Benefits :

　　Competitive compensation

　　Medical, Dental, and Vision insurance

　　401(k) Retirement Savings Plan with substantial company match

　　Life and Travel Insurance

　　Tuition Assistance

　　Wellness Reimbursement Program

　　Paid Holidays and Vacation

　　What is a Senior Director – Customer Contact?

　　This position will contribute to Central Hudson’s success through the management and implementation of a coordinated Customer Experience through the delivery of omni-channel customer service strategies. The Senior Director of Customer Contact leads a team that works closely with departments across the company as well as affiliated organizations to serve Central Hudson’s customers.

　　The Senior Director of Customer Contact leads a team responsible for multi-channel customer interactions (including phone, web chat, and email), about electric and gas service, outages and emergencies, billing and payments, and Central Hudson products and services. To be successful, the Senior Director of Customer Contact Front Office needs to have demonstrated experience leading a team, excel at call center operational management and have technical acumen and a passion for delighting customers with engaging and seamless multi -channel customer experiences. To be successful, the Senior Director of Customer Contact Back Office needs to excel at back office operational management including paperwork, exception management, and customer outreach; have familiarity with SAP and passion for problem solving, and a desire to learn.

　　What does a Senior Director – Customer Contact do?

　　Leads a team of Directors, first line supervisors, customer service representatives and customer support assistants to deliver a positive experience for our customers

　　Oversees and directs the system-wide planning of Contact Center operations including, scheduling, overall performance, staffing coordination, supervision and activities and functions of employees associated with establishing gas and electric installations, inspections, metering, and other customer related functions to assure customers of the best and safe utilization of gas and electric service

　　Ensures that service level requirements are met through optimal deployment of scheduled resources

　　Collaborates with internal and external stakeholders to support digital experience strategy, planning, process, execution, measurement and improvement

　　Liaises with Information Technology (IT) to troubleshoot critical break-fix issues with the Telephony and Workforce Management Systems; assist in root-cause analysis

　　Consults with Meter Shop, Commercial Department, Meter Reading, and Information Technology (IT) to troubleshoot critical break-fix issues with Meter Device Management and customer billing

　　Develops solicitations for new partnerships, facilitates contract approvals, and supports customer experience relationships with government agencies/vendors

　　Identifies, develops, and implements new and improved programs and processes to increase productivity and performance of supervisors and employees in areas of responsibility. This position requires working closely with all the Customer Services teams and the key management personnel in areas outside of Customer Service, such as Engineering and Information Technology, to understand where opportunities exist for improving operations

　　Ensures that CX channels are harmonized providing a consistently positive customer experience.

　　Supports and helps facilitate Central Hudson customer experience brand and Customer Marketing programs

　　Manages KPI’s to support organization and corporate goals

　　Educates and facilitates deeper learning for the organization on SAP and new digital customer experience strategies/tactics and technology advances that can enhance customer engagement across the entire customer life cycle

　　Supports storm/emergency restoration efforts

　　What does it take to be a Senior Director – Customer Contact?

　　Required:

　　Bachelor’s degree in business administration, communications, information systems, or a relevant field and 5+ years of experience in customer service/success, operations management, or related role/function. In lieu of a bachelor’s degree, an associate’s degree and 7+ years of experience, or High School Diploma or equivalent and 9+ years’ experience as listed above

　　Experience supervising and leading teams, coaching, and mentoring employees in a Contact Center environment

　　Ability to multitask in fast paced environment

　　Able to provide resolution to a diverse range of complex problems

　　Excellent verbal and written communication skills and be able to communicate with all levels of the organization including technical teams and senior management

　　Strong analytic, problem solving, decision-making skills and proven ability to discern critical from minor problems

　　Ability to work in a fast-paced environment and able to set/meet specific deadlines

　　Proven experience managing diverse delivery teams including internal resources, outsourced vendor resources, and third-party suppliers

　　A strategic thinker who can execute tactically

　　Passionate and big picture thinker focused on customer experience

　　Willingness to occasionally work outside of traditional business hours as needed

　　Valid driver license

　　Preferred:

　　Master’s degree in business administration (MBA)

　　5+ years professional experience in Utility Customer Service environment, preferably with SAP S4

　　Practical understanding of Utility customer service

　　Experience with Work Force Management, Calabrio, Teleopti, Genesys Cloud

　　A collaborative innovator who leads through influence both up and down an organization and has the ability to affect change with senior stakeholders

　　Applications will be accepted until February 1, 2024 .

　　Pay range: $136,800-211,900

　　Please go to https://www.cenhud.com/employment . Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position.

　　Applications sent via e-mail and US Mail will not be accepted. No phone calls or agencies, please. All replies will be held in strict confidence.

　　All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.

　　VEVRAA FEDERAL CONTRACTOR

　　Look to Central Hudson for an environment that fosters teamwork, safety awareness and impeccable customer service. We are committed to educational development, employee satisfaction and a diverse workforce. We also have a strong belief in and long history of promoting from within. Our employees enjoy numerous opportunities for transition and growth throughout their careers.

　　We offer a comprehensive benefits package including competitive compensation, health benefits, 401K plan with substantial company match, tuition assistance, wellness reimbursement, life insurance, and paid holidays and vacation.