POSITION TITLE:                 OFFICE ADMINISTRATOR LEAD

POSITION ID NUMBER:     8221

DEPARTMENT:                    ACCOUNTING & FINANCE

REPORTS TO:                      BILLING SYSTEM SUPERVISOR

STARTING BASE PAY:        $23.64 PER HOUR / $49,171.20 YEARLY

FLSA STATUS:                     NON-EXEMPT HOURLY

KEY WORDS:                      OFFICE, ADMINISTRATOR, OFFICE MANAGER, BILLING, TELEPHONE, BILLS, FACILITATOR, CUSTOMER RESOLUTION

JOB SUMMARY: Incumbent is responsible for the operation of the District’s Customer Service Offices.  Assure quality customer service is provided to customers at all times.  Ensure team members are effectively trained and following processes consistently throughout each office. Develop, maintain, and document procedures that are efficient and in compliance with District policies and directives. Work in various offices or positions to provide sufficient coverage during employee absences.  Support the needs of other departments.  Incumbent may supervise, train and guide one or more employees.   Primary work location is Valparaiso but Lead will be expected to travel to other offices (Fort Walton Beach and Crestview) as needed for coverage, training, and supervision. 

Incumbents in this position will be held to the District’s Gold Standard for Customer Service.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Responsible for the overall activities and performance of the District’s Customer Service Offices. Document processes and procedures to be followed by Customer Service Office personnel and provide effective training methods to cultivate success and growth within the individual, the team, and the District as a whole.
2. Act as Office Administrator for any District office in the absence of that office’s Administrator.
3. Responsible for ensuring the work quality standards for each Customer Service Office role are met by providing guidance to team members according to normal process or procedure Motivates team members to achieve peak productivity.   
4. Provides training to progress the competencies and skills of the Customer Service Office staff including monitoring employee training benchmarks and progression checklists to ensure the personal goals of the employee are acknowledged and attainable.
5. Provides written input on Customer Service Office team members’ performance reviews.
6. Provides workload instruction to Customer Service Office department team members.
7. Monitors employee time. Ensures team members clock in/out, make time adjustments, verify time off requests meet departmental and District policies.
8. Schedules coverage for the Customer Service Offices.
9. Keeps supervisor apprised of office activities and deviations from policy or procedure.
10. Ensures cleanliness and maintenance upkeep of all customer offices.
11. Accepts customer complaint calls as the second-line escalation point, fully researching the customer’s problem using available resources and by liaising with necessary parties or departments. Maintains outstanding customer service, to include fully following up with the customer as necessary.
12. Works with the supervisor and other departments to establish effective and efficient procedures that support the District’s overall objectives and directives.
13. Reviews reports and performs research to identify and locate source(s) of account or payment error(s). Determines necessary corrections, providing sufficient support for each decision.
14. Escalates complex cases to appropriate supervisor or leadership team member.
15. Enters and follows-up on technical software support cases to report and resolve issues in functionality and/or to answer in-depth questions regarding any of the customer information software programs used.
16. Assists with special year-end functions including audit support.
17. Assists with other complicated, in-depth, or technical projects as assigned by the supervisor.
18. Works closely with the Call Center and Billing departments to assist customers with payment or account related questions or concerns. Takes or returns calls to assist customers with in-depth or technical payment or account related concerns or complaints.  Customers may be upset or argumentative. 
19. Trains with other divisions on a regular basis to gain additional skills and knowledge of District practices. May be asked to assist during peak times or during staff shortages.
20. Other miscellaneous job-related tasks as assigned.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The principal duties and responsibilities enumerated are all essential job functions.

EXPERIENCE AND EDUCATION DESIRED:

High School plus five to seven years of experience - or

Two years of college (Associates Degree) plus two to five years of experience.

ESSENTIAL COMPETENCIES:

1. Demonstrated sound business ethics. Must use good judgment and discretion at all times. Must prioritize the safe handling of the personal and confidential information of our customers.
2. Excellent planning, prioritization and organizational skills. Proven analytical skills with the ability to coordinate multi-disciplined work while ensuring efficient follow-through and completion.
3. Ability to think critically to identify and resolve problems in a timely manner and process information accurately.
4. Ability and willingness to work independently or with others.
5. Effective customer relationship building and customer service skills.  Ability to deal with diverse people with tact, courtesy, and professionalism.

