting safety work practices mathematical ability to prepare/ review financial/ statistical reports flexibility to adjust to changing conditions and demonstrated ability to motivate a diverse workforce and community. -Must have a valid drivers license from state of residence.
Physical Working Conditions: Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis and some dexterity in operating office equipment. Subject to 24-hour call.