Manager Customer Contacts

JEA•Jacksonville, FL

10d•Hybrid

About The Position

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.

Requirements

An associate’s degree in business, management or related field required
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.
A valid driver's license is required prior to appointment and must be maintained during employment.
Employees must 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).
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
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

Nice To Haves

A bachelor’s degree or higher preferred
Bilingual English / Spanish proficiency may be required depending on assignment.
Familiar with latest technologies in call processing, routing, customer contact management, workflows, operational efficiency, and personnel scheduling
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

Responsibilities

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