Manager Customer Contacts (Residential) bei JEA
JEA · Jacksonville, Vereinigte Staaten Von Amerika · Onsite
- Senior
- Optionales Büro in Jacksonville
This position provides leadership to ensure superior customer service to all phone-in, walk-in, mail-in and internet-active customers. Assignments may be in the customer contact phone center, a JEA customer walk-in center, or the outage center. Depending on assignment, may be responsible for JEA's 420,000 residential customers, 50,000 commercial/industrial/government customers, or both groups.
- Responsible for achieving continuous improvement in these Customer Relationship business metrics: (a) customer satisfaction, (b) average speed of answer (ASA), (c) customer contact center service levels, (d) cost per contact (e) First Contact Resolution
- Responsible for leading, coaching and directing assigned personnel to achieve desired productivity and service levels within established guidelines and operating procedures
- Responsible for assisting in implementing state-of-the-art technologies in call processing, business transaction processing and customer call routing to improve customer satisfaction and team productivity
- Responsible for monitoring and evaluating the performance of team members to identify coaching and training needs for performance improvement
- Responsible for administering coaching, training, and progressive discipline as needed to ensure team members deliver excellent customer service to JEA residential, commercial, and industrial customers
- Depending on assignment, in addition to supporting English speaking employees, the assigned position will support bilingual (Spanish/English) employees to include: handling Spanish language customer escalations, quality monitoring of Spanish language calls, Spanish language translations, Spanish language written correspondence and other duties as required providing a quality customer experience for Spanish speaking customers.
- Responsible for effectively managing team dynamics (relationships, morale, communications, etc.) to enhance employee job satisfaction and performance
- Responsible for working effectively with other customer contact managers to improve performance of entire Customer Relationships customer contact team
- Responsible for ensuring direct reports follow all credit and collection policies to achieve JEA financial goals
- Partners with Manager Customer Resolutions to ensure all escalated residential contacts achieve acceptable resolutions
- Partners with Manager Customer Resolutions to monitor the escalation process from his/her team and works with Residential Business management peers to minimize non-value-added escalations
- Responsible for managing and safeguarding of large sums of cash at autonomous JEA branch locations
- Responsible for ensuring estimated restoration times are managed, frequent service failures are addressed, and researching historical outage records as needed
- Responsible for ensuring direct reports are fully informed of all critical communications and procedural changes
- Thorough working knowledge of JEA's core businesses (electric, water, sewer), JEA's billing system, rates, and JEA's Outage Management Systems
- Solid understanding of Electric Distribution, Water/Sewer operation & maintenance and restoration processes
- Solid understanding of all JEA customer policies and procedures
- Managers in this position must also be available to work nights and weekends, as well as unscheduled hours in response to large system outages caused by storms and other events
- Demonstrated expertise in Customer Relationship Management (CRM) best practices, policies, and guidelines
- Demonstrated understanding of high-volume customer billing and information systems
- Familiar with latest technologies in call processing, routing, customer contact management, workflows, operational efficiency, and personnel scheduling
- Capable of empowering employees to make decisions and take ownership for issue resolution
- Demonstrated ability to translate analytical results into implementation plans
- Basic understanding of JEA's electric, water, and wastewater utility operations
- Working knowledge of JEA's rate tariffs
- Solid understanding of scheduling operations for a 24x7 work group
- Understands basic needs and desires of commercial, industrial, and residential electric, water and wastewater customers
- Knowledgeable in providing solutions regarding general inquiries, billing, service outages and risk management
- Demonstrated ability to understand and resolve external and internal customer issues
- Demonstrated ability to operate effectively in highly stressful situations
- Excellent verbal, interpersonal, and written communication skills
- Able to coach and motivate employees to achieve excellent performance
Education: Associate of Arts in Business, Management or related field required. Bachelor's degree or higher preferred.
AND
Experience: Five (5) years successful business experience with demonstrated experience in a high volume, multi-contact, customer service environment and/or financial branch management. Experience in Best in Class Call Center Management Practices.
OR
An equivalent combination of education, experience and/or training.
License/certifications/registrations: A valid driver's license is required prior to appointment and must be maintained during employment.
Dependent upon assignment, specialized recruitment may require bilingual English / Spanish proficiency.
This position requires that employees be in compliance with JEA procedure ES A0200 A0101 RS 628 Screening Personnel Risk Assessments (pre-hire for FACTA designations; pre-hire and recurring for CIP designations).
* The minimum salary for this position is $94,500 annually. Total compensation is commensurate with education, licenses, certifications, skills, and experience.
PHYSICAL REQUIREMENTS | ||||
Sitting | Up to 8 hours per day | Lifting | Up to 2 hours per day | |
Walking | Up to 5 hours per day | Up to 50 max. pounds ** | ||
Standing | Up to 3 hours per day | Pushing | Will not generally apply | |
Bending | Up to 3 hours per day | Up to 50 max. pounds** | ||
Squatting | Up to 2 hours per day | Pulling | Will not generally apply | |
Stooping | Up to 2 hours per day | Up to 50 max. pounds** | ||
Reaching | Up to 2 hours per day | Climbing | Up to 1 hour per day | |
Balancing | Up to 1 hour per day | Stairs | Up to 1 hour per day | |
Twisting | Up to 1 hour per day | Ladder | Will not generally apply | |
Crawling | Will not generally apply | Equipment | Will not generally apply | |
Kneeling | Will not generally apply | Outdoors | Will not generally apply | |
Unusual hearing or vision demands: | None | |||
Other physical demands or notes: | Normal sense of hearing and smell; normal range of motion; normal sense of balance. Perform work under noisy conditions. **JEA employees should not attempt to lift, pull or push a load in excess of 50lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position. |
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