QUADVEST LP

Customer Care Back Office Supervisor

Greater Houston

full time

On-site

Utilities

About This Job

The Customer Care Back Office Supervisor is responsible for overseeing billing and new taps aspect of Customer Care Department. This includes scheduling work schedules, handling complaints, and providing feedback to staff about their overall performance.

Essential Duties & Responsibilities

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Supervise and coordinate daily activities of the Customer Care back-office team.

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Plan, prepare, and devise lunch/work schedules, according to workload and vacation/personal days.

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Train, instruct, and monitor employees’ adherence to “best practices” to ensure efficient work and minimal billing errors.

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Understand and abide by PUC Chapter 24 rules and the Quadvest tariffs

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Verify coordination of third-party billings for damages caused by Quadvest or damages caused to Quadvest assets.

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Handle escalated complaints from staff, customers, and external vendors.

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Track and maintain schedules including time off requests.

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Provide feedback regarding job performance to both employees and the Director of Customer Care

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Work closely with Customer Care Director to meet team/company initiatives.

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Monitor tariff and pass thru fee changes, update rates in billing system and test for accuracy.

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Create policy and procedures for the customer care department.

Key Performance Indicators

1. Direct the attainment of key performance indicators including service level agreements for department responsibilities, billing accuracy, and service order accuracy.

Qualifications

Education & Experience

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Bachelor’s Degree or equivalent.

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Minimum of 3 years prior billing experience required.

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Minimum of 2 years prior supervisory experience required.

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Prefer Utility and billing background.

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Strong business acumen.

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Strong demonstrated sense of urgency.

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Ability to prioritize and work in a fast paced, ever-changing environment.

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Positive attitude.

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Ability to multi-task and self-manage day to day responsibilities.

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Demonstrated follow through and attention to detail.

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Proficient in all Microsoft Office Suite products.

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Excellent communication skills both verbal and written with both internal and external customers.

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Ability to elicit cooperation from a wide variety of sources, including management, clients, and peers from other departments.

Language/Math/Reasoning Ability

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Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

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Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

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Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

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Computer Skills

Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.

Physical Requirements

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Light physical activity performing non-strenuous daily activities of a clerical nature.

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Exerting up to 10 pounds of force occasionally to lift, carry, pull, or otherwise move objects.

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Manual dexterity sufficient to reach/handle items and work with the fingers.

Working Environment

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Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.

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Moderate noise (examples: business office with computers and printers, light traffic).

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Infrequent overnight travel by land and/or air.

Customer Care Back Office Supervisor

About This Job

Essential Duties & Responsibilities

Key Performance Indicators

Qualifications

Education & Experience

Language/Math/Reasoning Ability

Physical Requirements

Working Environment

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