Job Summary:
The purpose of this position is to manage all back-office functions including oversight of SouthStar Energy's outsourced providers supporting over 550,000 customers across 13 LDC's. This will include Escalated Work Queues needing approval, Correspondence, and Financial Services. This person would ensure all processes are documented and executed according to rules and service levels. This person would also participate in Company efforts and projects to ensure back-office function impacts are identified, understood, and designed in the best possible manner. Various management oversight and responsibilities include, but are not limited to, SLA requirements and process improvements that maximize Customer Satisfaction, New and Enhanced Products and Services, Customer Payment opportunities, Regulatory rules, Internal Processing rules, Marketing and Sales input. Additionally, the incumbent will document all SOP's for all back-office functions. The incumbent will also govern each vendor for compliance with policy, procedures, service level performance and contractual obligations. The incumbent will document, monitor, evaluate, and manage vendor compliance, vendor responses to the functions and work with the vendors to identify and implement improvements to customer service delivery and operational and regulatory compliance. In this position, the incumbent will act as an advocate for the customer and contact center vendors within SouthStar Energy and as an advocate for the customer and SouthStar Energy within the vendors' operations.
Job Responsibilities:
Functional Expertise
· Oversee all back-office functions including those performed by the outsourced provider, including but not limited to EWQ/PWQ, Correspondence, and CFS. This person would ensure all processes are documented and executed according to rules and service levels. This person would also participate in Company efforts and projects to ensure back-office function impacts are identified, understood and designed in the best possible manner.
· Provide customer support on behalf of SouthStar Energy through internal operations and large and small scale inbound and outbound outsource providers operating in multiple locations.
· Assist in developing and directing SouthStar's strategies, tactics, objectives and initiatives.
· Develop and direct SouthStar's policies and procedures related to customer service delivery by vendor partners.
· Document and maintain business rules and SOP's for all Customer Experience functions.
· Ensure that vendor operations are compliant with business rules, regulatory requirements (including state and federal rules) and the SouthStar's Terms and Conditions of Service.
· Carry out supervisory responsibilities in accordance with SouthStar's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving. problems.
Read the full posting.Southern Company
30 Ivan Allen Jr Blvd NW
Atlanta
Georgia États-Unis
www.southerncompany.com
