Collections & Customer Care Center Manager

Anchorage — Anchorage Water & Wastewater Utility; Anchorage (AK); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

The Municipality of Anchorage is seeking a supervisor for the Contact Center Accounts Services within the Anchorage Water & Wastewater Utility. You will supervise Account Representatives, review calls, ensure procedures, and maintain QA standards while following tariffs and MOA policies.

You will develop workflows, respond to escalated inquiries, and report on KPIs such as penalty adjustments and payment transfers.

Formación

• High school diploma, GED or equivalent and seven (7) years of experience in the field related to the position.
• Associate's degree in Accounting, Business Administration, Computer Information Systems, Finance or similar discipline and five (5) years of experience in the field related to the position.
• Bachelor's degree in Accounting, Business Administration, Computer Information Systems, Finance or similar discipline and three (3) years of experience in the field related to the position.
• Employment is conditional based on satisfactory background check which includes criminal, education, and employment history.

Responsabilidades

• Supervises and directs daily work activities of Account Representatives, including reviewing recorded calls, one-on-one meetings to ensure procedures are followed, exceptional service is provided and a high level of QA is maintained while following Utility Tariffs, MOA Policies and Procedures and Fair-Trade Debt Collection practices.
• Develop workflow procedures, create instructional materials and standard operating procedures for new and existing business applications for contact center employees.
• Coordinate, investigate and respond to escalated customer inquiries and complaints to find a solution and resolve customer concerns.
• Compile and report on metrics and Key Performance Indicators (KPI's) such as penalty adjustments, payment transfers, deferred payment arrangements, Coins Can Count Assistance Program, and bulk water services.
• Manage cash collection handling and training, along with cashier daily balancing.
• Monitor trends, target improvement and implement process improvement strategies to maximize efficiency, customer self-service, and exceptional call handling rates.
• Other duties as assigned.

Conocimientos

Experience in the field related to the

Educación

High school diploma or GED

Associate's degree in Accounting, Business Admin, CIS, Finance or similar

Bachelor's degree in Accounting, Business Admin, CIS, Finance or similar

Descripción del empleo

The Municipality of Anchorage is seeking a supervisor for the Contact Center Accounts Services within the Anchorage Water & Wastewater Utility. You will supervise Account Representatives, review calls, ensure procedures, and maintain QA standards while following tariffs and MOA policies.

You will develop workflows, respond to escalated inquiries, and report on KPIs such as penalty adjustments and payment transfers.