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Senior Manager, Customer Engagement & Advocacy

Company WSSC
Location Laurel, MD 20707
Update 10 Day ago
The Senior Manager, Customer Engagement & Advocacy directs and manages customer engagement, advocacy and outreach activities and programs. The role is responsible for managing all customer facing programs to further our “world class” mission.

Essential Functions
• Develops and manages the customer advocacy and engagement function which includes communication strategy and programs that improve customer relationships and the overall customer experience

• Oversees customer communication programs designed to proactively inform customers of WSSC products and services

• Develops and leads implementation of quality initiatives designed to improve service delivery and customer satisfaction

• Directs and manages all operations to achieve established performance metrics and targets for assigned area

• Oversees customer initiatives and programs for various WSSC customer segments including Customer Assistance Program, Water Fund, and other programs to target segments of our community

• Utilizes effective communication strategies to address complex customer and community issues based on analysis of data, compliments, and complaints

• Identifies, recommends and administers policies and procedures to ensure overall efficiency and productivity within parameters of Commission guidelines

• Works collaboratively to build effective relationships and communication channels with Customer Advocates and key staff to coordinate key business messages to WSSC’s customers and stakeholders

• Works collaboratively with the Center of Excellence to implement continuous improvement programs, including Quality Assurance, Training and Awards and Recognition

• Works collaboratively with the Office of Communications and Community Relations to design and develop marketing materials for promoting WSSC products and services

• Utilizes innovative communication tools and best practice methods (i.e., town hall meetings, conferences, etc.) to ensure customers, stakeholders, and customer relations team members are informed and engaged in achieving a world class mission

• Works collaboratively with key stakeholders to build organizational and team customer satisfaction surveys; analyzes results and develops appropriate strategies for improvement

• Ensures regulatory compliance and issuance of notifications (i.e., consent decree, water quality report) are communicated with customers in an effective and timely manner

• Supervises staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination

Other Functions
• Prepares and presents verbal, written, and other complex operational, analytical and statistical reports; prepares and updates public informational materials related to customer service

• Participates in WSSC committees

• Leads special projects and initiatives

• Performs other related duties as required

Work Environment And Physical Demands
Business casual office environment.

Required Knowledge, Skills, And Abilities
• Comprehensive knowledge and understanding of customer service principles, customer service success metrics and underpinnings of great customer service

• Knowledge and skill in with MS Office Suite applications

• Strong knowledge and skill in strategic management, performance coaching, communications and marketing, and planning and project implementation

• Strong knowledge and understanding of current trends in digital media/social media

• Ability to gain good knowledge of the Commission water/sewer billing system and customer relations on several levels (routine and emergency)

• Ability to plan, direct and coordinate the activities of a complex, diversified customer care organization

• Excellent interpersonal, organizational, leadership and change management skills

• Excellent communication and presentation skills including the ability to present difficult concepts in a simplified manner and to communicate and deal with the public (including irate customers) and co-workers in a professional, positive and effective manner

• Strong writing, editing, proofreading, layout and design, professional printing/publishing skills

Minimum Education, Experience Requirements
• Bachelor’s degree in public administration, business management, journalism, communications or a related discipline

• 7+ years’ experience managing customer communications programs in a service environment

• 3+ years’ experience managing employees in a customer service environment

• Experience with customer relationship management solutions and tools

• Project management experience