1. Demonstrated outstanding ability to communicate effectively and appropriately over the phone and in person, with internal as well as external customers.
2. Ability to address problems or complaints with patience and understanding while remaining firm and factual as the interaction dictates.
3. Ability to quickly learn and navigate new software and applications.
4. Exhibit a desire for continuous learning and improvement with a willingness to propose new ideas and offer suggestions.
5. Must be a self-starter.
6. Must display excellent time management skills to include managing the time of others.
7. Demonstrated ability, willingness, and desire to lead by example.
8. Must display ability, willingness, and desire to develop and train others, build relationships and utilize the skills of workforce most appropriately.

TECHNICAL SKILLS DESIRED:

1. Expertise to manage daily administrative operations of an office, including: establishing work priorities, balancing cash drawer, greeting customers, and working to resolve problems related to the day-to-day operations of the unit.
2. Must possess Florida Driver’s License. Driving is a requirement of the position.
3. Proficiency in the use of the District’s Customer Information System, Utility Billing, Accounts Receivable, and other applicable software applications as required by the position.
4. Demonstrated ability to use basic math skills quickly and accurately and to read, sort, check, count, and verify numbers.
5. Ability to identify, analyze, research, and solve problems of a complicated nature.
6. Ability to enter information accurately and efficiently into a database.
7. Must possess strong recordkeeping skills.
8. Demonstrated effective use of other software as required by the position including Microsoft applications.
9. Ability to execute the processes and procedures related to secure handling of cash and appropriate office security.
10. Demonstrated ability to compose professional written correspondence using excellent grammar and business etiquette.
11. Demonstrated use of intermediate formulas in Microsoft Excel (such as VLOOKUP, IF, AND, ), as well as intermediate formatting (conditional formatting, etc.).

OTHER FACTORS:

1. Must have Florida Driver’s License.
2. Must have own vehicle.
3. May be required to report to any of the District offices with little notice.
4. May be required to report to multiple offices per day.
5. Attire must be appropriate for an office environment.
6. May be required to work overtime with little notice. Subject to work other shifts.
7. Physical Effort: Requires sitting for long periods of time, viewing and working on a computer for long periods of time, standing for long periods of time, walking, bending, and light lifting.
8. DRUG TESTING FOR ILLEGAL DRUGS: Employees in this classification will be tested for illegal drugs in accordance with the District's Drug Free Workplace Policy.

BENEFITS:

Okaloosa Gas Districts offers a competitive benefits package, including:

BCBS Medical 100% employer paid for employee, 92% employer paid for family,

BCBS Dental 100% employer paid for employee or family,

BCBS Vision,

Healthcare Flexible Spending Accounts (FSA),

Dependent Care Flexible Spending Accounts (FSA),

Life insurance 100% employer paid,

Short Term Disability 100% employer paid,

Long Term Disability 100% employer paid,

Accidental Death and Dismemberment 100% employer paid,

AFLAC supplemental insurance,

Air Ambulance insurance,

Pet insurance,

Vacation Leave (80 hours per year) accrual based for the first 5 years, increases thereafter,

Sick Leave (80 hours per year) accrual based

11 Paid Holidays, includes 2 days for Thanksgiving and 2 days for Christmas

401(a) 8% Employer Defined Contribution Retirement, (employer paid, does not require employee contributions)

457(b) Employee Deferred Compensation Retirement Plan

Gym reimbursement/incentive up to $50 per month

Health Fair 100% employer paid

Wellness Program w/ incentives

Safety shoe reimbursement up to $150 per year

Uniforms 100% employer paid

Employer Assistance (Counseling) Program

Employee Events - Spring Crawfish Boil, Summer Picnic, Thanksgiving Lunch, Annual Banquet/Holiday Party

and up to $3,500 annual education reimbursement.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 850-729-4700 or careers@okaloosagas.com for assistance... Equal Opportunity Employer