Supv, Customer Contact

Berkshire Hathaway Energy•Reno, NV

1d•Onsite

About The Position

Oversees and supervises contact center activities. Manages processes that impact company revenue, write offs and credit and collections. Interacts with regulators and auditors on a regular basis. Ensures compliance with corporate policies and procedures, legal and regulatory requirements and generally accepted business practices.

Requirements

Bachelor’s degree from an accredited school plus 5 or more years of related experience in customer service.
Candidates that do not possess a bachelor’s degree must have a minimum of 9 years of related work experience in customer service.
Demonstrated knowledge of existing Customer Information System.
Demonstrated working knowledge of Collective Bargaining Agreement.
Demonstrated negotiation, problem solving, communication, leadership and motivation skills.
Demonstrated time management organizational skills.
Demonstrated background in contact centers and systems such as Workforce Management.

Responsibilities

Ensures timely and professional assistance to Company customers via phone, email, chat, and social media.
Oversees social media channels in the absence of Customer Service Representative (CSR) coverage.
Responsible for email Quality Assurance (QAs).
Supervises all collection efforts through the contact center’s communication channels with emphasis on fraudulent account activity, secure customer payments with the intention to reduce write offs and account for company reserve rate.
Interfaces and is responsible for all contact center systems.
Troubleshoots CSRs’ computer and audio issues and in charge of replacing equipment as needed.
Resolves escalated, challenging and/or customer situations and interactions.
Responds to leadership email inquiries, including those channeled from media and government entities, referrals.
Directs support for Public Safety Outage Management (PSOM) events including green cross customer interaction.
Supervises the day-to-day activities relating to employee performance metrics.
Ensures all guidelines and policies are followed under the bargaining unit contract.
Engages proper personnel in gas and electric emergencies including truck roll requests.
Oversees seasonal outsource provider.
Hires and trains associates to ensure professionalism and customer service.
Monitors and coaches’ employees to maintain a professional customer service including entering and processing Learning Engagement Opportunity (LEO) forms and Human Performance Improvement (HPI) investigations.
Monitors several recorded calls of employee and customer interactions and meets with direct reports to share observations and provides feedback and direction based on monitoring sessions to ensure credit and collections policies are followed and improve agent practices to reduce fraudulent activity.
Assists contact center personal with procedural inquiries, and pending payment cancellation requests.
Assists with shutting down SCAM numbers.
Ensures appropriate scheduling and staffing levels.
Continuously monitors these levels to avoid customer complaints.
Monitors call-out on the Sick Line calls and responsible for updating CSR schedules.
Provides daily and monthly reports reflecting call volume and performance, orders processed by fax and email, quality monitoring results and attendance activity as it relates to direct reports.
Leads and facilitates cross-functional assignments with Billing and Credit.
Analyzes business processes and implements improved procedures.
Responsible for supporting the Customer Information System (CIS) team on major initiatives impacting change to the Banner CIS system.
Oversees budgets that are assigned to area of responsibility, tracks and maintains monthly expenditures.
Maintains strong working knowledge of current customer service policies and procedures, recommends improvements/enhancements as needed.
In various settings will train material.
Monitors and enforces all compliance requirements for area of responsibility.
Ensures all compliance aspects of position are known and followed; understands and complies with all policies, codes and regulations applicable to position and company.
Performs related duties as assigned.