Manager Customer Contacts (Residential)

Description -

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

Qualifications -

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.*