Senior Director - Customer Service - AVANGRID : Job Details

The Senior Director of Customer Service is responsible for the strategic and operational leadership of Customer Service Operations. This includes Billing, Supplier Relations, Revenue Recovery, Customer Relations (Call Center), Low Income/ Outreach, and Escalated Complaints for Rochester Gas & Electric (RG&E). This leader focuses on driving deliberate, disciplined design and delivery of best-in-class experiences for RG&E customers. S/he will play a pivotal role ensuring required regulatory outcomes, zero negative revenue adjustments, and KPIs are achieved while driving efficiency, continuous improvement, and building high performing, collaborative, and resilient teams. Key Responsibilities:Direct all functions related to billing, revenue recovery/collections, supplier relations, low income/outreach, escalated complaints, and customer relations center. Direct processes and vendors ensuring all customer service functions are completed for approximately 389,000 electric and 322,000 natural...Customer Service, Director, Customer Experience, Senior, Operations, Retail