Supervisor Information Center
Description
Supervises, directs, and trains employees in customer services inquiries, customer accounting, dispatching, and/or field functions in a centralized customer call center.
Detailed Description
1. Supervise and direct employees performing activities relative to:
? Answering customer inquiries (telephone, web and written)
? Establishing customer accounts
? Accepting/posting customer payments
? Researching and reconciling customer accounts
? Establishing payment arrangements
? Analyze and direct workflow
? Ensure quality service
2. Advise and assist customers, employees, and others to resolve situations related to customer services policies and procedures, customer account inquiries, service requests, emergency situations, and scheduling.
3. Develop and conduct both individual and group employee training related to access and operation of CIS applications, customer relations, and related customer service programs.
4. Compile, verify, prepare, and/or approve information related but not limited to:
? Payment arrangements
? Service order
? Customer billing adjustments
? Work schedules/time sheets
? Service contracts
? Staffing needs
? Personnel information
? Customer correspondence
? Identify training needs and schedule training
? Monitor customer account activity
5. Coordinate activities between customer services sections and other functional areas, providing advice and direction related to customer services policies and procedures as needed.
6. Monitor and evaluate employee performance. Initiate recommendations regarding hiring, promotions, and discipline in accordance to company Policies as well as adherence to collective bargaining unit agreements.
7. Regular and reliable attendance is required in performance of job.
8. Employee may be required to perform additional duties as assigned.
Job Requirements
1. Knowledge of customer service policies and procedures related to Kansas Corporation Commission billing standards as related to customer accounting, dispatching, customer relations, meter reading, collections, and cash management.
2. Knowledge of customer service policies and procedures; experience researching and interpreting complex customer information.
3. Knowledge of operating and information technology policies and procedures as they relate to customer services activities.
4. Experience in use and function of office equipment applicable to position and applications such as Microsoft Office.
5. Application of math and algebraic formulas.
6. Demonstrated ability to train with relation to:
? Customer Information System (CIS) ? Screens and functions
? Field System (scheduling)
? Interpersonal skills/customer relations
? Supervisory skills
7. Experience training, directing, and supervising; demonstrated ability to apply personnel policies and procedures.
8. Experience reading and interpreting manuals, reports, budgets, governmental rules and regulations, contracts, correspondence, and complex customer account information.
9. Experience researching, composing, and preparing reports, budgets, financial information, and correspondence.
10. Experience interacting, advising, directing, training, and communicating effectively.
11. Experience analyzing and determining work schedules, appropriate staffing levels, equipment needs, and policies and procedures.
12. Demonstrated ability to actively participate in civic and professional organizations.
13. Experience preparing information and making presentations to individuals and groups.
14. Demonstrated ability to read and write fluently in English.
CERTIFICATION/LICENSING:
None required.
PHYSICAL REQUIREMENTS:
1. Mobility to travel in and around office surroundings.
2. Able to operate tools and equipment required.
COMMUNICATION REQUIREMENTS:
Communicate and/or exchange verbal and written information and instructions.
VISUAL REQUIREMENTS:
Sufficient to perform job duties.
Additional Details
Only applicants who meet minimum qualifications will be considered. Only those applicants considered for an interview will be contacted.
EEO/AA Employer
How To Apply
Minimum Salary 38777
Maximum Salary 77555
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