Jeff Ford

Observer
DISC Type : ic

Director of Billing and Customer Service at Citizens Energy Group

Indianapolis, Indiana, United States

Overview

Jeff Ford is a long-tenured leader at Citizens Energy Group, currently serving as the Director of Billing and Customer Service. His career at the company showcases a diverse background, with previous leadership roles in Supply Chain, Purchasing, and Information Technology. He holds an MBA from the University of Indianapolis and a BS from Indiana University Indianapolis.

He has a history of community and industry engagement, having served on the board for the Indiana Regional Minority Supplier Diversity Council and as Treasurer for the Warm Heart Warm Home Foundation.

Jeff has been recognized as a "Distinguished Leader" by the International Utilities and Customer Experience (IUCX) Conference for his dedication and leadership in the utility industry.

Personality Overview

Curious

Assertive

Example Seeker

They ask a lot of questions and rely heavily on information and collaterals.  They are generally strong communicators and are not easy to convince. They can sound friendly and charming but can quickly change gears to become inquisitive and probing.

Topics They Care About

Customer Experience
As Director of Billing and Customer Service, he focuses on digital engagement and making it easier for customers to do business with the utility.
Digital Transformation
He has spoken about accelerating customer service transformation with new, agile customer information systems and enhancing digital self-service options for users.
Supplier Diversity
In his former role as Director of Supply Chain, he led initiatives to meet and exceed spending targets with veteran-owned, minority-owned, and women-owned businesses.

Media Appearances

Accelerating Citizens Energy Group's Customer Service .... Featured in YouTube

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Work History

3-2015
Director of Billing and Customer Service at Citizens Energy Group
8-2005 - 3-2015
Director of Supply Chain at Citizens Energy Group
12-1997 - 8-2005
Manager of Information Services at Citizens Energy Group

Education

2008 - 2011
Master of Business Administration from University of Indianapolis
Bachelor of Science from Indiana University Indianapolis

More Information

Social Presence :

Prographics :

Exp : 28 Location : Indianapolis, Indiana, United States Job Level : Mid-senior Designation : Director of Billing and Customer Service at Citizens Energy Group
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Insights For Selling To Jeff

During A Call Or A Meeting

DO's

  • Invite them for a social do but don’t rely solely on the relationship
  • Ask them questions to understand their needs better while staying affable
  • Focus on immediate action-items rather than the larger goals

DONT's

  • Don’t be too objective but make sure to pad your storytelling with data points
  • Don’t try to rush them into a decision, provide all necessary information first
  • Don’t brush off any concerns, take all questions seriously

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Jeff is

  • Proven value, strong testimonials are important for them, rapport can impact decisions a little.
  • Will you ever get a clear answer from Jeff

  • They are practical yet friendly, don’t expect a clear no very often.

Insights For Deal Planning

    How fast (or slow) will Jeff move?

  • They like to analyze well and then make their decisions.
  • Can Jeff take some risk or not?

  • They weigh all decisions systematically and are unlikely to take many risks.

You And Jeff

Personality Compatibility


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