Division Director - (Customer Care)

Class Summary

Job Description

The Department of Water Resources (DWR) Division Director of Customer Care heads the customer support and experience division (Call Center, Billing, Escalations, Quality, Training, Front Counter) and is DWR's customers' primary advocate. They will build upon the strong Customer Care team foundation and continue to deliver opportunities to provide a positive image of DWR to our residents. They are responsible for positioning and resourcing all the Customer Care teams to exceed KPI targets designed to progress the overall strategic objectives. They are the main resource for the Customer Support Manager and will help them in ensuring the day-to-day runs smoothly and that customer and agent needs, and issues are addressed.

Essential Duties

• Ensure the Customer Support team is delivering world class service in every customer interaction via all communication channels.

• Drive team performance through consistent and precise metric reporting.

• Facilitate strategic projects and initiatives across the Customer Care division with the goals of meeting or exceeding KPI targets.

• Gather and prioritize customer pain points and feature requests to help drive process improvements and areas for increased efficiency.

• Represent the customer in cross-departmental meetings to ensure the customer is considered in business decisions.

• Conduct weekly 1:1's with the Customer Care Section Manager, and consistent check-ins with the Team Leads, Agents, and Quality Assurance to build rapport, share important updates, and review metrics.

• Communicate directly with customers in the event of a complicated or heated issue as the third escalation point (after Team Leads and Section Manager)

• Formulate and revise customer support policies and promote their implementation.

• Work collaboratively with a variety of other departments such as Systems and Technology, Planning and Development, and Finance to ensure ongoing customer satisfaction.

• Participate in the hiring of new Customer Support Specialists including resume review, interviews, hiring, and onboarding.

Grade

The grade for this position is 204.

Effective 4/11/2023, this position is eligible for the Employee Referral Program.

Minimum Qualifications

• Bachelor's Degree in a closely related field;

• Eight years of progressively responsible customer service experience, including two years as a manager; 8 years of customer service leadership experience preferred;

• Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Preferred Qualifications in addition to the above minimum qualifications

• Experience with developing Customer Support programs including omni-channel support (email, chat, self-service), KPI reporting, knowledge base management, etc.

• Experience building inter-departmental communication flows, specifically with Customer Success, User Experience, and IT teams.

• Proven communication skills, in both internal and external interactions

• An ability to stay calm under pressure.

• Tech-savvy, adaptability, and comfort with frequent functionality updates

For information related to position-specific essential duties, knowledge and skills, and physical requirements, please click here.

Note:The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change.

Additional Information

Gwinnett County Department of Water Resources (DWR) is a publicly owned utility committed to delivering superior services to a vibrantly connected community. The employees of the Department of Water Resources (DWR) represent our inclusive culture which advances our commitment to excellence in service, stewardship, integrity, and innovation. The Department and its staff are widely recognized for superior service in the maintenance and operation of almost 9, 000 miles of water, wastewater, and stormwater lines, as well as the operation of 2 water production facilities, 3 water reclamation facilities and over 200 pump stations. The Department of Water Resources takes pride in stewardship of the environmental resources entrusted to us and pledges to be responsible as we manage water as a limited, but renewable resource.

For more information about this department, pleaseclick here.

Welcome to Gwinnett County - one of America's fastest-growing counties for the past 20 years. Our dynamic and exciting county combines the best of big-city living with the comforts of the suburbs.

The county's population in 2000 was about 588,448 and we've only continued to grow since then, with the population expected to reach one million by the year 2022.

Gwinnett has many advantages, beginning with its location and road system. The county is just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Thanks to this location, 80 percent of the U.S. population is within a two-hour flight. Georgia Highway 316 has been extended to Athens, reducing travel time to the University of Georgia to 25 minutes. Gwinnett's infrastructure includes more than 2,750 miles of roadways to provide excellent mobility for our residents.

The County Administrator and County Attorney are appointed by the Board of Commissioners and serve at its pleasure. To implement the Board's policy directives, the County Administrator uses a management team consisting of members of his immediate staff and 14 department directors. The 14 departments that make up the executive side are Police Services, Fire and Emergency Services, Corrections, Communications, Support Services, Financial Services, Community Services, Human Resources, Information Technology Services, Law, Planning and Development, Water Resources, Child Advocacy & Juvenile Services, and Transportation. Each department is run by a director who is charged with managing operations in a manner which stresses the County's values.

In addition to the executive side of County government, certain services are provided through Constitutional officers and independent elected officials. These external offices are created by the Georgia Constitution or through state law. In Gwinnett, they include the Sheriff, Tax Commissioner, District Attorney, Solicitor, Probate Court Judge, and Chief Magistrate.

Vision

Gwinnett is the preferred community where everyone thrives!

Mission

Gwinnett proudly supports our vibrantly connected community by delivering superior services.

Values

Integrity: We believe in being honest, building trust, and having strong moral principles.

Accountability: We believe in stewardship, transparency, and sustainability.

Equity: We believe in fairness and respect for all.

Inclusivity: We believe in engaging, embracing, and unifying our communities.

Innovation: We believe in continual adaptation of technology, process, and experience.

Hiring Process

Gwinnett County is an Equal Opportunity Employer. For more information regarding our hiring process, please click the links below:

• Hiring Process
• FAQs

Gwinnett County is committed to creating a diverse workforce. As an Equal Opportunity Employer, we prohibit discrimination on the basis of genetic information (including sex), race, color, national origin (including ancestry), gender (identity and expression), sexual orientation, age, marital status, familial status (including pregnancy), disability, military or veteran status, religion, political affiliation, immigration status, homeless status, or any other category protected by law.

For questions about recruitment, or to request a reasonable accommodation during the application, interview, or testing process, please call Human Resources at 770-822-7915 or email Jobs@GwinnettCounty.com.