manager - Customer Account Services

manager - Customer Account Services

Benefits :

»Competitive compensation

»Medical, dental, and vision insurance

» 401(k) retirement savings plan with substantial company match

»Life and travel insurance

»Tuition assistance

»Wellness reimbursement program

»Paid holidays and vacation





What is a manager – Customer Account Services?
A manager – Customer Account Services works in the Customer Account Services Group and provides direct supervision to customer contact employees in our contact center. You would play a crucial function in managing and superviseing the operations of the contact center and ensuring that the customer practice is engaging, efficient, and effective to meet the highest customer service quality standards. managers play a key function in employee development to meet the highest level of employee engagement.



What does a manager – Customer Account Services do?

»Lead, coach, mentor, train, and support customer service employees connected with the contact center which includes:

»Track employee attendance

»Conduct Quality Monitoring and Quality Assurance

»Conduct one-on-one coaching for employees

»Conduct monthly team meetings

»Provide escalated customer contact support

»Monitor and support operations that align with Key Performance Indicators (KPI) to meet or exceed the contact center targets for service level and customer practice

»Drive employee engagement

»Identify and implement new business process changes to proactively prevent issues

»Conduct interviews for prospective employees

»Support storm/emergency restoration efforts during and outside of normal business hours

»Complete additional assignments as needed



What does it take to be a manager – Customer Account Services?

Required:

»Associates degree in Business, Social Science, Accounting, Management, Communication or significant field, and at least 3 years of work practice in a customer service-related function/function. In lieu of an Associates degree, a high school diploma or equivalency degree and at least 5 years of previous work practice in a customer service-related function/function

»Strong computer literacy including proficiency with Microsoft Office Suite (e.g., Word, Excel, PowerPoint) and the capability to lgain new computer software programs quickly

»Excellent written and verbal communication expertise to satisfy customer inquiries, concerns, and requests

»Strong attention to detail, organizational and time management expertise to effectively manage multiple priorities and deadlines

»Must be customer-focused, self-motivated, and possess strong decision-making and critical thinking expertise

» capability to resolve customer concerns and issues while maintaining a professional and calm demeanor

»Flexibility to work outside of normal business hours on a rotational basis

»Valid driver’s license



Preferred:

» practice supervising and leading a team, coaching, and mentoring employees; practice managing union personnel

» practice working in the regulated electric and/or gas utility industry

» practice and/or proficiency with SAP

» practice in a contact center environment


Applications will be accepted until December 1, 2023 .
Pay Range: $89,100-$124,700
Please go to Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position. Applications sent via e-mail and US Mail will not be accepted. No phone calls or agencies, please. All replies will be held in strict confidence.
All qualified candidates will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, discapability, or protected veteran status. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.



VEVRAA FEDERAL CONTRACTOR