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. managers ensure the customer practice is engaging, efficient, and effective to meet the highest customer service quality standards. A manager – Customer Account Services may work in any of the following specialties/areas: Customer practice, Contacts, Bankruptcy, Collection Agencies, New Business, Shared Meter, etc.



What does a manager – Customer Account Services do?

»Provides direct supervision of customer service employees including activities connected with contact center functions such as handling incoming telephone calls, credit and collections activities, consumer outreach correspondence, and maintenance of customer records

»Leads and coaches CSR teams to high levels of customer first contact resolution and proficiency

»Actively monitors CSR interactions with customers in all channels

»Plans, schedules, coordinates, and directs customer contact tasks

»Identifies and implements new business process changes to proactively prevent issues

»Completes and reviews monthly scorecards for all team members and provides feedback/coaching for improvement

»Responds to requests to work outside of normal work hours at times and completes on-call rotation

»Completes additional assignments as needed

»Supports storm/emergency restoration efforts



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

Required:

»Associate degree. In lieu of an Associate 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 at times

»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 call center environment


Applications will be accepted until March 14, 2023 . 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