Summary:
The primary responsibilities are to oversee, manage, coach and train to create and uphold Exceptional Customer Service through an excellent experience for all channels and interactions with customers in the Customer Care Call Center, which include inbound and outbound customer calls, Collection calls, face-to-face transactions and through multimedia system channels of the call center, like email or chat. Must evaluate calls and run data statistics for find operational improvements for the call center and customer experience. Manage all payment processing processes, systems, applications, interfaces, and integrations. Oversee the bill run process and all aspects of the billing system for each bill cycle and maintain efficient accounts receivable and collections operations. Responsible for all credit risk, policy, and analysis; while ensuring that collections processes are implemented properly with knowledge of telephone tariffs and regulations by the Public Utilities Commission (PUC), comply with Payment Card Industry (PCI) security standards and the Fair Debt Collection Privacy Act (FDCPA) rules and requirements that pertain to Billing and Accounts Receivable. Billing includes setting up and maintaining charge codes, promotions, bundles, bill print and e-billing ensuring they are consistent with company best practices to support our products and GVTC’s long term strategies. Focus on process and operation improvements for efficiencies within the areas of responsibility.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Customer Care Call Center Management

o Manage the call center queues, agents, recordings, and outbound campaigns
o Manage, coach and train to create and uphold Superior Customer Service through an excellent experience for all channels and interactions with customers within the areas of responsibility, which include inbound and outbound calls, face-to-face interactions and through multimedia channels.
o Monitors, coaches, trains and sets standards for all customer contact in reference to accounts receivable, payments and collections.
o Responsible for informing customers on systems policies on payment for services rendered according to PUC and PCI rules and regulations.
o Responsible for accepting all accounts receivable monies, making deposits, and posting data of all records.
o Handles customer inquiries on e-billing, processes automatic payments, and maintains all e-billing functions and reporting and requests to reconnect services from non-pay suspend status.
o Service order entry for residential and business accounts including changes to existing service, plan changes, general requests, and requests for disconnects.
o Handles customer inquiries on general account information, questions about their bill, products, services

o Meet expected service levels on inbound calls.

• Telephone and Multi-Media Systems Administrator
• Responsible for all areas of the phone system for the call centers
• Create and maintain users, security groups, queues, login classes, delivery patterns, and groups
• Develop, configure and maintain queue schedules, holidays, worktime and break reasons, wrap up codes, service levels and callbacks.
• Accountable for company auto attendant including auto attendant recordings, progress announcements and on hold messaging
• Maintain IVR functions and recordings
• Responsible for Console dashboards
• Help call center departments develop and maintain live views of customer contacts in Snapshot
• Create efficient and effective reporting using canned reports and custom reports. Assist departments in their call reporting
• Maintain multi-media customer correspondence including email and chat
• Assist in creating of call campaigns using both autodial and outdial features
• Voice mail administration
• General training and assistance for all employees
• Administrator of call recording and monitoring system
• Add/remove users, create recording access and rights for each user
• Create and maintain user groups to ensure security of calls
• Assist departments in creating call evaluations
• Bad Debt and Collections

o Make outbound collection calls to customers with past due balances.
o Meet success rate collection goals.
o Follow and comply with all FDCPA rules and regulations
o Develop an in-depth knowledge of the company’s billing platform as it relates to subscriber billing and collections to ensure full utilization and efficiency within the department

o Manage all aspects of bad debt write-offs

• Accounts Receivable

o Ensures accuracy of payments processed through billing system
o Ensures timely collection of all customer accounts
o Develop and improve credit and collection policies and procedures to maximize cash flow from customer billing
o Interface with other departments to ensure timely and accurate flow of information and resolution of issues affecting the department
o Develop and implement measurements of A/R representatives and a tracking system to follow up
o Implement Corporate Measures of Success for department
o Develop and implement baselines and benchmarks to include accepted industry standards
o Daily management of accounts receivable aging reports
o Coordinate and manage all bankruptcies

o Maintain confidentiality of all records

• Payment Processing

o Responsible for uploading, researching, and posting all payments from e-pay, Western Union, credit card processing, lockbox, ebilling, etc.
o Responsible for accuracy and correctness of all payment transactions. Follows procedures and internal and external controls in keeping records associated with cashier funds.
o Process returned checks and follows procedures regarding customer service accordingly.
o Handles bank reconciliations and works with Accounting Department as needed.
o Responsible for daily balancing as well as balancing for bill close.
o Process customer refunds according to the refund policy.
o Follow and comply with all CPNI, PCI and Red Flag rules and regulations.

