Job Information
Avista Utilities Director of Customer Service in Spokane, Washington
Description
Closes: May 18, 2025Starting Range: $142,598 to $188,941Full Range: $142,598 to $235,285
Job Description
Responsible for delivering and enhancing customer experience within defined profitability objectives for Avista. Plans, develops, and directs all aspects of the organization’s contact centers, customer billing, credit and collections, process improvement, customer experience, and customer facing technology systems and programs. Establishes, implements, and maintains policies and procedures that produce high quality customer service delivery and reflect the industry’s best practices. Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Promotes and designs technology solutions and services that allow for customer convenience as well as a positive customer experience.
Ensures proper alignment with other lines of business such as Customer Solutions, Operations, Corporate Communications, and Regulatory Affairs as they relate to the impact on customers and Customer Service operations. Responsible for meeting objectives around credit and collections, smart energy, customer service system projects, distributed energy resources, and customer experience. Promotes teamwork, communication, collaboration, clear accountabilities, effective change leadership/management, and enhanced business performance.
Principal Accountabilities
Directs and oversees the Customer Service, Customer Experience, and Customer Facing Technology Platforms Leadership Teams. Sets objectives, manages budgets, monitors performance, and assesses outcomes.
Drives customer operations and initiatives as well as those related to customer service from other departments such as Customer Solutions, Regulatory Affairs, Corporate Communications, and Operations.
Develops ongoing cost-effective customer service strategies including maximization and use of call center system technologies, processes, and staff. Identifies and analyzes customer service processes to ensure continuous improvement, making and implementing recommendations.
Collaborates with others across the company to improve the organizational capability to develop and successfully manage products and services and customer technology. This includes customer segmentation management and utilization, marketing and sales abilities, use of data analytics, and deeper understanding of customer’s expectations and desires.
Identifies and acts upon challenges and barriers that inhibit the progress of individual programs as well as larger strategy and goals. Utilize competitive analysis, customer input and feedback, data analytics, and business trends to analyze potential new markets for products or services and customer technology that may enhance the customer experience and/or increase revenue opportunities.
Manages personnel including hiring, performance management, coaching, employee engagement, continuous education, training, and development.
Establishes and maintains close working relationships with other functional directors to maintain alignment of the strategic direction of the overall company.
Creates and implements systems and processes that monitor work to ensure that continuous quality service is delivered to all internal and external customers.
Fosters a positive and supportive work environment; promotes belonging in the workplace; and contributes to an environment of mutual respect.
Perform other duties as assigned. Job duties are subject to change as directed by management.
Requirements
Requires a Bachelor’s degree in Business Administration, Business Management, or a related field.
Master’s Degree in a related field preferred.
Requires 8+ years of related experience.
Requires 5+ years of leadership experience.
3+ years of multi-site contact center experience or other high demand, collaborative and fast-paced multi-site environment preferred.
Experience within a utility company preferred.
Must have advanced analytical skills with the ability to think strategically and operationally.
Demonstrated initiative and ability to drive business results in previous roles required.
Knowledge of effective project management techniques.
Ability to successfully develop and manage relationships at all levels of the organization and influence a variety of stakeholders.
Excellent communication and interpersonal skills
Demonstrated ability to lead and support change management initiatives.
Knowledge of customer service principles and practices.
Supervisory skills and the ability to attract, retain, and motivate competent and professional staff.
Ability to influence others, negotiate to a successful resolution, and engage in effective problem solving.
Ability to seek and identify cost reduction and value-enhancement opportunities.
Other combinations of education and experience may be considered.
Hybrid work options are available for this role. The successful candidate will be required to work onsite at least 3 days per week including Mondays and Tuesdays with an additional day determined by the employee and manager.
To Apply We encourage you to apply as many of our positions have step progressions to account for an incoming employee’s various levels of knowledge, skills, and experience.
Complete an online application and attach your resume and cover letter to your profile. All documents must be attached to your application at the time of submitting your application for review. No documents can be attached after you click "Submit".
BenefitsAt Avista, we believe our employees are essential. Through them we deliver value to our customers and the communities we serve. The physical, mental, and financial health and well-being of our employees and their families are important to us. We are committed to offering a comprehensive total rewards program comprised of an externally competitive, internally equitable compensation structure and a benefits package that allows us to retain and attract a diverse, engaged, and skilled workforce. Our benefits package includes medical, dental, vision, life, and disability coverage, retirement benefits, incentive plans, wellness resources, time-off programs and much more. In addition to our total rewards program, the Pacific Northwest offers abundant outdoor recreation, four distinct seasons, and all the amenities and activities an individual or family might be interested in. To learn more, please visit our benefits website at https://avistabenefits.com/.
Pre-employment screening requirements Employment is contingent upon the successful completion of a drug test, background check and motor vehicle records review.
Employment is contingent upon the successful completion of a drug test (including cannabis) background check and motor vehicle records review.
Avista’s Commitment to Equal Opportunity Avista is a safe, inclusive workplace for people of all backgrounds, and we are committed to Equal Opportunity Employment. All qualified applicants will be considered regardless of race, color, religion, national origin, sex, gender identity, sexual orientation, marital status, age, sensory, mental or physical disability (unless based upon a bona fide occupational qualification), Veteran status or any other classification protected by nondiscrimination laws.
Please view Equal Employment Opportunity Posters provided by OFCCP here (https://www.dol.gov/agencies/ofccp/posters) . Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you require any special accommodations to participate fully in our recruitment process. Avista will make reasonable accommodation to assist a qualified person with a disability in the job application, interview process, and to perform the essential functions of the job whenever possible, where undue hardship would not be created for Avista. Please contact us at humanresources@avistacorp.com if you would like assistance.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.