Job Information
New Jersey Resources Director Customer Service in Wall, New Jersey
Director Customer Service
Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America Req #2533
Tuesday, June 25, 2024
Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.
New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Director Customer Service to be accountable for executing the customer service strategic plan, including daily meter to cash operations as well as leading and developing an engaged and high performing customer service organization. The Director, Customer Service develops innovative and cost-effective strategies to meet customer satisfaction objectives and achieve or exceed key performance metrics. To achieve objectives, the Director collaborates primarily with the Vice President, Customer Service, Marketing & Energy Efficiency and the Director, Customer Initiatives, as well as with peers across the business.
Major Responsibilities:
Develop and execute a customer service strategy that aligns with corporate objectives, promotes our commitment to Stakeholders, and ensures an agile team that can adapt in a dynamic customer service environment.
Lead the execution of daily customer operations to ensure that goals are achieved, and performance metrics are met or exceeded.
Employ data driven decision-making, regularly assessing performance data to implement solutions that enhance operational efficiency and improve customer satisfaction.
Effectively and efficiently deploy resources on behalf of ratepayers, ensuring that operating expenses are prudent and within budget.
Provide strong, dynamic leadership to mentor, develop, and guide team members, while ensuring strong succession planning.
Develop organizational talent through coaching, on-going performance feedback, formal performance appraisal process, and challenging assignments, all with the objective of enhancing employee skills and talent.
Cultivate strong relationships with bargaining unit members and leaders to promote collaborative operations, collective bargaining and work methods negotiations.
Build and maintain strong internal partnerships with business unit leaders to achieve goals.
Ensure that customer satisfaction is appropriately prioritized in all aspects of performance in the organization.
Participate in the grievance process, work methods negotiations, and contract negotiations as pertaining to Customer Service.
Position Specifications:
Bachelor’s degree in a related field is preferred.
10+ years of related professional experience is required; with a minimum of three years in a strategic leadership position managing large customer service operations.
Must have labor management experience.
Energy industry experience is desirable.
Excellent communication skills and the ability to motivate a results-oriented management team.
Superior coaching skills with a passion for people development.
Proven track record in understanding customer concerns and handling critical escalations with calmness and respect.
Strong time management and organizational skills.
Strong negotiation, collaboration, team facilitation, and influencing skills.
Strong written and verbal skills.
Ability to effectively communicate with and present to both executive management and frontline personnel.
The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.
This position is deemed safety-sensitive under the U.S. Department of Transportation Pipeline and Hazardous Materials Safety Administration’s (PHMSA) regulations. Among other things, employees in this position are subject to drug and alcohol testing, including pre-employment testing, random testing, reasonable suspicion testing and post-accident testing. PHMSA-required drug tests include testing for marijuana. The use of marijuana, or testing positive for marijuana, is disqualifying and will lead to removal from performing safety-sensitive functions as well as disciplinary action.
New Jersey Resources is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.
Other details
Job Function Director
Pay Type Salary
Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America