Manager, Customer Service-Billing and Revenue

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Under general supervision, is responsible for monitoring and analyzing the Customer Services back office functions. The back office manager is responsible for identifying and implementing best practices across both organizations and aligning processes where applicable. Serves as a liaison between the Customer Services group and other divisions, departments and organizations on matters related to the Customer Services programs. This position also assists with other projects/tasks on an as needed basis.

BASIC REQUIREMENTS:

• Bachelors Degree in Communications, Business Management, Information Systems or a related field from an accredited college or university.

• Must have strong computer skills with at least four (4) years experience using Microsoft products.

• Must have four (4) years CAS and/or SAP ISU experience including a technical knowledge of customer applications.

• Must have six (8) years supervisory/management experience in Customer Services or billing environment.

• Previous experience dealing with sensitive and/or confidential information.

• Ability to work independently, prioritize work and meet deadlines.

PREFERRED SKILLS:

• Excellent verbal and written communication skills.

• Must be able to quickly adapt to changing business needs.

• Able to analyze data and make recommendations for improvement.

• Experience working in a union environment.

• Able to provide critical feedback in a constructive manner.

PRIMARY RESPONSIBILITIES:

• Manage, evaluate and improve the effectiveness of Customer Services back office functions.

• Communicate, implement and interpret customer service policies and procedures.

• Work to develop a team concept in each work area and develops ways to improve employee experience.

• Develop data modeling and queries for Customer Services organization as needed.

• Identify best practices and implement across both Customer Services organizations.

• Align processes, policies across both Customer Services organizations when possible.

• Ensures Customer Services back office functions are operating according to required regulations.

• Successfully complete expected audits and follow-up on findings if applicable.

• Ensure accurate billing process at both locations.

• Create and maintain a dashboard of various back office functions to provide insight into daily operations.

• Complete necessary corrective action.