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Customer Service Supervisor
2 months ago
Job Summary
The MEARIE Group is seeking a highly skilled and experienced Customer Service Supervisor to join our team. As a key member of our operations team, you will be responsible for overseeing the day-to-day operations of our customer service department, including managing the performance of our outsourced contact center and ensuring that key performance indicators (KPIs) and standards are met.
Key Responsibilities
- Develop, implement, and manage systems related to customer operations, aged accounts, and ensuring business requirements are met;
- Track and analyze leading and lagging KPIs in support of monthly operational scorecard review;
- Participate in the evaluation of processes, procedures, and work methods to identify, recommend, and/or implement improvement opportunities, including system enhancements, which maximize results and enhance the customer experience;
- Interpret, build upon, and comply with industry quality assurance standards;
- Monitor all customer service interactions to assess demeanor, technical accuracy, performance, and conformity to company policies and procedures;
- Identify and action training needs to ensure quality, customer satisfaction, and compliance;
- Receive customer service escalations, determine facts, and resolve in a timely and professional manner in accordance with company policies;
- Review delinquent accounts and take timely and appropriate action to reduce collection risk and maximize total collections;
- Track all aged accounts activity in a concise and accurate format;
- Use data to glean insights and information that enable evidence-based decision making on operational activities, customer experience, and aged accounts;
- Collaborate with IT to assist in the implementation of systems that support the customer service model;
- Collaborate with other departments and manage vendors to ensure the Customer Service key performance indicators and strategic objectives are met;
- Assist in developing process controls required to ensure adherence to regulatory compliance with billing and collection processes;
- Maintains working knowledge of regulatory requirements as it pertains to customers, and keeps informed of changes to policies, procedures, reporting requirements, and regulations to ensure compliance;
- Other duties as assigned.
Requirements
- Post-secondary education in Business Administration or a related field;
- Minimum of 5 years' business experience predominantly in a utility environment;
- 5 years progressive experience in a customer service environment preferably in a Supervisory role;
- Knowledge of customer service processes both functional and technical;
- Strong planning, organizational, and time management skills;
- Operational experience in a contact center or accounts receivable operations is a strong asset;
- Broad experience in business, customer service, and working knowledge of most aspects and best practices of a utility (preferred);
- Exceptional interpersonal and communication skills (written, verbal, presentation);
- Demonstrates ability to develop and maintain effective relationships with internal and external customers and stakeholders;
- Demonstrates ability to multi-task, adapt to on-going change, and work in a fast-paced environment;
- Strategic thinker; proven organizational and analytical skills;
- Superior organizational, problem-solving, and decision-making skills;
- Fast learner and accepting of change;
- Management and motivational skills;
- Advanced computer skills in MS Office (Excel, Word, PowerPoint, Outlook, Visio);
- Familiarity with customer needs assessment and evaluation of customer
What We Offer
The MEARIE Group offers a dynamic and collaborative work environment with a focus on work-life balance. We provide opportunities for professional development and growth within the company, as well as a competitive salary commensurate with experience.
