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Supervisor, Customer Operations and Escalations
2 months ago
We are seeking a highly skilled and experienced Supervisor, Customer Operations and Escalations to join our team at The MEARIE Group. As a key member of our Customer Service Team, you will be responsible for overseeing daily operations, customer escalations, and participating in projects to support business operations, maintain compliance, enhance quality, and monitor performance to improve the customer experience.
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.
- 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
- Opportunities for professional development and growth within the company;
- Competitive salary commensurate with experience;
- Dynamic and collaborative work environment with a focus on work-life balance;
