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Kissimmee Utility Authority · 13 hours ago

Manager of Customer Service & Call Center

Kissimmee, FL

Full-time

Onsite

Mid, Senior Level

7+ years exp

Kissimmee Utility Authority is responsible for delivering essential utility services, and they are seeking a Manager of Customer Service & Call Center to oversee their customer-facing service functions. This role involves managing daily operations, ensuring high-quality service delivery, and collaborating with various departments to enhance customer experiences.

GovernmentPower Grid

Responsibilities

Directs and manages the daily operations of the Call Center, Lobby Customer Service, Reception, and Cashiering functions to ensure efficient, accurate, and high-quality customer service delivery across all channels

Provides leadership and oversight for on-site and remote customer service staff, ensuring appropriate staffing, scheduling, and deployment of a flexible workforce to meet service demands

Oversees cash management operations, payment processing, customer account accuracy (including delinquent accounts), and internal controls

Collaborates with Billing and Collections, Support Services, and Key Account Managers to support billing accuracy, payment arrangements, collection activities, and commercial customer needs

Resolves customer escalations, oversees customer correspondence, and participates in system enhancements related to CIS, call center platforms, and service technologies

Prepares and manages the division budget; recruits, trains, evaluates, and disciplines staff in accordance with KUA policies; oversees telephone system operations and messaging

Oversees contracted security guard services supporting customer-facing facilities to ensure a safe and secure environment for KUA employees, customers, the public, and KUA property

Coordinates with Security Guard Services to ensure compliance with contractual requirements, KUA policies, and operational protocols, and partners with internal stakeholders to address safety concerns, incidents, and service needs related to customer-facing operations

Partners with cross-functional teams to advance organizational objectives and represents KUA in meetings and performs related duties as required

Qualification

Call Center operationsCustomer service managementCash managementLeadership principlesCustomer information systemsOrganizational skillsTeam motivationVerbal communicationWritten communicationFlexibilityAdaptability

Required

Bachelor's degree from an accredited college or university in Business Administration, Management, Public Administration, or related field

Seven (7) years of customer service experience, including supervisory or management experience

Call center experience is required

Exceptional customer service skills

Comprehensive knowledge of Call Center operations, Lobby Customer Service and cash management functions

Strong understanding of leadership principles and customer service best practices

Strong organizational skills to effectively manage a high-volume, customer focused operation

Ability to complete work assignments accurately and on time

Ability to analyze business and operational data

Ability to plan effectively and exercise sound judgement

Demonstrated experience in supervising staff, managing performance and ensuring accountability across all levels of the team

Excellent verbal and written communication skills

Ability to handle customer interactions tactfully and professionally

Ability to establish and maintain effective working relationships with leadership, employees and the public

Ability to clearly teach, communicate, and transfer information to both superiors and subordinates

Demonstrated leadership capabilities including assessing and developing employees, coaching for success, motivating teams to achieve organizational goals, and fostering a professional and inclusive work environment

Demonstrate flexibility, adaptability, and the ability to shift priorities quickly in response to changing operational needs

Willingness to take on new initiatives and projects

Proficiency in computer applications, including Microsoft Office products and experience with customer information systems