Compensation (Range): 25 / hour

Keywords (2-5)*: customer service, call center, quality, analysis, monitors, evaluates, process improvement, communication, MS Office, conflict resolution

Updated Job Description/Additional Information:
Monitors and documents data to assist in analyzing and monitoring the quality of work performed, providing feedback, and analyzing root cause analysis. Applies knowledge/skills to a range of moderately complex activities. Proactively identifies solutions to non-standard requests and solves moderately complex problems independently; works with team to solve complex problems.
Key Accountabilities Hybrid Role Analyzes data and assesses onsite/offsite activities, programs, and processes to provide comprehensive reports and make recommendations for improvement to management on a regular basis regarding productivity and work statistics. Identifies process breakdowns and makes recommendations on improvements. Assesses customer service activities, such as bill adjustments, collections activities, bill printing, etc. that could affect productivity, satisfaction, or safety to ensure they are appropriately completed. Monitors and evaluates performance for customer contact interactions using designated systems and processes. Provides feedback and training to employees regarding work quality, processes, policies, procedures, and professionalism with customers. Inspects and monitors quality requirements in accordance with the company's Quality Management System manual, policies, procedures, and program specifications. Observes work operations for compliance with applicable quality and safety regulations. Minimum Education and Experience Requirements High School Diploma or equivalent 3 years' experience in a Customer Service-related field (i.e. telephone representative, billing analyst, RM&P, or in a meter reading field) Other Qualifications-Preferred Bachelor's degree Other Requirements Familiar with the use and application of various billing, collection systems for managing outside collection agencies. Ability to interpret various reports and recognize trends and offer solutions Clear, concise communication skills Computer proficiency including Microsoft Office and Windows Occasional travel is expected for this position Ability to work independently with innovation and initiative Contractor would also be responsible for Weekly operational reporting Weekly team huddle updates Supporting our collection vendor campaigns, inquiries and requests for documents Collaboration with accounts payable on collection vendor invoices Investigating and resolving collection system defects Collection process/data analysis
Additional information
Incumbents may engage in all or some combination of the activities and accountabilities and utilize a variety of the competencies cited in this description depending upon the organization and role to which they are assigned. This description is intended to describe the general nature and level of work performed by incumbents in this job. It is not intended as an all-inclusive list of accountabilities or responsibilities, nor is it intended to limit the rights of supervisors or management representatives to assign, direct and control the work of employees under their supervision.
Job Location (Additional work locations): Detroit MI 48226