One Gas Manager - Contact Center in Topeka, Kansas
Manager - Contact Center
Job ID: 1531
Functional Area: Customer Service
Position Type: Full-Time Regular
Relocation Provided: No
Location: Topeka, KS
Department: CUSTOMER SVC
Internal / External: Internal and External
Experience Required: 3 - 5 Years
Manages customer accounting operations; which could include billing, payments, credit, and collections.
Supervise and assist customer accounting employees related to:
Customer account corrections
Service order exception processing
Detailed responses to regulatory agency
Preparation of collection reports
Collections, charge-off and recovery analysis
Billing and meter reading exceptions
Call tracker analysis
Oversee collection trends
Oversee customer accounting activities including, but not limited to:
Business center operations
Outside service contractor relationships
Cash remittance processing
Bad debt collections
Use of technologies
Customer Relationship Management CRM
Rate jurisdiction identification and corrections
Tax reviews and all accounting adjustments
Electronic Work Queue (EWQ)
Oversee and/or direct development of supervisory and employee coaching/training benchmarking techniques and strategies.
Advise and assist employees, customer, governmental representatives, telephone representatives, vendors and others on issues such as customer service policies and procedures, billing/service requirements, and complaint resolution.
Resolve customer billing problems and account issues.
Develop and implement customer service policies and procedures to ensure efficiency and cooperation between customer service field operations, local offices, and Information Center.
Participate with the implementation of customer programs. Advise and guide field personnel on customer service policies and procedures.
Monitor, analyze, develop, and prepare information including but not limited to:
Departmental production reports
Departmental goal setting and performance reviews
Responses to customer correspondence
Responses to union grievances
Standardized customer service correspondence and forms
Course outlines and training materials
Regular and reliable attendance is required in performance of job.
Employee may be required to perform additional duties as assigned.
Preferred Bachelor's Degree business administration, accounting, related field or an equivalent combination of formal education and the following job-related experience:
Experience with and thorough knowledge of customer service policies and procedures and billing activities.
Knowledge of gas operations and utility business.
Experience with application of general math and statistical analysis.
Experience in use and function of office equipment including computers and applicable software.
Experience and/or training related to:
Customer Service Systems (CIS)
Utility rates and regulatory
Credit and collections
Customer Billing and Payments
Experience reading, analyzing, and/or understanding rate tariffs, terms and conditions, union contracts, government regulations, business journals, trade publications, credit reports, company news, customer correspondence, and company policies and procedures.
Experience composing and preparing internal and external correspondence, budgets, collections reports, and analysis.
Experience leading, directing, training, and/or supervising.
Demonstrated ability to read and write fluently in English.
Experience with financial decision making
Minimum Applicable driver's license
Ability to travel as needed
Communicate and/or exchange information with internal and external personnel
Visual abilities sufficient to perform job duties.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.