PURPOSE STATEMENT: 

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 1) setting department and strategic objectives, 2) enhancing customer service quality, and 3) 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. 

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: 

• Complies with all safety rules and cooperates in the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.
• Complies with all applicable Hawaii Gas policies and procedures.
• Maintains assigned work area and equipment in a clean, orderly, and safe manner; performs housekeeping duties as required and/or instructed.  Works in a safe and responsible manner.
• Performs all other related duties as instructed by supervisor/manager. 

Required Education and/or Work Experience: 

• Bachelor’s degree, preferably in Marketing, Communications, Economics, or Management, or equivalent experience that demonstrates knowledge may be considered.
• Must have worked successfully for 5+ years in customer service and/or a supervision/leadership role.
• Proficient in computer software including Microsoft Office Suite (i.e., Word, Excel, and PowerPoint). Used technology for word processing, file and document management, spreadsheets, databases, queries and reports, and internet. 

Preferred Education and/or Work Experience: 

• Good working knowledge of applicable Federal, State and County regulations and Company policies and procedures impacting this activity.
• Worked for a Union company with bargaining employees.
• Worked in a regulated industry, performing the following activities: customer service, call center, account management, collections, bankruptcies, and accounting. 
• Demonstrated understanding of operations assets and general business philosophies and practices. 
• Used technology related to maintenance of customer, account, premise, and other sensitive information. 
• Worked in a zero-incident safety environment.