Reports to: Customer Solutions Senior Manager
Job Summary: This position is responsible for managing the Customer Service staff, communicating with customers regarding their service needs, resolving customer issues and administering customer programs.
Essential Duties
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Train, coach and lead the customer service staff to assure responsive and courteous customer service.
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Manage the daily operations of the HBPW’s customer service function including call center, counter service, service orders, collections and customer account maintenance activities.
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Resolve customer issues and concerns in a proactive and timely manner.
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Oversee service order scheduling with appropriate utility departments.
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Design and implement improved customer processes and operational policies.
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Coordinate the lien process of delinquent changes and handle bankruptcy claims.
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Oversee customer service disconnects and resumes for non-payment, move in/out etc.
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Assure accurate records of customer correspondence are kept.
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Analyze operational statistics and other data to determine optimal customer service is provided.
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Develop reports and dashboard information of customer service activities.
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Manage the customer assistance programs.
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Manage the customer portal and online payment processing functions.
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Perform all other tasks as assigned.
Essential Qualifications
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Bachelor’s degree in Business, Marketing, Accounting or related field; or equivalent education and experience.
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At least three years’ experience in customer service or collections.
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Strong working knowledge of MicroSoft Office Suite and related programs.
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Interpersonal skills necessary to manage the activities of a diverse group of employees and communicate with organizational personnel and the public in situations requiring tact and patience.
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Supervisory skills necessary to effectively manage the daily operations and administration of assigned duties.
Preferred Qualifications
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Effective workplace skills as demonstrated through WorkKeys assessments (Workplace Documents – 5, Applied Math – 5, Graphic Literacy – 5).
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At least two years of supervisory experience.
Physical Requirements & Working Conditions
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Normal office environment with minimum discomfort due to noise, dirt and dust.
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Mental ability to frequently deal with concerns of employees and public; and to work on projects requiring concentration and attention to detail.
This job description is intended to describe the general nature and level of work being performed by a person assigned to this position. It is not to be construed as an exhaustive list of all job duties assigned to or required of this position.