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Revenue Operations Supervisor
Job Code:2024-01-007
Department:Customer Service
FT/PT Status:Full Time
  

Summary/Position Overview:
POSITION OVERVIEW:

The Revenue Operations Supervisor will work under the direction of the Manager, Revenue Operations and be responsible for overseeing the collection and reporting of cash and maintaining department records, files, and schedules. They will also be able to address any customer complaints and work in all areas of customer services should the need arise. They will be responsible for supporting the work of the Cashiers, Billings team and Collections team.
 

Duties and Tasks:
DUTIES AND TASKS:

Maintain health, safety, and environment standards by:
- Ensuring compliance with all safety policies and procedures.
- Ensuring compliance with all environmental and health standards, and
- Completing all required HSE training.

Achieve financial objectives by:
- Accepting and entering payment transactions via online/kiosk transactions, lock box, and commercial banks.
- Preparing deposit bags.
- Transferring deposits to armored car for bank deposit.
- Securing all cash, keys, and combinations.
- Ensuring adequate inventory of supplies, i.e. cash bags, machine tapes, etc.
- Assisting with unscheduled counts of floats when requested.
- Calculating and processing customer adjustments.
- Preparing Journal Vouchers and Entries.
- Negotiating and tracking agreements and payment terms within established company guidelines.
- Performing collections duties, including those associated with payment plan delinquencies.
- Implementing innovative strategies at all stages of the collection process, including adopting best practices in locating debtors.
- Determining when collection efforts have become futile and initiate legal action accordingly.
- Gathering, documenting and presenting information in support of claims for outstanding debt in civil proceedings to obtain liens and abstracts of judgment.
- Appearing in court to bear witness in legal collections efforts.
- Enforcing compliance with court ordered judgments related to the terms of bad debt collection.
- Supports achievement of departmental goals and targets related to bad debt collection.

Maintain customer service excellence by:
- Establishing and maintaining respectful relationships with customers.
- Inputting required information to commence and/or finalize accounts.
- Maintaining and improving E-customer relations through online services (Web, Kiosk, Social Media).
- Developing trust relationships with Key clients to ensure long-term business.
- Acquiring a thorough understanding of key customer needs and requirements.
- Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives.
- Monitoring returned checks in accordance with company policy.

Ensure accuracy of billing processes by:
- Overseeing of task workflow for all billing functions in accordance with good standards of internal control and maximum efficiency.
- Overseeing verification of data imported into the systems of record. 
- Identification of issues, and work directly with relevant stakeholders to resolve issues with account data when needed.
- Conducting daily analysis of data related to key accounts, or accounts enrolled in special programs.
- Overseeing and executing timely posting of billing routes for customers 

Ensure efficiency in the execution of billing functions, initiative and operations by:
- Recommending improvements and modifications and preparing various reports on operations and activities
- Accomplishing Grand Bahama Power Company objectives by measuring billing results against plans; evaluating and improving methods; making required changes in collaboration with Billings Lead.
- Coordinating with other areas within Customer Experience to ensure a coordinated approach to customers, and appropriate value exchange with customers.
- Recommending and assisting in the implementation of goals and objectives; special projects, implementing policies and procedures.
- Identifying problems, researching and analyzing relevant information, developing and presenting recommendations and justification for solutions.
- Liaising for metering and related systems (Automated Metering Infrastructure (AMI)) including system performance and exchange of information to facilitate billing and customer facing usage and solutions (meter reads, usage data, etc.).
- Overseeing the formulation and implementation strategy for Credit & Collections activities, including write offs, disconnections for nonpayment.
- Recording and reporting information required monthly, quarterly and year-end

Support operational efficiencies by:
- Establishing and maintaining accurate customer records and databases.
- Assisting with the review of accounts receivables balances to determine which accounts require investigative action and collection activities.
- Negotiating and tracking agreements and payment terms within established company guidelines; collecting outstanding balances, including those associated with payment plan delinquencies and/ or gathering.
- Assisting with billings as necessary to resolve related issues/queries that arise.
- Performing administrative duties that include daily processing of accounts.
- Filing reports, forms, and/or paperwork in an orderly, timely and accessible fashion.
- Compiling statistics and reports for management review.
- Providing coverage to cashiers in the event of absences during peak times.

Support and lead staff by:
- Establishing, directing and supporting the work of the Cashiers, Billings teams and Collections teams.
- Motivating and supporting work group through training, development, coaching and mentoring.
- Communicating policies and directives to enhance employee awareness of expectations.

Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications and participating in professional societies, job rotations, and cross training.

Contribute to team effort by accomplishing related results as needed, including, but not limited to special projects and cash, collections or billing duties, as assigned.

Academic/Skill/Experience Requirements:

ACADEMIC, SKILL, AND EXPERIENCE REQUIREMENTS:

The Revenue Operations Supervisor will have earned a college degree in a business-related field or equivalent and at least three (3) years’ experience in customer service. Prior experience in cash handling is preferred. The Revenue Operations Supervisor will be analytical, effective in the management of stressful situations, open to collaboration and networking, and able to work irregular or overtime hours as needed.  They will have fundamental accounting knowledge; the ability to process intermediate mathematical problems; proficiency in Microsoft Office. A knowledge of the general rules and regulations for electric service, knowledge of customer service, collections and billings functions, prior experience in customer service with demonstrated commitment to identifying and effectively resolving customer issues. They must have excellent organization, communication, and documentation skills, and exceptional interpersonal skills in developing and maintaining relationships with customers and external stakeholders.

 



 




 


 

 

 

Other:
ACADEMIC, SKILL, AND EXPERIENCE REQUIREMENTS:

The Revenue Operations Supervisor will have earned a college degree in a business-related field or equivalent and at least three (3) years’ experience in customer service. Prior experience in cash handling is preferred. The Revenue Operations Supervisor will be analytical, effective in the management of stressful situations, open to collaboration and networking, and able to work irregular or overtime hours as needed.  They will have fundamental accounting knowledge; the ability to process intermediate mathematical problems; proficiency in Microsoft Office. A knowledge of the general rules and regulations for electric service, knowledge of customer service, collections and billings functions, prior experience in customer service with demonstrated commitment to identifying and effectively resolving customer issues. They must have excellent organization, communication, and documentation skills, and exceptional interpersonal skills in developing and maintaining relationships with customers and external stakeholders.