Manager, Customer Contact Operations - Billing

Joining the Hope Gas team means being part of a company that truly values its employees and fosters a supportive and inclusive work environment. We have built a strong reputation in West Virginia by prioritizing our commitment to the local community and the well-being of our dedicated team. With the state's abundant natural resources and thriving energy sector, Hope Gas offers the perfect platform for ambitious individuals seeking career growth and stability. Not only will you find fulfilling career opportunities with us, but you'll also contribute to the sustainable growth and prosperity of West Virginia through our community engagement and environmental stewardship efforts. As we continue to deliver essential energy services to the region, we invite you to join us and become an integral part of our history, shaping our future together. Read more to discover the exciting possibilities waiting for you at Hope Gas!

Job Details Job Summary

Manages staff and allocation of resources for the operations of a customer contact and energy management organization to ensure customers receive prompt, courteous, and efficient handling of inquiries.

Duties include but are not limited to those included within this summary.

- Responsible for development, implementation, communication and achievement of short and long-term strategic goals and objectives.

- Leads the Oversees operating systems including policies, procedures, performance management and operating structure.

- Establishes and implements quality/attendance/service standards.

- Analyzes operations and efficiency of the contact center utilizing key performance metrics and customer feedback.

- Ensures adherence to company and governmental policies and codes of regulations by monitoring performance metrics and takes appropriate action to successfully resolve concerns and communicate standards.

- Responsible for identification of the key individual and team motivators and the implementation of employee engagement strategies to create an environment that fosters engaged employees.

- Manages performance and development of team members to ensure effective service delivery to customers.

- Implements programs, staffing plans, methodologies and metrics that ensure effective utilization of the department's labor and resources and achieves high levels of customer satisfaction.

- Oversees the contact center hiring process, including screening, interviewing, and hiring practices.

- Identifies group training needs and provides developmental opportunities and training to supervisors and staff and supports Customer Experience initiatives.

- Leads the team in a manner that is conducive to delivering excellent customer experience.

Key Responsibilities

Knowledge, Skills, Abilities and Experiences (Minimum Requirements)

The knowledge, skills, abilities, and experiences that are required for entry into this job include the following:

- Minimum 8 years of related experience required.

- Extensive knowledge of customer contact operations and energy management organization and related customer service activities.

- Knowledge of company policies and procedures, as well as government regulations including but not limited to (list compliance areas).

- Operational knowledge of other departments to include but not limited to Metering, Credit, Billing, Operations, etc.

- Must have excellent critical thinking, problem-solving, analytical and mathematical skills. Must have strong project management and organizational skills.

- Demonstrated ability to develop, implement, communicate, and achieve short and long-term strategic goals and objectives.

- Must be able to demonstrate safely achieving high quality results what contribute to the achievement of business and organization objectives.

- Must be able to contribute to and managed a budget. Utilizing financial information and practices to identify business realities and create sustained shareholder value.

- Attracting, developing, and retaining talent to ensure people with the right skills are in the right positions at the right time to achieve organizational results.

- Utilizing appropriate interpersonal styles and communications methods to build and maintain effective relationships with others.

- Strong interpersonal and communication skills in person, by phone, and in writing.

- Must have excellent knowledge of Computer software programs such as Microsoft Office products and Customer Experience systems.

- Must be able to demonstrate ability to influence, lead, direct, coach, mentor, train, develop, engage and management employees.

- Demonstrated ability to achieve planned results by decisions and actions based on professional methods, business principles and practical experience.

- Demonstrated ability to make recommendations/decisions regarding existing or new programs/initiatives that have significant impact to the business operations/outcomes.

Education (Minimum Requirements)

Education Level:

- If degree preferred, then the degree or an equivalent combination of education and demonstrated related experience are accepted in lieu of preferred degree.

- If degree is required, then the equivalency is not accepted in lieu of the required degree.

- Bachelor preferred in Business Administration

- Contact your HR Business Partner for other discipline(s) that may be substituted, if substitution permissible.

Working Conditions

- There may be additional working conditions that do not appear here.

- Office Work Environment 76 -100%; Travel Up to 25%;

Testing Required

No Testing Required

Note

: This and other duties as assigned in this Job Summary constitute the essential functions as required by the Americans with Disabilities Act.

At Hope, we offer a variety of plans and programs that reflect the wants and needs of our employees. As part of our mission to support our employees within the workspace and outside of it, we provide a comprehensive benefits package that offers health insurance including Medical, Dental, Vision, FSA and HSA with a company match. Income protection such as Company-Paid Life Insurance, Sickness Benefits, and more are also available. Hope Gas offers a 401(k) plan that incorporates a company contribution and a company match. Paid vacations, paid holidays, floating holidays and sick time are available alongside other lifestyle benefits such as Adoption Assistance, Auto/Home Insurance, Education Assistance Programs, and so much more! These benefits, programs and perks are offered to enhance your physical, mental, emotional, and financial wellbeing because here at Hope you are not just an employee, you are family.

Join our team because together we can accomplish a job worth doing, and a life worth living.