Accounts Receivable Support and Customer Experience Manager - Credit (Remote) in Washington, DC at Advance Auto Parts

Date Posted: 8/3/2021

Career Snapshot

Career Description



Job Description

SUMMARY

The Manager of Accounts Receivable Support will be responsible for monitoring and managing Service levels, Workforce Management, QA, Project Support and Training for the Accounts Receivable Support team members.  This will include but not be limited to managing tools/resources, call quality, CSAT results, etc.  The manager will be responsible for developing and executing initiatives that will help improve the overall customer experience.  This role has both strategic and operational components requiring the leader to be able to create new processes, evaluate existing processes and manage a team day to day.  This leader will have direct responsibility to update key business partners and leaders on issues and opportunities within their functions. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Define omnichannel tools and resources to improve efficiencies and prepare tangible business case related recommendations as needed. 
  • Evaluate current tools and recommend possible improvements. 
  • Develop, maintain, and review all Workforce Management tools to maximize staffing and scheduling of Accounts Receivable Support team.  
  • Develop, maintain, and review all training programs, documents and SOPs.  Suggest revisions as necessary and ensure all resources are as current as possible.
  • Facilitate train the trainer sessions as necessary for Accounts Receivable Support Team Leads.  Facilitate other training sessions or teach-outs to business partners across professional sales and store operations teams.
  • Maintain and improve the current formal quality assurance policy and process for inbound and outbound customer phone, email, and chat contacts.  Proactively identify, define, and execute corrective action for contacts that fall below quality standards defined by AAP.  Compare AAP quality scores against industry standard and ensure AAP quality is above the industry benchmark. 
  • Develop and maintain customer satisfaction guidelines and standards using the current tools available. Benchmark AAP customer satisfaction against industry standard and provide guidance relative to the course of action needed to ensure the service we provide is second to none.  Define and recommend new tools as necessary/appropriate.
  • Participate in various cross functional meetings to maintain awareness of all major projects and where necessary, provide feedback and guidance.
  • Will have autonomy to make necessary decisions relative to quality regarding customer facing call, email, and any other contact tool/resource to support the Advance Auto Parts brand promise and mission.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • B.S. Degree – Business, Finance, or Accounting
  • 2-4 years contact center or contact center management experience; or Equivalent combination of education and experience.
  • Strong strategic leader AND tactical contributor with exceptional written and verbal communication skills
  • Ability to develop and maintain standard operating procedures (SOPs.)
  • Thorough understanding of available omnichannel tools and resources relative to support center quality and customer satisfaction
  • Ability to work with various departments and team members to ensure quality assurance is considered and supported when cross functional projects are started and in progress
  • Powerful advocate for our customer
  • Exceptional organizational skills and detail orientated.  Strong time management skills and able to think creatively and solve problems quickly
  • Proven history of thriving in a fast paced and often ambiguous environment
  • Able to effectively organize large amounts of information. Strong multi-tasking skills
  • Strong interpersonal skills including the ability to communicate effectively cross functionally
  • Excellent facilitation skills (creating agendas, managing meetings, etc.)
  • Demonstrated ability to make effective decisions in a fast-paced environment
  • Proficient in Microsoft Office products (Excel, PowerPoint, Sharepoint, Visio, etc.)

SUPERVISORY RESPONSIBILITIES

This position has supervisory responsibility for a team of 2 team leads and 8-12 Accounts Receivable Support team members.

CERTIFICATES, LICENSES, REGISTRATIONS

None required

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.