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  Salary: $23.83 - $34.55 Per Hour
Position Type: Full Time
Close Date: Until Filled
Minimum Training & Experience

A high school diploma supplemented by two or three years of call center, customer service, and clerical experience. Three years of experience assessing and meeting the needs of customers and/or problem solving preferred. One year of leadership experience required. The equivalent combination of education and related work experiences may be considered.

Desirable Knowledge, Skills, & Abilities

• Knowledge of supervisory principles; practices, and techniques.

• Knowledge of utility customer service best practices, policy and procedures, and problem resolution methods.

• Knowledge of utility billing/customer information systems (CIS) and balancing to include peripheral systems (IVR system, online gateways, payment interfaces, meter reading software/systems, etc.).

• Knowledge of customer problem/complaint resolution principles and practices.

• Knowledge of basic mathematical concepts; basic accounting and budgeting principles.

• Skilled in monitoring the work of customer service staff, analyzing billing data and writing reports for management.

• Skilled in supervising, performance monitoring, and evaluating staff while providing motivation, coaching and mentoring.

• Ability to use a computer and related software applications.

• Ability to perform mathematical calculations.

• Ability to communicate and carryout the goals and objectives of the division.

• Ability to prioritize and assign work, and perform a wide variety of duties simultaneously with a requirement for accuracy and speed under the pressure of time-sensitive deadlines.

• Ability to provide customer service, investigate and resolve concerns and complaints.

• Ability to detect problems and offer a resolution.

• Ability to communicate and have excellent interpersonal skills to be able to interact with coworkers, supervisor, the general public, etc. in order to exchange or convey information and to receive work direction.

Specific Duties

• Provides excellent customer service to both internal and external customers.

• Supervises the Customer Service area including the call center.

• Serves as a subject matter expert for Customer Service related issues, including customer complaint resolution.

• Supervises staff to include: prioritizing, assigning and monitoring work; coaching and conducting performance evaluations and following staff coaching and counseling n procedures; ensuring staff are trained; monitoring to ensure that staff follow policies and procedures; assisting in staff hiring;

• Provides coordination and oversight of resources including scheduling and supervision of work flow to ensure quality operations and adequate coverage. Develops, implements and updates procedures and practices to effectively manage customer service delivery.

• Continuously looks to improve operations by decreasing turnaround times, streamlining work processes, researching, evaluating, planning and implementing employee training, new policies and procedures, workflow and process analysis, and enhanced technology.

• Analyzes and prepares accurate statistics regarding operational efficiency and effectiveness; makes recommendations for service improvement and enhancement; develops and implements quality control procedures to evaluate customer service processes and employees' work.

• Provides pro-active performance planning; implement and achieve measurable performance goals and objectives; outlines professional development and success plans for staff and maintains effective and consistent one-on-one dialogue with all employees on a regular basis.

• Gathers pertinent facts and statistics, make thorough analysis, arrive at sound conclusions, and report research findings and recommendations in a clear, complete, and logical form.

• Participate in the analysis of utility billing related business processes and software systems and recommend changes; assist in the testing and implementation of new or upgrade of existing software systems and provides applicable training to staff.

• Handles the investigation and resolution of elevated customer concerns and complaints in a timely manner; assists customer service staff to resolve issues before they need to be elevated.

• Serves as liaison with department staff and representatives of other divisions and/or departments on administrative and operational matters; resolves operational problems related to customer service support function.

• Performs duties of subordinates as required during staff shortages.

• Performs all other duties as may be assigned to meet organizational needs.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

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