Manager Customer Contacts

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