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 ona wide range of customer issues
• Demonstrates customer focus through active listening, questions with the goal of understanding, sets and manages customerexpectations, 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 requirementsand personal development targets; monitoring performance and providing coaching for performance improvement anddevelopment and disciplinary notices as required.
• Prepares and delivers performance appraisals
• Responsible for effectively managing team dynamics (relationships, morale, communications, etc.) to enhance employee jobsatisfaction 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 andother 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.//

PHYSICAL REQUIREMENTS//

Sitting

Up to 8 hours per day

Lifting

Up to 2 hours per day

Walking

Up to 5 hours per day

Up to 50 max. pounds**

Standing

Up to 3 hours per day

Pushing

Will not generally apply

Bending

Up to 3 hours per day

Up to 50 max. pounds**

Squatting

Up to 2 hours per day

Pulling

Will not generally apply

Stooping

Up to 2 hours per day

Up to 50 max. pounds**

Reaching

Up to 2 hours per day

Climbing

Up to 1 hours per day

Balancing

Up to 1 hours per day

• Stairs*

Up to 1 hours per day

Twisting

Up to 1 hours per day

• Ladder*

Will not generally apply

Crawling

Will not generally apply

• Equipment*

Will not generally apply

Kneeling

Will not generally apply

Outdoors

Will not generally apply

Unusual hearing or vision demands:

None

Other physical demands or notes:

Normal sense of hearing and smell; normal range of motion; normal sense of balance. Perform work under noisy conditions.

**JEA employees should not attempt to lift, pull or push a load in excess of 50lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

This position requires that employees be in compliance with JEA procedure HUMR - Screening Personnel Risk Assessments (pre-hire for "FACTA" designation; pre-hire and recurring for "CIP" designations).

Title: Manager, Customer Solutions Center

Location: null

Requisition ID: 13098