o Review, process and file customer bankruptcies as per bankruptcy procedures

• Project Management:

o Develop projects plans and implementation process for new applications that involve the Billing or AR process.
o Accountable for detailed tasks and project dates and ensuring the project, resources and timeframes are committed and managed.

o May be a resource on a company project and will be responsible for your tasks, meeting its due dates and updating the projects and project managers.

• Credit Risk Assurance

o Ensure company is upholding and abiding by set credit policy
o Continuous evaluation of credit risk to make changes in the company policy when needed to mitigate as much risk and bad debt as possible.
· Other Duties Below:
1. Ensure all department procedures are documented carried out.
2. Provide strategic leadership over the workforce scheduling and daily management to optimize service and quality levels and ensuring the most efficient use of resources.
3. Keep open communication to management on team performance, accomplishments, over performance, new ideas, goals, and other subjects relative to responsibilities, the company, and strategic initiatives.
4. Provide and run monthly and scorecard reports
5. Attends and assists with Annual meeting registration
6. Write and administer performance appraisals for skill improvement
7. Make hiring and termination recommendation. Address disciplinary and/or performance problems according to company policy insuring development plans are created and corrective action taken.
8. Sound expense control and expense management
9. Any other duties as assigned

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Possess the following desired traits: positive thinking, genuine interest in people, initiative, decisiveness, tact and courtesy, fairness, sincerity and integrity, teaching ability and self confidence.
• Great attention to detail and focus on accuracy
• Ability to work within firm deadlines,
• Dependable and able to follow through on tasks without continual supervision
• Ability to multi-task and delegate with department and projects tasks/responsibilities
• Must possess good analytical skills, think holistically and initiate objectives
• Ability to work within a team or independently and posses teaching skills with very good written and oral communication

Education/Experience:Bachelor’s degree required or a minimum of three years experience in supervision within the communications industry in similar field of training specific to billing processing, accounts receivable or collections.
Language Ability: Ability to read, write and comprehend simple instructions and short correspondence with excellent written and verbal skills. Communicate to others and find middle ground to understand and comprehend topics of conversation.
Reasoning Ability: Ability to deal with, analyze and solve problems using solid judgment skills. Be able to come up with best practice suggestions for improvements with processes and able to make decisions and take action.
Technical skills: Basic PC and keyboarding skills required. Ability to handle PBX or multiple line phone systems. Basic understanding of telephony, cable and internet technologies. Proficient in Microsoft Office (Excel and Word) and Outlook (Email, Calendar, and Meeting Organizers) with the ability to create and analyze reports.
Professional Appearance: Employees will professionally represent GVTC by adhering to GVTC’s Attire and Grooming Policy.
Supervisory Responsibilities: Communicate and understand corporate objectives to focus department process, improvements, requirements, and goals. Develop a team atmosphere within the department. Oversee department responsibilities to continually search for improvement opportunities.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, you must be able to sit and complete work using a PC for extended periods of time and communicate with callers through the use of a headset.
You must be able to lift up to 10 pounds, have close vision, color vision, depth perception, and ability to adjust your focus with good hand-eye coordination
The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor.
Job Type: Full-time
Pay: $51,916.00 - $77,874.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Tuition reimbursement
• Vision insurance
• Work from home

Work Location: Hybrid remote in New Braunfels, TX 7813

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Possess the following desired traits: positive thinking, genuine interest in people, initiative, decisiveness, tact and courtesy, fairness, sincerity and integrity, teaching ability and self confidence.
• Great attention to detail and focus on accuracy
• Ability to work within firm deadlines,
• Dependable and able to follow through on tasks without continual supervision
• Ability to multi-task and delegate with department and projects tasks/responsibilities
• Must possess good analytical skills, think holistically and initiate objectives
• Ability to work within a team or independently and posses teaching skills with very good written and oral communicatio