Supervisor, Customer Contact and Revenue Management

Under limited supervision of the Manager, Customer Service, oversees the daily operation of the Revenue Management and Customer Contact groups. Primary function is to ensure customer inquiries, concerns and services are being met in an efficient manner in accordance with established policies and procedures. Assists the Department Manager with long-term management functions.

+ Overseeing and providing guidance to supervisor responsible for revenue management activities to include billing, collections, payment processing and service applications. + Overseeing and providing guidance to the supervisor responsible for customer contact operations to include call center, portal, email, and written interaction. + Responding verbally and in writing to sensitive and complex customer inquiries. + Conducting performance evaluations, interviewing for staff vacancies, and preparing personnel actions. + Evaluating and directing training programs for the revenue management and customer contact groups. + Developing and implementing Departmental standards for quality control in relation to revenue management and customer contact operations. + Assisting in evaluating and improving the operational efficiency of the department. + Identifying and planning the implementation of business process improvements. + Researching, analyzing and planning the implementation of new technologies to improve operational efficiency. + Analyzing and suggesting improvements in departmental structure and staffing. + Acting on behalf of the Manager, Customer Service as required. + Performs other duties as assigned or required.