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Member Relations Control Center Supervisor
Location:
Johnson City, TX
Description:
37.91 Minimum Starting Base Pay* + KPI Bonuses + Competitive Benefits Qualifications may warrant greater starting base pay within the full pay range. Individual base pay is determined by experience, job:related skills, and relevant education or training. PHYSICAL OFFICE LOCATION: PEC Headquarters : 201 South Avenue F, Johnson City, TX 78636 Hybrid work options available Position Summary This position is responsible for maintaining accurate records of member interactions and transactions regarding billing, service orders, collections, metering and light inventory in support of the Cooperative's strategic initiatives. Essential Duties and Responsibilities :Lead and manage the Member Relations Control Center team, ensuring adherence to quality standards, deadlines, and proper procedures, while supervising and correcting errors or problems as needed. :Implement corporate and departmental policies, procedures and service standards :Read, interpret, apply and explain the Cooperative's tariffs, business rules and bylaws :Develop and approve work schedules, priorities, procedures and standards for the department's daily work and special projects :Propose innovative ideas to improve efficiencies and performance :Analyze various billing error reports and make corrections to or provide guidance to correct billing and order issues :Resolve complex billing, service, legal issues and escalations :Review meter reports for possible loss of revenue and provide loss prevention techniques and recommendations :Analyze data from computer information systems and provide resolution recommendations :Coordinate billing, account discrepancies, equipment and loss prevention activities with other Cooperative Departments :Manage inactive service locations with a meter installed and create service orders to remove equipment from the field :Identify inactive service locations disconnected for delinquent balances that have not been reconnected and create a site visit service order :Manage special projects that require cross functional engagement with key staff across the organization and external stakeholders :Monitor workflow and performance by gathering relevant data and producing statistical reports :Resolve issues associated with the management of contact center operations :Supervise data acquisition and aggregation for the completion of month:end reports and distribute to designated departments and leadership teams :Ensure continuous quality improvement in record integrity :Benchmark and identify key trends and emerging issues for management review :Coordinate the collections process with the Billing Supervisor :Serve as a WorkForce Management software team lead :Serve as the service orders lead for testing new customer information software releases and communicate release information :Research, recommend, and implement system improvements in customer service, billing processes, and software applications :Prepare management reports and trends in service order completion and asset management :Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes :Implement corporate and departmental policies, procedures, and service standards in conjunction with management :Evaluate employee job performance, discuss any issues to identify causes, and work collaboratively to resolve problems and determine appropriate actions :Oversee the on:boarding and training of new employees, including job duties and company policies, while recruiting instructing, and supervising subordinates to build a high performing team :Develop and review operating procedures :Develop and manage department budget :Establish work priorities and activities :Recommend promotions, transfers, hires and other discipli
Posted:
May 1 on Tip Top Job
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More About this Listing: Member Relations Control Center Supervisor
Member Relations Control Center Supervisor is a Executive Supervisor Job located in Johnson City TX. Find other listings like Member Relations Control Center Supervisor by searching Oodle for Executive Supervisor Jobs.
Member Relations Control Center Supervisor is a Executive Supervisor Job located in Johnson City TX. Find other listings like Member Relations Control Center Supervisor by searching Oodle for Executive Supervisor Jobs.