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.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds differences and perspectives enables us to improve the lives of our people customers suppliers contractors and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex sexual orientation gender gender identity and/or expression race national origin ethnicity age religion marital status physical or mental disability pregnancy childbirth or related medical condition military or veteran status or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary the Department of Homeland Security (DHS) with information from each new employees I-9 to confirm work authorization.