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Director of Customer Experience
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$220,000 - $260,000 a year
Full-time
- The Director plays a vital role in ensuring that the Service Provider provides a consistent experience for LIPA's customers at every touchpoint across all channels and in accordance with industry best practices.
- This position is also responsible for monitoring state, local, and federal initiatives and policies relating to utility customer service; and consulting with DPS, NYSERDA, and other governmental agencies on PSEG LI/LIPA compliance and LIPA's administration of the customer complaint appeal process.
- Provides oversight of the Service Provider's processes and performance of the Call Center, customer offices, billing, field collections, Sarbanes Oxley requirements, payment processing, meter reading (including AMI), and back-office collections, including tier 1 and tier 2 metrics.
- Interactions between DPS and the Service Provider, including collections cases, Utility 2.0 Annual Plan Update, project implementation, and monitoring Energy Efficiency and Renewable Energy targets.
- Implementation of retail clean energy programs to meet LIPA and NYS policies.
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