Supervises a location or segment of a larger department. Implements business objectives, strategies and plans and oversees daily work functions. Responsible for selecting, coaching, and developing employees and management of salaries. Responsible for process improvement and management of billing, credit, outage and new service work streams. Provides alternatives and recommendations to management and influences their decisions regarding courses of action. Implements and supports company programs and policies. May be a working supervisor.
Responsibilities
Promote a customer first culture and commit to delivering outstanding results for customers.
Oversee the activities of the customer service agents and billing, credit, outage and new service work streams.
Monitor operations and activities of utility billing services; recommend improvements and modifications and prepare various reports on operations and activities. Recommend and assist in the implementation of goals and objectives; implement policies and procedures.
Meet billing operational standards by contributing billing information to strategic plans and reviews. Implement production, productivity, quality, and customer-service standards; resolve problems; identify billing system improvements.
Ensure timely reconciliations of accounts related to customer and delinquent accounts.
Handle extremely difficult customer situations involving account disputes, collections, and electric turn-offs for delinquent accounts.
Monitor customer account balances for utilities services and collection procedures.
Assure credit collection policies are consistent with sound business and financial policies, and comply with City, State, and Federal rules and regulations throughout the six-state service territory.
Monitor delinquent closed accounts and authorize assignments to collection agencies.
Monitor correspondence and claims in connection with bankruptcies and estates.
Coordinate utilities rate refunds, notification of customers, reconciliation of accounts.
Establish career development plans for customer service agents, evaluate performance, and provide ongoing feedback.
Coach, develop, mentor, lead, and motivate customer service agent teams to achieve optimum performance and comply with all company policies and procedures.
Serve as first level resource for customer service agents.Identify and resolve all disciplinary and performance issues within the team so that customer satisfaction remains high, driving towards the complete elimination of complaints.
Conduct daily team briefings and demonstrate a high level of energy, commitment, and motivation toward achieving targets.
Facilitate meetings to communicate key messages to customer service agents.
Develop and implement customer service work guidelines and company policies to customer service agents and teams.
Apply principles and best practices to achieve total customer satisfaction and telephone statistical and corporate leadership goals.
Serve as a liaison between customers and various company departments.
Manage large-scale projects including new business and implementation of new center technologies.
Consult with internal and external customers working with all levels of an organization including people with different styles and backgrounds.
Utilize the capabilities and functionality of word processing, outlook, spreadsheets, SAP, GTx, CSS, eQuality and other technologies.
Requirements
- Bachelor's Degree in an applicable field; or the equivalent combination of education and experience.
- A minimum of six years' experience in a customer service environment.
- Supervisory skills including the ability to implement action plans for achieving objectives and to oversee daily operations.
- Communication and interpersonal skills to communicate expectations, coach employees, provide feedback, and work collaboratively with other departments.
- Leadership and teamwork skills to develop and promote cooperative working relationships within and among departments.
- Thorough knowledge of local policy and state statutes regarding utility billing and collection services.
- Advanced communication and interpersonal skills to interface with team members and customers to promote positive customer outcomes.
- Knowledge of strategic plan and objectives for area, day-to-day operations of specific area, company policies, procedures and practices, and federal, state, and local laws and regulations.
- Proficient with the use of personal computers including spreadsheets, word processing, databases, and presentation applications.
- Demonstrated conflict resolution skills.
- Ability to work with all levels of an organization including people with different styles and backgrounds.
Employees must be able to perform the essential functions of the position with or without an accommodation.
Req Id: 111673
PacifiCorp
825 NE Multnomah
Portland
Oregon United States
www.pacificorp.com
