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Mgr Customer Care (#4251)
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| employment-cso-dallas@atmosenergy.com |
| Mgr Customer Care |
| Dallas, TX |
BASIC FUNCTION:
Responsible for managing the organizations responses and resolutions to routine, non-routine, complex and escalated customer requests and issues which are referred to the customer care team.
PRIMARY DUTIES/RESPONSIBILITIES:
1. Works closely with the leadership to manage and resolve escalated customer issues and requests.
2. Manages division responses to customer complaints presented through various regulatory agencies, government offices and company executives.
3. Establishes and maintains a collaborative working relationship with various departments including, but not limited to legal, regulatory, operations, customer contact, customer service management and other staff responsible for customer-facing activities.
4. Establishes and maintains a positive working relationship with the staff at regulatory and government agencies who address consumer complaints and issues.
5. Receives escalated transactions and requests from customer contact centers, revenue management and field services. Ensures the team provides timely responses and communicates resolutions to customers.
6. Manages inbound and outbound customer correspondence. Ensures timely response and resolution to customer requests. Performs quality assurance for daily outbound correspondence.
7. Maintains expertise in customer information systems and knowledge of meter to cash policies and processes. Ensures team members are trained and proficient in applicable policies, systems and processes.
8. Identifies customer service and quality improvement opportunities and develops initiatives to address those opportunities.
9. Ensures customer account information in customer information systems is updated to reflect requests, correspondence and actions taken.
10. Keeps abreast of industry and regulatory trends and developments and ensures strategies are in place for process improvement, technology and/or compliance opportunities.
11. Prepares and presents management reports on escalated issues, resolution performance, trends, recurring issues, proposed improvements and policy/procedure changes.
12. Establishes and maintains functional area policies, procedures and controls to ensure accurate and timely customer billing.
13. Develops and monitors functional area budgets to ensure efficient utilization of resources. Plans and directs the achievement of area goals and objectives within established Company policies.
14. Maintains adequate staffing levels to ensure proper administration of activities. Selects, develops, motivates and evaluates the performance of assigned employees.
15. Performs other related duties as required.
EDUCATIONAL/EXPERIENCE LEVEL:
1. Bachelor’s degree in Business Administration, Liberal Arts or a related field and five years of progressively responsible supervisory experience, preferably in a customer facing function; or
2. A general educational knowledge acquired through a high school diploma or a General Equivalency Diploma (GED) and eight years of related supervisory experience as a supervisor, preferably in a customer facing function.
Resume Submittal:
CSO HR, P.O. Box 650205, Dallas, TX 75265-0205
An Equal Opportunity/Affirmative Action Employer, M/F/D/V
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