Black Hills Corporation Customer Experience Supervisor in Rapid City, South Dakota
SALARY RANGE : $65,800 - $85,570
Base salary is determined by the knowledge, skills and abilities of the applicant.
CLOSING DATE : This position will close on March 16, 2018.
LOCATION : Rapid City, SD
PRIMARY FUNCTION :
Execute strategy and implementation of consistent framework to deliver optimal customer experience throughout the customer lifecycle; proactively consider the impact of business decisions; maintain awareness of changing technology within the utility industry; propose practical solutions, and develop the strategic roadmap including implementation plans and milestones. Guide a team responsible for customer research, data analytics, reporting and responding to NPS customer feedback, Public Service Commission inquiries and Better Business Bureau complaints.
REPORTING RELATIONSHIP : Manager, Customer Experience
ESSENTIAL JOB FUNCTIONS :
Coordinate customer experience initiatives, including leadership of NPS and PSC efforts and recommend enterprise solutions.
Implement customer experience strategy that leverages customer insights focusing on consistent and simple experiences across all touchpoints including customer care, self-service, website and social media.
NPS Champion and Customer Experience Advocate.
Analyze NPS customer comments using Text Analytics reports to isolate key pain points.
Report monthly NPS, PUC, BBB, and voice of the customer results companywide with regular reporting to senior leadership.
Provide voice of the customer educational presentations across the company.
Track status of continual improvement projects aligned with alleviating pain points stemming from NPS and customer feedback.
Effectively utilize Medallia system tool ensuring data integrity within the tool for a smooth workflow.
Research, advocate action, and negotiate resolutions with customers to comply with commission and business rules on Public Utility Commission Inquiries and Better Business Bureau Complaints.
Oversee customer market research and survey methodologies including JD Power, etc.
Provide strategy direction and business ownership to digital customer experience including the website and social media.
Participate in planning activities related to the preparation of operating and capital budgets and forecasts of operations.
Effectively utilize monitoring and reporting to assure capital budget goals are met.
Provide leadership, direction, and supervision for the day-to-day activities of direct reports.
Coach, mentor, and develop employees for success through regular one on one meetings and consistent feedback.
ADDITIONAL RESPONSIBILITIES :
Participate in industry customer service forums to help benchmark competitive performance and key drivers.
Vendor Management as needed including Medallia and other necessary vendors.
Participate in companywide strategic initiatives.
Other duties as assigned.
WORKING RELATIONSHIPS :
Customer Service Leadership Team
Field Operations Leadership Team
Vendors of the Company (Medallia)
3 to 5 years of relevant work experience or impeccable demonstration of applicable skills and knowledge.
2 years minimum utility industry and customer service experience.
- Bachelor’s degree or equivalent combination of education and/or work experience.
Strong knowledge of digital technologies and applications.
Strong knowledge of customer service processes.
Strong knowledge of utility industry practices.
SKILLS/ABILITY/OTHER CHARACTERISTICS :
Leadership, communication, presentation, and program management skills.
Demonstrated ability to work effectively across organizational boundaries.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to lead through influence using persuasion, negotiation, and consensus building to deliver results through others.
Ability to create a strong network of relationships, acting as a liaison, with a multitude of different people from various parts of the Business, IT, and external partners to deliver end results.
Self-starter with the ability to prioritize efforts, drive results with a strong sense of urgency and flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
Strong verbal, written and comprehension skills.
Deal with a wide variety of people with tact, courtesy and professionalism.
Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.
PHYSICAL REQUIREMENTS :
- Applicant must be able to perform the essential job functions of the position with or without accommodation.
The information contained in this position description describes the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.
We are an EEO Employer