Director, Customer Care

Description

Chesapeake Utilities Corporation

Position : Director, Customer Care

Location : Hybrid residing within commutable distance to DE or Yulee, FL office locations, periodic travel required

What makes us great :

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.

Your role in our success :

The Director provides leadership for a comprehensive support model that integrates internal teams with external partners to deliver exceptional service. This role is responsible for ensuring operational accuracy, responsiveness, and efficiency across all customer interactions, while maintaining a strong focus on strategic alignment of people, processes, and technology. By fostering scalable, customer-focused solutions, the Director drives continuous improvement and positions the organization as a leader in service excellence. This high-impact role plays a critical part in advancing organizational goals and supporting overall business growth.

What you'll be working on :

• Setting vision and performance standards for customer service excellence
• Optimizing service delivery channels across internal and external teams
• Championing a customer-first culture through training, quality, and engagement programs
• Collaborating cross-functionally to exceed industry benchmarks in satisfaction, responsiveness, and reliability
• Supporting digital enablement initiatives to enhance service outcomes and operational agility
• Provides strategic leadership and day-to-day oversight of the Customer Service Operations leadership team
• Oversight for all contact center operations and customer interaction touchpoints, including inbound customer contacts and BPO partner relationships, ensuring seamless service delivery, operational efficiency and adherence to SLAs / KPIs across channels
• Collaborates cross-functionally with CX Strategy, Systems, CX Excellence & Support, Customer Billing & Payments, Field Services, IT, Finance, Communications, Regulatory, Governmental Affairs, etc. to streamline processes and enhance service delivery
• Collaborates and supports implementation of strategies that improve customer satisfaction, operational efficiency, and digital enablement
• Analyzes performance trends, customer feedback, and process effectiveness to guide improvements and innovation

Who you are :

Benefits / what's in it for you?

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email careers@chpk.com

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 notice from the Department of Labor.