Customer Care & Collections Operations Supervisor

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.

In recent job satisfaction surveys conducted, in both San Antonio Express-News and the San Antonio Business Journal, our employees voted GVTC as a top place to work in South Texas. We service 40,000+ customers/members and our products include telephone, cable TV, internet service, and security systems.

As a performance-based company, GVTC offers a competitive compensation and benefit package to include medical, dental, vision, life insurance; bonus program opportunity; company matching of 8% on 401(k) contribution, paid time off, recognition and reward programs.