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Job Summary

Monitors and documents data to assist in analyzing and monitoring the quality of work performed, providing feedback, and analyzing root cause analysis. Applies knowledge/skills to a range of moderately complex activities. Proactively identifies solutions to non-standard requests and solves moderately complex problems independently; works with team to solve complex problems.

Key Accountabilities

• Analyzes data and assesses onsite/offsite activities, programs, and processes to provide comprehensive reports and make recommendations for improvement to management on a regular basis regarding productivity and work statistics.

• Identifies process breakdowns and makes recommendations on improvements

• Assesses customer service activities, such as bill adjustments, collections activities, bill printing, etc. that could affect productivity, satisfaction, or safety to ensure they are appropriately completed.

• Monitors and evaluates performance for customer contact interactions using designated systems and processes.

• Provides feedback and training to employees regarding work quality, processes, policies, procedures, and professionalism with customers.

• Inspects and monitors quality requirements in accordance with the company’s Quality Management System manual, policies, procedures, and program specifications.

• Observes work operations for compliance with applicable quality and safety regulations

Minimum Education and Experience Requirements

• High School Diploma or equivalent

• 3 years’ experience in a Customer Service-related field (i.e. telephone representative, billing analyst, RM&P, or in a meter reading field)

Other Qualifications-Preferred

• Bachelors’ degree

Other Requirements

• Familiar with the use and application of various billing, collection systems for managing outside collection agencies.

• Ability to interpret various reports and recognize trends and offer solutions

• Clear, concise communication skills

• Computer proficiency including Microsoft Office and Windows

• Occasional travel is expected for this position

• Ability to work independently with innovation and initiative

Contractor would also be responsible for

Weekly operational reporting

Weekly team huddle updates

Supporting our collection vendor campaigns, inquiries and requests for documents

Collaboration with accounts payable on collection vendor invoices

Investigating and resolving collection system defects

Collection process/data analysis