Director - Customer Service

Arizona Water Company; Phoenix (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

Arizona Water Company is seeking a Director of Customer Service in Phoenix to lead the customer service organization. The role oversees contact center operations, billing support, and customer experience initiatives while aligning with corporate strategy and regulatory requirements.

The position requires a Bachelor's degree and at least ten years in customer service leadership, with five years managing multiple supervisors. Travel may be required and a valid Arizona driver’s license is expected.

Qualifications

• Strong knowledge of Workforce Management, Quality Assurance, IVR/telephony, and Customer Information System software for utilities and customer service performance metrics.
• Utility industry experience preferred and highly desirable for leadership.

Responsibilities

• Provide strategic leadership for the customer service organization and direct the Customer Service team across all locations.
• Develop and execute long-term plans aligning customer service with company objectives and operational goals.
• Oversee Quality Assurance programs, coaching, and performance management of supervisors and staff.
• Monitor key KPIs and drive continuous process improvements in workflows, technologies, and governance.
• Collaborate with executive leadership and cross-functional teams to deliver exceptional customer experiences.

Skills

Workforce Management

Quality Assurance

IVR/telephony

Customer Information System

Education

Bachelor's degree

Job description

Job Details

Level: Management; Job Location: PHOENIX, AZ 85015; Position Type: Full Time; Education Level: 4 Year Degree; Job Category: Customer Service

JOB SUMMARY

The Director - Customer Service reports directly to the President and is responsible for the strategic leadership, direction, and overall performance of Arizona Water Company's customer service team. This position oversees all customer-facing customer service functions, including contact center operations, customer account administration, billing support, payment processing, workforce management, quality assurance, customer experience initiatives, and continuous process improvement.

The Director develops and executes strategies that enhance operational efficiency, improve customer satisfaction, strengthen employee engagement, and ensure the delivery of consistent, high-quality customer service across all company locations. The position partners closely with executive leadership and operational departments to align customer service initiatives with the company's strategic objectives while promoting a culture of exceptional customer service, accountability, collaboration, and continuous improvement.

JOB DUTIES AND ESSENTIAL FUNCTIONS

Strategic Leadership & Operations

• Leads the customer service management team, including the customer service manager and supervisors.
• Develop and execute long-term strategic plans that support the company's customer service vision and operational objectives.
• Provide leadership and direction for all Customer Service and Contact Center Operations.
• Promote continuous improvement through evaluation of workflows, business processes, technologies, and operational efficiencies.
• Establish and maintain customer service policies, procedures, standards, and governance.
• Develop departmental goals, objectives, and performance expectations aligned with company initiatives.
• Collaborate with executive leadership to identify and implement enterprise-wide customer service improvements.
• Lead organizational change initiatives involving customer service operations, business processes, and technology implementations.
• Promote cross-functional collaboration with Operations, Engineering, Information Technology, Accounting, Human Resources, and other departments to improve customer service delivery.

Customer Experience & Service Quality

• Develop strategies that promote consistent, professional, and customer-focused experience across all company locations.
• Oversee Quality Assurance programs, call monitoring, customer interactions, and coaching initiatives.
• Ensure customer service leaders effectively resolve complex customer concerns and escalated issues in a timely, professional, and empathetic manner.
• Oversee company policies regarding billing administration, payment processing, payment arrangements, service deferrals, collections, and customer account management.
• Ensure compliance with company policies, regulatory requirements, privacy standards, and internal quality expectations.
• Identify customer experience trends and implement initiatives that improve customer satisfaction and service delivery.

Operational Performance, Reporting, and Analytics

• Establish, monitor, and continuously improve key performance indicators (KPIs) for customer service operations.
• Monitor operational performance utilizing workforce management tools, customer information systems, reporting platforms, and business analytics.
• Monitor performance metrics including, but not limited to: Average Handle Time, Average Speed of Answer, Average Wait Time, Abandonment Rate, CSS adoption rate, billing accuracy, etc.
• Analyze operational trends to identify opportunities for improved efficiency, productivity, and customer satisfaction.
• Develop and present regular operational reports and recommendations to executive leadership.

Leadership, Employee Development, and Culture

• Provide leadership, coaching, mentoring, and performance management for Customer Service Supervisors and leadership staff.
• Promote employee engagement through effective communication, recognition, accountability, and professional growth.
• Support succession planning by identifying and developing future leaders within the department.
• Conduct regular one-on-one meetings with leadership staff to discuss performance, career development, employee engagement, and operational priorities.
• Promote teamwork, collaboration, accountability, and continuous improvement throughout the customer service organization.
• Model and promote the company's core values of Ownership, Empowerment, Accountability, and Trust.

Regulatory Compliance and Risk Management

• Ensure customer communications and business practices remain consistent with company policies and regulatory requirements.
• Identify operational risks affecting customer service and develop mitigation strategies.
• Participate in emergency response planning and business continuity efforts to ensure uninterrupted customer service operations.

Qualifications

• Strong knowledge of Workforce Management, Quality Assurance, IVR/telephony, Customer Information System software for utilities and customer service performance metrics.
• Utility industry experience (water, electric, gas) preferred.
• Ability to coach teams, manage performance, and deliver service outcomes.
• Strong leadership, communications, and decision-making skills.
• Demonstrated ability to engage, develop, and retain high-performing employees.
• Ability to interact professionally with employees, customers, vendors, regulators, and the public.
• Possess professional demeanor and appearance, be dependable and punctual.
• Able to lift, push or pull up to 50 pounds.
• Ability to perform repetitive physical activities including sitting, standing, walking, bending, reaching, grasping, pushing, pulling, crouching, twisting, and other physical movements necessary to perform the essential functions of the position.

EDUCATION, TRAINING AND EXPERIENCE

• Bachelor's degree in Business Administration, Public Administration, Communications, Management, or a related field is required. An equivalent combination of education and progressively responsible experience may be considered.
• Minimum of ten years of progressively responsible experience leading Customer Service and/or Contact Center operations within a utility, telecommunications, financial services, or other high-volume customer service environment.
• Minimum of five years of management experience with responsibility for multiple supervisors and/or departmental leadership.
• Experience leading customer service technology implementations, workforce optimization initiatives, or business process improvements is highly desirable.
• Occasional statewide travel to company offices may be required.
• Valid Arizona driver's license with an acceptable driving record.