Platzhalter Bild

Manager Customer Contacts (Residential) bei JEA

JEA · Jacksonville, Vereinigte Staaten Von Amerika · Onsite

Jetzt bewerben

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.

 

Jetzt bewerben

Weitere Jobs