Customer Experience Program Manager
Company: Black Hills Corporation
Posted on: September 22, 2022
This important role will support the customer-focused
transformation at Black Hills Energy. The transformation is aimed
at creating loyal customers by delivering simple, clear, and
predictive engagements consistently across all touchpoints and
channels. The Customer Experience Program Manager will support this
strategy in their business units by encouraging a customer-focused
culture; increasing knowledge of customer information and needs;
identifying and improving service delivery with a goal of
increasing customer satisfaction.
SALARY RANGE: $78,200 - $117,300 (Determined by the knowledge,
skills and abilities of the applicant.)
REPORTING RELATIONSHIP: Manager, Gas Utility Customer
LOCATION: Fayetteville, Arkansas
* A comprehensive relocation package is offered for this position!
Details about this package will be shared during the interview and
ESSENTIAL JOB FUNCTIONS:
* Distribute and discuss regular reports on customer experience
metrics (CSAT, CES, NPS, OSAT) with operations.
* Categorize and share customer survey feedback with
* Track customer satisfaction metrics in JD Power and recommend
specific customer communications for improvement, where
* Support operations leadership by identifying and recommending
standard methodologies and opportunities to improve
* Support operations employees how to deliver positive customer
* Develop and ensure distribution of customer service-related
information to front line customer service and operations
* Partner with corporate customer service and operations to
identify efficiencies and opportunities for improving processes to
increase customer satisfaction.
* Act as Customer Interface Chief during a major event ensuring
coordination with corporate customer service and utility
* Act as the main point of contact for Commission Complaint staff
and respond to complaints through research, drafting and response
coordination. Provide monthly reports on activity.
* Partner with corporate and utility resources to improve JD Power
Scores and NPS Scores.
* Ensure that key stakeholders are informed and consulted on
current events and key customer experience strategies.
* Willingness to take part in community and customer-facing
engagement as appropriate.
* Minimum five (5) years of experience in Customer Experience or
utilities is required.
* Bachelor's degree in communications or related field or
equivalent combination of education and experience.
* Proficient knowledge of Microsoft Office programs.
* Clear and concise written and verbal communication skills
* Ability to develop written communications such as talking points,
complaint responses and other customer service type messages.
* Ability to work independently and as a part of a team.
MENTAL/PHYSICAL DESCRIPTIONS AND WORKING CONDITIONS:
The mental and physical descriptions are representative of the
activities an employee in an office job performs. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Mental description: Understand, remember, apply oral and/or written
instructions or other information, and communicate routine factual
information. Apply common sense in performing job functions,
usually within a set of rules or guidelines.
While performing the duties of this job, the employee continuously
accesses, inputs, and retrieves electronic information and
communicates regarding the information. Employee frequently moves
about the office space. Employee is expected to operate routine
office equipment including computers and similar equipment. Will
need to routinely perform this work for an average of 6-8 hours per
day and occasional extended hours as necessary. Capable of regular,
reliable, and timely attendance.
Specific lifting abilities required by this job include sedentary
work. Exerting up to 10 pounds of force occasionally and/or
negligible amount of force frequently or continuously to lift,
carry, push, pull or sitting most of the time. Jobs are sedentary
if moving about is only occasionally and all other sedentary
criteria are met.
Work environment: Routinely perform work indoors in
climate-controlled shared work area with moderate noise level and
occasionally outdoors in sometimes inclement weather. Worker may be
subject to hazards including a variety of physical conditions such
as proximity to moving mechanical parts, moving vehicles,
electrical current, working in places of height or close quarters.
Willing to travel up to 25% (e.g., 1 week or 5 days/month) by
automobile (as driver and passenger), commercial airlines, rental
vehicles and public transportation and be able to lodge in public
facilities. Travel will be necessary to conduct the duties of this
job and the employee must have proper licensing to operate a motor
This description is not intended to be an all-inclusive list of
responsibilities, duties, and requirements for employees in this
position. Job descriptions may and do change periodically. Where
positions are covered by a collective bargaining unit agreement,
the terms and conditions of the agreement will apply.
About our Company: We are a customer, growth and safety focused
utility company that is dedicated to our communities. We improve
life with energy as an energy partner of choice. Our diverse
culture fuels unique perspectives, opening doors to new insights
and possibilities. Based in Rapid City, South Dakota, we have over
3000 employees and serve 1.3 million natural gas and electric
utility customers across eight states (South Dakota, Montana,
Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).
Enjoy our Comprehensive Benefits Package! Annual incentive program,
401(k) (6% company match and up to 9% company retirement
contribution), tuition reimbursement, paid time off, additional
Veteran PTO, paid holidays and annual floating holidays, company
paid short term and long term disability, paid parental leave,
health and wellness program, and competitive medical, dental and
Candidates must successfully pass a pre-employment drug screen and
Black Hills Energy does not sponsor applicants for work visas. All
applicants must be legally authorized to work in the US.
We are an equal opportunity employer. All qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, age, or status as a protected veteran.
Keywords: Black Hills Corporation, Fayetteville , Customer Experience Program Manager, Executive , Fayetteville, Arkansas
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