Career Evolutions is looking for a Manager - Front Office for a leading and fast paced IT company in Houston, TX. It’s a full-time position with annual salary up to $80,000 + benefits.
Job Title: Manager - Front Office
Job Description: You will be responsible for day-to-day management of the staff in support of residential and small business operations with oversight of all front office/call center activities including call handling of customer enrollments, service requests, billing inquiries, disputes, collections, etc. You will also be responsible for definition and application of business rules, agent performance and achieving customer satisfaction, first call resolution and other operational performance targets. In addition, you will also identify, recommend and implement process & system solutions with a focus on a great customer experience and a cost-effective, high-performing operation.
You will provide coaching and feedback to direct report positions and plan and monitor operations initiatives to improve the efficiency and effectiveness of the front office. You will also coordinate, participate, and/or manage multiple projects assigned by senior management.
5-10 years of work experience in relevant field.
5 years of experience supervising professional workgroups.
Previous experience working in a call center environment.
Excellent knowledge of gas and electric utility protocols and market operations.
Working knowledge of distributor operations, regulatory environment, and Utility Commission Rules.
Customer service/customer operations experience and familiarity with consumer sales and marketing.