Manager Customer Contacts

Manager Customer Contacts - ( 13608 )

VETERANS' PREFERENCE

Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by visiting the following link (http://www.dms.myflorida.com/content/download/97612/566545). All documentation is due by the close of the vacancy announcement. This position provides leadership to ensure superior customer service to all phone-in, walk-in, mail-in and internet-active customers. Assignments may be in the customer contact phone center, a JEA customer walk-in center, or the outage center. Depending on assignment, may be responsible for JEA's 420,000 residential customers, 50,000 commercial/industrial/government customers, or both groups. • Responsible for achieving continuous improvement in these Customer Relationship business metrics: (a) customer satisfaction, (b) average speed of answer (ASA), (c) customer contact center service levels, (d) cost per contact (e) First Contact Resolution • Responsible for leading, coaching and directing assigned personnel to achieve desired productivity and service levels within established guidelines and operating procedures • Responsible for assisting in implementing state-of-the-art technologies in call processing, business transaction processing and customer call routing to improve customer satisfaction and team productivity • Responsible for monitoring and evaluating the performance of team members to identify coaching and training needs for performance improvement • Responsible for administering coaching, training, and progressive discipline as needed to ensure team members deliver excellent customer service to JEA residential, commercial, and industrial customers • Depending on assignment, in addition to supporting English speaking employees, the assigned position will support bilingual (Spanish/English) employees to include: handling Spanish language customer escalations, quality monitoring of Spanish language calls, Spanish language translations, Spanish language written correspondence and other duties as required providing a quality customer experience for Spanish speaking customers. • Responsible for effectively managing team dynamics (relationships, morale, communications, etc.) to enhance employee job satisfaction and performance • Responsible for working effectively with other customer contact managers to improve performance of entire Customer Relationships customer contact team • Responsible for ensuring direct reports follow all credit and collection policies to achieve JEA financial goals • Partners with Manager Customer Resolutions to ensure all escalated residential contacts achieve acceptable resolutions • Partners with Manager Customer Resolutions to monitor the escalation process from his/her team and works with Residential Business management peers to minimize non-value-added escalations • Responsible for managing and safeguarding of large sums of cash at autonomous JEA branch locations • Responsible for ensuring estimated restoration times are managed, frequent service failures are addressed, and researching historical outage records as needed • Responsible for ensuring direct reports are fully informed of all critical communications and procedural changes • Thorough working knowledge of JEA's core businesses (electric, water, sewer), JEA's billing system, rates, and JEA’s Outage Management Systems • Solid understanding of Electric Distribution, Water/Sewer operation & maintenance and restoration processes • Solid understanding of all JEA customer policies and procedures • Managers in this position must also be available to work nights and weekends, as well as unscheduled hours in response to large system outages caused by storms and other events • Demonstrated expertise in Customer Relationship Management (CRM) best practices, policies, and guidelines • Demonstrated understanding of high-volume customer billing and information systems • Familiar with latest technologies in call processing, routing, customer contact management, workflows, operational efficiency, and personnel scheduling • Capable of empowering employees to make decisions and take ownership for issue resolution • Demonstrated ability to translate analytical results into implementation plans • Basic understanding of JEA's electric, water, and wastewater utility operations • Working knowledge of JEA's rate tariffs • Solid understanding of scheduling operations for a 24x7 work group • Understands basic needs and desires of commercial, industrial, and residential electric, water and wastewater customers • Knowledgeable in providing solutions regarding general inquiries, billing, service outages and risk management • Demonstrated ability to understand and resolve external and internal customer issues • Demonstrated ability to operate effectively in highly stressful situations • Excellent verbal, interpersonal, and written communication skills • Able to coach and motivate employees to achieve excellent performance

JOB REQUIREMENTS

Education:

An associate's degree in business, management or related field required; a bachelor's degree or higher preferred

AND Experience:

Five (5) years successful business experience with demonstrated experience in a high volume, multi-contact, customer service environment and/or financial branch management. Experience in "Best in Class" Call Center Management Practices. OR An equivalent combination of education, experience and/or training.

License/certifications/registrations:

A valid driver's license is required prior to appointment and must be maintained during employment. Dependent upon assignment, specialized recruitment may require bilingual English / Spanish proficiency. This position requires that employees be in compliance with JEA procedure

ES A0200 A0101 RS 628

Screening Personnel Risk Assessments (pre-hire for “FACTA” designations; pre-hire and recurring for “CIP” designations).

• The minimum salary for this position is $94,500 annually.

Total compensation is commensurate with education, licenses, certifications, skills, and experience.

PHYSICAL REQUIREMENTS

Sitting Up to 8 hours per day Lifting Up to 2 hours per day Walking Up to 5 hours per day Up to 50 max. pounds

• Standing Up to 3 hours per day Pushing Will not generally apply Bending Up to 3 hours per day Up to 50 max. pounds
• Squatting Up to 2 hours per day Pulling Will not generally apply Stooping Up to 2 hours per day Up to 50 max. pounds
• Reaching Up to 2 hours per day Climbing Up to 1 hour per day Balancing Up to 1 hour per day Stairs Up to 1 hour per day Twisting Up to 1 hour per day Ladder Will not generally apply Crawling Will not generally apply Equipment Will not generally apply Kneeling Will not generally apply Outdoors Will not generally apply Unusual hearing or vision demands: None Other physical demands or notes: Normal sense of hearing and smell; normal range of motion; normal sense of balance.

Perform work under noisy conditions.

• JEA employees should not attempt to lift, pull or push a load in excess of 50lbs.

without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position. The starting salary for professional positions will be determined based on education, licenses, certifications, skills, experience, and alignment with salaries for similar roles within the organization. The starting hourly rate for positions with a pay step plan will be Step 1 of the corresponding union contract.

Work Locations :

225 N Pearl Street 225 N Pearl Street Jacksonville 32202

Job Posting :

May 14, 2026, 2:52:02

PM Closing Date :

May 28, 2026, 10:59:00 PM