Thorough knowledge of local policy and state statutes regarding utility billing and collection services.Leadership and teamwork skills to develop and promote cooperative working relationships within and among departments.Communication and interpersonal skills to communicate expectations, coach employees, provide feedback, and work collaboratively with other departments.

Supervisory skills including the ability to implement action plans for achieving objectives and to oversee daily operations.A minimum of six years experience in a customer service environment.Bachelor s Degree in an applicable field or the equivalent combination of education and experience.Utilize the capabilities and functionality of word processing, outlook, spreadsheets, SAP, GTx, CSS, eQuality and other technologies.Consult with internal and external customers working with all levels of an organization including people with different styles and backgrounds.Manage large-scale projects including new business and implementation of new center technologies.Serve as a liaison between customers and various company departments.Apply principles and best practices to achieve total customer satisfaction and telephone statistical and corporate leadership goals.Develop and implement customer service work guidelines and company policies to customer service agents and teams.Facilitate meetings to communicate key messages to customer service agents.Conduct daily team briefings and demonstrate a high level of energy, commitment, and motivation toward achieving targets.Identify and resolve all disciplinary and performance issues within the team so that customer satisfaction remains high, driving towards the complete elimination of complaints.Serve as first level resource for customer service agents.Coach, develop, mentor, lead, and motivate customer service agent teams to achieve optimum performance and comply with all company policies and procedures.Establish career development plans for customer service agents, evaluate performance, and provide ongoing feedback.Coordinate utilities rate refunds, notification of customers, reconciliation of accounts.Monitor correspondence and claims in connection with bankruptcies and estates.Monitor delinquent closed accounts and authorize assignments to collection agencies.Assure credit collection policies are consistent with sound business and financial policies, and comply with City, State, and Federal rules and regulations throughout the six-state service territory.Monitor customer account balances for utilities services and collection procedures.Handle extremely difficult customer situations involving account disputes, collections, and electric turn-offs for delinquent accounts.Ensure timely reconciliations of accounts related to customer and delinquent accounts.Implement production, productivity, quality, and customer-service standards resolve problems identify billing system improvements. Meet billing operational standards by contributing billing information to strategic plans and reviews.Recommend and assist in the implementation of goals and objectives implement policies and procedures. Monitor operations and activities of utility billing services recommend improvements and modifications and prepare various reports on operations and activities.Oversee the activities of the customer service agents and billing, credit, outage and new service work streams.Promote a customer first culture and commit to delivering outstanding results for customers.

Rocky mountain power careers