Director - Customer Care

Non-exempt

JOB SUMMARY

This position will support customers, communicating activities for the Customer Service Call Center and Collections departments. You will be responsible for extracting customer data, loading files, completing outbound email, texts, and letter campaigns. You will manage the process from beginning to end. You will work with other departments in the development/creation generating lists, writing copy, automated processes, and measure results.

ESSENTIAL JOB FUNCTIONS

Create messages, validate for accuracy, evaluate, and deploy daily email, text, and letter campaigns with cloud software systems.

Using the appropriate links, validate the customer distribution list is accurate, communicate any errors, and verify content for final versions.

Create HTML email from existing templates with daily and weekly updates.

Develop and test message campaigns, fine tuning messaging to improve open rates and actions, i.e., track the number of customers that open email verses how many do not open email notifications.

Extract and review various data files to be loaded for outbound email, text, and letter campaign messages.

Schedule, monitor and report on text (SMS), E-Mail and OB campaigns.

Using the company provided tools to create one-way and two-way communications leveraging Five9 omni-channel cloud solution, Paymentus payment notifications, KloudGin, and WaterSmart customer portal.

Measure test results and determine best methods to communicate with different customer segments.

Diagnose and repair invalid addresses for bill statements.

Update knowledge-based articles relevant to current customer activities on company website.

Troubleshoot file load failures.

Collaborate with other departments on building out new file structures for loading records as part of an omni-channel campaign approach.

Document process flows and work instructions.

Work with other departments in the coordination of automating manual processes using tools like Monday.com, Five9, Kloud Gin and Oracle Customer Care & Billing.

Support and develop data cleansing best practices, i.e., import and merging, standardization, duplication, verification, and export and employ.

Acquire and share knowledge on industry best practices and standards.

Support Large Customer inquiries and billing changes.

Other duties as assigned.

WORKING CONDITIONS

Generally, working 40 hours in an office environment involves mostly sedentary work using a computer and taking phone calls. This position is essential during inclement weather/emergency situations.

MINIMUM QUALIFICATIONS

Associate degree in one of the following disciplines: public relations, communications, marketing, advertising, or related field; and

One (1) year experience in marketing communication operations or digital operations

OR

High school diploma or equivalent; and

Five (5) years of experience in marketing communication operations or digital operations

Louisville Water provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.