Supervisor, Customer Care & Payment Center

Overview:

Cobb EMC has an exciting opportunity for a Supervisor, Customer Care & Payment Center to oversee the handling of customer inquiries, payments, deposits, and account records and to ensure satisfactory customer service

Schedule: Monday- Friday 8am-5pm (This position is in the office 5 days per week)

Benefits:

- Company paid Health Insurance Premiums!

- Insurance is effective your first day of employment

- Retirement Security Pension plan!

- Automatic 7% Company paid contribution to 401k with additional matching!

- Annual Bonus Program!

- Tuition and Certification reimbursement!

- Learn more HERE

To learn more about Cobb EMC visit our website at www.cobbemc.com

Responsibilities:

What you will be doing:

Customer Inquiries

- Ensure that customer inquiries are promptly, courteously, and professionally addressed

- Ensure that all inquiries are handled to completion with fair and equitable treatment to all customers

- Minimize inquiries forwarded to higher management for final decision, approval, or response

- Supervise high resolution and complex customer contacts from Call Center and Customer Service

- Verify that customers are informed about corporate policies and procedures and billing options

- Ensure Customer Service effectively promotes products and services offered by Cobb EMC and affiliate businesses

- Direct response to correspondence received on billing issues, service applications, service quality, and payments

- Ensure walk-in customer inquiries are resolved in an effective and timely manner

- Evaluate and determine when an energy audit is necessary

- Oversee pay arrangements on past due accounts and credit card payment processing

- Facilitate cooperation between Customer Care employees and Call Center employees

- Recommend changes to policies and procedures to improve customer service

- Work extended hours during high call volume periods (as required)

- Work extended hours and/or weekends during Outages (as required)

- Respond to request for assistance with call volume generated during Outages occurring outside of normal business hours

Reports and Customer Account Information

- Verify proper computer file development, account number assignment, membership fees, service charges and deposits, custodianship and maintenance of deposit records, and service order processing

- Verify any arrears due corporation are analyzed and charged to accounts when processing service applications

- Verify customer accounts are set up on bank draft, credit card auto debit, budget billing and/or levelized billing according to customer request; verify accounts on these services are reviewed and maintained

- Ensure health alert status on customer accounts is properly set up and maintained

- Ensure electronic payment posting errors are resolved

Supervision

- Handle all aspects of employment for subordinate staff, including hiring, promotion, training, and termination

- Appropriately document actions in employment issues

- Coach and direct learning through direct involvement and reinforcement

- Analyze and manage daily workload and schedules

- Monitor performance and conduct performance planning and review sessions

- Ensure fair and consistent treatment of departmental employees

- Actively support the efforts and intent of Equal Employment Opportunity

Qualifications:

Minimum Requirements:

Associates Degree in Business Management or a related field, or equivalent experience

Minimum four years experience as Customer Care & Payment Center Representative or equivalent

Excellent knowledge of customer applications, billing procedures, and electric billing rates and structures

Previous supervisor/leadership experience

SKILLS:

Excellent oral and written communication skills, interpersonal skills to interact with customers and employees

Demonstrated proficiency in effectively conducting customer interviews and addressing and resolving inquiries

Good mathematical and analytical skills for bill calculation

Adequate 10-key calculator and data entry skills, proficiency with personal computers

PREFERRED:

Previous utility industry experience in a public contact position

CORE Values:

Put People First

Care, listen and connect. Think team, not self. Respect and value differences.

Stay Safe

No shortcuts. See the big picture, no tunnel vision. Look out for each other

Innovate

Embrace change. Think big and bold. Be part of the solution.

Own It

Own your attitude, actions and words. Find a way. No BCD. Never stop learning.

EOE/Disability/Vets/Drug-Free Workplace