This position is responsible for overseeing JEA Customer Solutions Center. It provides leadership to ensure superior customer service to all walk-in customers choosing to do business in person. Assignments may be in the customer contact phone center, and the Customer Solutions Center., a JEA customer walk-in center. Will be responsible for JEA's 420,000 residential customers, 50,000 commercial/industrial/government customers, or both groups.
This position provides leadership in meeting JEA's customer satisfaction, employee engagement, and revenue and safety goals. The manager ensures the adherence to established policies, procedures, regulatory requirements and audit controls. This position is responsible for fostering an empowered and well-trained work environment that allows employees to provide a consistent customer experience. The manager leads the team to educate customers on energy and water usage, efficiency measures and the products and services best suited for them.
This position is visible and available to assist Customer Solution personnel. This position is a role model example for JEA's core values Safety, Service, Growth, Accountability, and Integrity.
- Possesses an adaptable communication style, both written and oral, which incorporates diplomacy, finesse, and professionalism on a wide range of customer issues
- Demonstrates customer focus through active listening, questions with the goal of understanding, sets and manages customer expectations, and tactful and timely handling of customer complaints
- Understanding of JEA policy to effectively formulate viable responses and solutions to more complex issues
- Prepares trend and data analysis reports on investigation and collection activities.
- Responds to customer concerns referred from executive management, the Board of Directors, state, county, and local agencies.
- Ensures fiscally responsible staffing and vendor contracts to deliver and manage day to day operations and resources.
- Plans, organizes, trains, coaches, directs, and evaluates the performance of assigned team, establishing performance requirements and personal development targets; monitoring performance and providing coaching for performance improvement and development and disciplinary notices as required.
- Prepares and delivers performance appraisals
- Responsible for effectively managing team dynamics (relationships, morale, communications, etc.) to enhance employee job satisfaction and performance
- Assists new employees with training.
- Responsible for emergency operations during storm or other crisis events.
- Responsible for leading continuous improvement efforts.
- Responsible for the oversight of the cashiering function, daily transaction reconcilement and vault auditing processes.
- Responsible for ensuring direct reports follow credit and collection policies to achieve JEA financial goals
- Responsible for ensuring the Customer Solutions Center and vaults open and close in accordance with Center business hours.
- Maintains proper drawer and vault cash levels, including ordering coin and currency.
- Responsible for enforcing dual control procedures at all times.
- Maintains security procedures to protect the team and Customer Solutions Center against criminal acts.
- Performs pre-audits to ensure ongoing adherence with compliance procedures.
- Ensures audit controls are followed to protect the organization from risk and exposure.
- Assists with customer transactions during peak periods.
- Always ensures adequate employee coverage.
- Responsible for ensuring direct reports are fully informed of all critical communications and procedural changes
- Available to work nights and weekends, as well as unscheduled hours in response to large system outages caused by storms and other events
- Provides leadership in meeting JEA's safety goals
- Provides and maintains service level agreements to meet or exceed customer needs
- Demonstrated ability to translate analytical results into implementation plans
- Understands basic needs and desires of commercial, industrial and residential electric and water and wastewater customers
- Knowledgeable in providing solutions regarding general inquiries, billing, service outages and risk management
- Demonstrated ability to operate effectively in highly stressful situations
- Demonstrated expertise in Customer Relationship Management (CRM) best practices, policies and guidelines
- Excellent verbal, interpersonal, and written communication skills
Education: Bachelor of Arts in Business, Management or related field required.
Experience: Seven (7) or more years of progressively responsible experience in customer service related activities with emphasis on customer service, credit/collections, risk assessment and retail preferably in the utility industry, and a minimum of three (3) years in a managerial role.
License/certifications/registrations: A valid driver's license is required prior to appointment and must be maintained during employment.
* The minimum salary for this position is $94,500 annually. Total compensation is commensurate with education, licenses, certifications, skills, and experience.
This is a high visibility position and will require strong skills in business decorum and customer facing interactions. This position manages and safeguards large sums of cash and checks and hundreds of transactions in the JEA Customer Solution Center as well as a team of Customer Advisors and Customer Care Group Leader. The Center handles and safeguard large sums of cash and serves customers with routine and complex service matters. The Center employees are the direct interaction point for all customers, visitors and officials who enter JEA headquarters.
Bachelor's Degree or above
JEA is an equal opportunity/equal access employer and considers all applications for employment without regard to race, color, sex, gender identity, sexual orientation, marital status, national origin, disability/handicap, Veteran status or any other protected group status under Federal, State, and local law. JEA provides reasonable accommodation to qualified individuals with disabilities, in accordance with applicable law.
In agreement with Federal law, it is the policy of JEA to employ only U.S. citizens and aliens lawfully authorized to work in the United States. If hired, proof of employment eligibility will be required. JEA only hires qualified candidates who are at least 18 years of age.
Completing an application does not constitute an implication, promise or guarantee of employment with JEA. If chosen for a position, all employment terms are governed by applicable pay plans, collective bargaining agreements, Civil Service and Personnel rules and regulations, as well as company management directives.
By submitting an application, you hereby certify that this form contains no willful misrepresentation or falsification; that information given by you is true and complete to the best of your knowledge and belief. Be aware that should an investigation of your employment, at any time, disclose any such misrepresentation or falsification, your application may be rejected, your name may be removed from the employment list and you may be disqualified from applying in the future for positions with JEA, and/or your employment with JEA may be terminated.
