Contact Center Supervisor

Company: Ozarks Electric Cooperative

Updated: 12/26/2019

Description:

POSITION SUMMARY This position is responsible for overseeing the direct contact with members/customers as it relates to services, billing, collections, payment arrangements, issue resolution, and technical support. The position ensures organizational goals of Ozarks Electric and OzarksGo are met through daily operational policies and procedures. The position is responsible for the supervision of all member relations and technical support representatives in the Fayetteville office contact center. REPORTING RELATIONSHIPS Reports to: Manager of Member Relations Supervises: Member Relations and Technical Support Representatives in the Fayetteville office Contact Center MAJOR RESPONSIBILITES Supervises the activities and functions of the member relations and technical support representatives in the Fayetteville office contact center. Takes a proactive and corrective action to resolve member/customer issues and questions about service. Processes appropriate member/customer requests pertaining to their electric and/or OzarksGo accounts. Monitors member/customer contact through contact center via quality assurance process. Assists workforce management in staffing according to forecasted call volume as well as assisting with monthly scorecards. Assists in member/customer conflict resolution as needed. Assists in developing and maintaining policies and procedures governing the member service and accounting functions, consistent with the requirements of the Arkansas Public Service Commission. Responsible for coaching member relations and technical support representatives and maintaining coaching logs. As a member of the supervisory/management team, this position is responsible for the provision of a full range of supervisory activities including, but not limited to the selection, training and evaluation of section personnel, planning and the completion of special projects as delegated. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities. The Member Relations Supervisor shall be required to perform any other duties assigned to fulfill the objectives of the Cooperative and OzarksGo. EXTERNAL RELATIONSHIPS Residential and Commercial customers. Arkansas Public Service Commission officials. Collection Agencies Human Services Agencies POSITION REQUIREMENTS Job Knowledge, Training and Experience: Requires high school diploma or equivalent, bachelor's degree preferred. Five to seven years of experience in customer service or related may be substituted for education. Experience includes working with the public, customer accounting, organizing department work efficiently and supervising employees. Equipment Operated: Operates office equipment and computers. Abilities and Skills: Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans. Requires ability to effectively present information, orally and written, and respond to questions from clients, customers and general public. Must be able to prepare paperwork with a high degree of accuracy and attention to details. Requires ability to meet deadlines under pressure. Must be able to deal with a variety of people in varying situations with tact and diplomacy. Physical Effort: Must be able to perform all activities listed in the job description with or without reasonable accommodation. Working Conditions: This position is performed in an office environment with some irregular work hours. Some travel is required inside and outside the Cooperative service area. For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website. https://www.applicantpro.com/j/1286288-126771