Job Manager, Customer Relations

Manager, Customer Relations

The Manager, Customer Relations role is integral to the continued success and improvement of Hawaii Gas' overall customer experience for our existing and new customers. This position is responsible for setting the strategy and direction of customer experience end-to-end, including setting department and strategic objectives, enhancing customer service quality, and improving / optimizing processes to better meet customer needs across the company. This role involves direct management of the Customer Relations Department, (formerly Oahu Call Center) and customer interaction channels, including phone, email, chat, online portal, and website interfaces. Collaborating closely and consulting with many internal departments and customers, this position ensures effective and efficient customer relations across the enterprise.

Responsibilities

Essential Functions / Responsibilities :

• Manages the strategy and direction of the end-to-end customer experience, in conjunction with the Director, Utility Shared Services and internal stakeholders (i.e., Customer Service, Oahu operations, Neighbor Island operations, etc.)
• Gathers customer feedback and works with other departmental managers to identify efficiencies and implement improvements for processes.
• Ability to manage and analyze feedback from external customers to create reports.
• Engages with internal stakeholders to assist in resolving customer complaints and issues, as needed.
• Leads collaborative cross-functional teams to enhance customer relations based on data analysis.
• Establishes and manages metrics related to customer relations and ensures they are consistently met.
• Uses, maintains, optimizes and / or implements technology (hardware and / or software) for customer information systems, call systems, phone hardware, customer portals (i.e., MyAccount), reporting systems and other technology, as needed.
• Responsible for the optimization of these enterprise-wide customer systems, including creating and updating Standard Operating Procedures for applicable systems within the department / enterprise.
• Proficient in interpreting and analyzing data using data analytics tools.
• Directly oversees and manages Customer Relations Department (formerly Oahu Call Center).
• Prioritizes Department activities, and ensures they are completed effectively and efficiently through diligent planning, organizing, communicating, coordinating, assigning, facilitating, reviewing, and verifying of duties.
• Develops and maintains department procedures, policies, and guidelines to achieve consistency and predictability.
• Evaluates, provides feedback, promotes, and disciplines direct reports.
• Identifies training opportunities and works with Human Resources and other internal stakeholders to execute training.
• Abides by the Collective Bargaining Agreement between the Company and Bargaining Unit. Works collaboratively with Human Resources and seeks clarification when appropriate.
• Compiles, organizes, and analyzes data for tracking and reporting performance statistics.
• Understands the drivers behind department activities, the benefits of these activities and the risk or consequences if they are not completed effectively.
• Applicability of industry and regulatory rules, standards, guidelines, and best practices to include, but not limited to :
• Tariff for gas service by the Hawaii Public Utilities Commission.
• Company profitability.
• Customer expectations.

Other Functions / Responsibilities :

Qualifications

Required Education and / or Work Experience :

Preferred Education and / or Work Experience :