Joining the Hope Gas team means being part of a company that truly values its employees and fosters a supportive and inclusive work environment. We have built a strong reputation in West Virginia by prioritizing our commitment to the local community and the well-being of our dedicated team. With the state's abundant natural resources and thriving energy sector, Hope Gas offers the perfect platform for ambitious individuals seeking career growth and stability. Not only will you find fulfilling career opportunities with us, but you'll also contribute to the sustainable growth and prosperity of West Virginia through our community engagement and environmental stewardship efforts. As we continue to deliver essential energy services to the region, we invite you to join us and become an integral part of our history, shaping our future together. Read more to discover the exciting possibilities waiting for you at Hope Gas!
Position Summary
The Director of Customer Contact Operations leads all aspects of the customer service operations including the contact center, billing, and collections for a regulated natural gas utility. This role is responsible for ensuring superior customer experience, efficient, and compliant billing operations, and effective revenue collection strategies. The Director will oversee teams and manage cross-functional initiatives that improve operational performance, customer satisfaction, and regulatory compliance.
Key Responsibilities
Customer Contact Center Management
- Leads day-to-day operations of inbound and outbound call centers, digital channels, and customer service teams.
- Implement strategies to improve customer satisfaction, first-call resolution, service level adherence, and employee engagement.
- Develop and monitor KPIs and service quality metrics.
- Oversee timely and accurate customer billing in accordance with regulatory and internal standards.
- Manage exception handling, rate application, and billing system integrity.
- Collaborate with IT to drive system upgrades, automation, and error reduction.
- Direct collection processes to ensure timely revenue collection while maintaining customer goodwill.
- Design and implement payment plans, disconnection policies, and credit risk models in compliance with utility commission rules.
- Ensure compliance with Public Utility Commission (PUC) rules, federal/state regulations, and internal policies.
- Represent the company in audits, rate cases, and regulatory filings related to customer service and billing.
- Help respond and address all customer complaints, along with formal and informal PSC issues.
- Lead management initiatives to enhance the customers experience.
- Use data analytics and customer feedback to identify service trends and recommend improvements.
- Collaborate across departments (Engineering, IT, Legal, Field Services) to align operational goals.
- Bachelor’s degree in Business Administration, Finance, or a related field (MBA preferred).
- 10+ years of progressive leadership in utility customer service, billing, or operations.- Strong knowledge of utility billing systems (e.g., SAP, Oracle, or CIS platforms).
- Proven experience managing teams across multiple locations.
- Understanding of natural gas distribution and regulatory environments preferred.
- Excellent communication, problem-solving, and leadership skills.
- Six Sigma or Lean certification.
- Experience with digital transformation in customer service environments.
- Familiarity with AMI (Advanced Metering Infrastructure) and its impact on billing.
Reporting Location:
Expectation is that the leader will split their time between the Morgantown Headquarters office and the Jane Lew office to manage their team.
At Hope, we offer a variety of plans and programs that reflect the wants and needs of our employees. As part of our mission to support our employees within the workspace and outside of it, we provide a comprehensive benefits package that offers health insurance including Medical, Dental, Vision, FSA and HSA with a company match. Income protection such as Company-Paid Life Insurance, Sickness Benefits, and more are also available. Hope Gas offers a 401(k) plan that incorporates a company contribution and a company match. Paid vacations, paid holidays, floating holidays and sick time are available alongside other lifestyle benefits such as Adoption Assistance, Auto/Home Insurance, Education Assistance Programs, and so much more! These benefits, programs and perks are offered to enhance your physical, mental, emotional, and financial wellbeing because here at Hope you are not just an employee, you are family.
Join our team because together we can accomplish a job worth doing, and a life worth living.