Purpose

Responsible for supervising a dynamic customer service team handling all inbound and outbound customer contacts (calls, email, correspondence, etc.) and customer handling in our Walk-In Center. In this role you will focus on quality customer service and achieving the various measures of service levels as defined by Corporate, East Region and the Public Service Commission in multiple states. This position reports to the Sr. Manager of Customer Service.

Accountabilities

• Overseeing resolution of employee relations issues and ensuring achievement of performance and productivity standards.
• Developing employee’s skills, evaluating performance, and providing ongoing coaching to each Representative concerning quality, reliability, and productivity to ensure goals are met or exceeded.
• Monitor daily individual, team, and queue performance, as well as understanding the impacts to the business and taking appropriate action.
• Developing and implementing procedural best practices to ensure all working practices are compliant with company policies and regulatory requirements.
• Fostering an environment that self-motivates and empowers employees.
• Collaborating with other departments to maximize effectiveness.
• Able to work flexible hours, available to work during emergencies.
• Support Customer Care initiatives.
• Inspires excellence through strong communication of the company’s vision and strategic targets to support a motivated and positive work culture
• Manages interviewing, selection and onboard of new Call Center Staff as needed
• Assists staff and/or handles complex customer issues.
• Works with leadership to identify and implement service and process improvements to increase efficiency and quality of service. Lead and implement initiatives to improve CSAT and employee engagement.
• Assists with data collection for daily, monthly, quarterly and annual reports.
• Possess a positive “can do” attitude and work well in a team environment.

Education and Experience

• Bachelor’s degree preferred.
• 5 years of direct Customer Service/Call Center leadership experience required.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Knowledge of rules and regulations related to consumer billing for gas, electric and water desired.
• Strong analytical and organizational skills with attention to detail and demonstrated ability to multi-task.
• Problem solving and the ability to work collaboratively with others to resolve complex issues with innovative solutions.
• Possess well developed interpersonal and leadership skills, ability to lead, coach and mentor staff.
• Cash management and Billing Systems experience preferred.
• Solid understanding of utility systems, processes, practices, and procedures to ensure compliance with legislation and regulations desired.
• Strong interpersonal and written communications skills including the ability to communicate effectively both internally and externally.
• Aptitude to quickly learn new systems and applications.
• Valid driver’s license required.