Customer Service & Billing Supervisor - Santa Fe, New Mexico

Santa Fe, New Mexico
16 Nov 2016
18 Dec 2016
Contract Type
Full Time
Responsible for supervising customer service and billing agents. Gives direction regarding project work, daily activities, and is the first escalation point for client issues.

Job Duties and Responsibilities
  • Responsible for supervising customer service and billing agents. Gives direction regarding project work, daily activities, and is the first escalation point for client issues
  • Maintains the daily operations of the Customer Service and Billing department
  • Monitors all customer service and billing activities and provides coaching as necessary
  • Conducts annual performance evaluations for all direct reports
  • Works closely with clients to monitor process requirements and suggest changes as needed
  • Responsible for documentation. Manages and communicates all documentation related issues to the department and project staff as well as the clients/customers
  • Answers questions, documents recommendations and implements corrective actions to address customer complaints and issues. Holds meetings, prepares and distribute appropriate communication documentation and performs follow-up to ensure that direct reports are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions
  • Determines work procedures, prepares work schedules, and expedites workflow
  • Supervise the work of employees performing office, administrative, billing and customer service work to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
  • Resolve customer complaints or answer customers' questions regarding policies and procedures
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
  • Review records or reports pertaining to activities such as meter usage or customer billing
  • Prepare and issue work schedules, deadlines, and duty assignments for department staff
  • Recruit, interview, and select employees
  • Interpret and communicate work procedures and company policies to staff
  • Lead small projects and implement project wide changes
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action
  • Train or instruct employees in job duties or company policies or arrange for training to be provided
  • Research, compile, and prepare reports, manuals, correspondence, or other information required by management or client
  • Implement corporate or departmental policies, procedures, and service standards in conjunction with management. Develop or update department procedures, policies, or standards
  • Coordinate activities with other project supervisory personnel or with other work units or departments
  • Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
  • Make recommendations to management concerning such issues as staffing decisions or procedural changes
  • Develop work schedules according to budgets and workloads
  • Analyze financial activities of departments and provide input into budget planning and preparation processes
  • Design, implement, or evaluate staff training and development programs, customer service and billing initiatives, or performance measurement criteria
  • Plan for or coordinate office services, such as equipment or supply acquisition or organization, disposal of assets, relocation, parking, maintenance, or security services
  • Calculate financial data
  • Explain regulations, policies, or procedures to clients and public
  • Examine documents to verify adherence to requirements
  • Report maintenance or equipment problems to appropriate personnel
  • Respond to customer problems or complaints
  • Prepare research or technical reports
  • Set goals and deadlines for the department
  • Analyze data to inform operational decisions or activities
  • Prepare and manage department budget
  • Recommend department and project process or policy changes
  • Prepare staff work schedules and assign specific duties

The minimum qualifications for this position are:
  • High School diploma or equivalent GED
  • Two (2) years of professional customer service and/or AP experience
  • Valid driver's license including the ability to be insured by CH2M's auto insurer

The ideal candidate will possess the following skills and experience:
  • Bachelor's degree in business or related field
  • Two (2) years of supervisory experience

Candidates must successfully complete all required pre-employment requirements drug screen and background check
This job description is intended to describe the nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities and duties required of the job incumbents
At CH2M, the greatest challenges provide the biggest rewards. Each day, your drive and creative ideas will be providing solutions that help build a better tomorrow. Whether it is the pride that comes with accomplishment, personal growth or making a difference in the world, you will discover true success in a career that brings out the best in you at CH2M. Ready? Let's get to work. Developing People through Challenging Projects CH2M is an Equal Opportunity Employer.
CH2M will not sponsor a work visa (e.g. H1B, etc.,) to fill this position.

CH2M is an Equal Opportunity Employer - M/F/Veteran/Disability. Learn more about your rights under Federal EEO laws and supplemental language .

Job Location CH2M, Santa FeSanta Fe, NM US
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