Supervisor, Customer Service

What We Offer:

• Paid Time Off: Starting at 3 weeks annually along with 11 company-paid holidays.
• Health and Wellness Benefits: The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well.  
• 401(k) Program with Matching Contribution: We offer a 100% match on contributions up to 4% of your salary, plus an additional 3% employer contribution.
• Grow With Us: Professional development opportunities through training, professional certifications, and education allowance.
• Additional Benefits: Other great benefits include company provided life insurance and Employee Assistance Program just to name a few.
• Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization. 

Overview:

Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving. This position will serve as the primary contact for problem resolution and information gathering regarding customer inquiries.

What You'll Do:

• Monitors appropriate usage of overtime by the customer contact center staff and follows policy 
  regarding overtime.
• Ensure employees adhere to work schedules.
• Provides monthly and real-time coaching to employees for development and to build job 
  knowledge.
• Ensures employees receive appropriate training and other resources to perform their jobs.
  Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and 
  call metrics and assessments on a regular basis.
• Identifies and informs management of trends by reviewing, analyzing and summarizing special 
  reports.
• Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and 
  monthly reports; creates reports, as requested.
• Creates and maintains a high-quality work environment so team members are motivated to 
  perform at their best level.
• Addresses disciplinary and/or performance problems according to Company policy.
  Implements work procedures and processes that support Company and departmental standards, 
  procedures and strategic directives.
• Develops written training material for employees and trains during regular and quarterly training 
  sessions under the direction of the Customer Service Manager and VP, Customer Experience.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods 
  to improve area operations, efficiency and service to customers.

Reasonable Accommodations Statement 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

What You'll Bring:

Skills & Knowledge:

• Extensive customer service experience
• Conflict resolution skills
• Ability to mentor, coach and develop staff
• High degree of analytical skills
• Strong oral and written communication skills
• Proficient in Microsoft Suite applications: Office, Word, Excel and Power Point
• Utility Industry experience is a plus
• SAP CRM experience is a plus

Education:

• Associates Degree in accounting, business administration or another business-related field is 
  preferred.
• Requires a minimum of 5 years’ experience in a contact center environment or related area.
• Familiar with standard concepts, practices and procedures related to customer service.
• 2 years of previous supervisory experience. Experience in a public utility customer service work is 
  highly desirable.

Work Environment:

This role is primarily performed in a professional office environment and involves extended periods if desk-based work, sustained mental focus, and frequent use of computers and standard office equipment. The position includes regular collaboration through virtual and in-person meetings, minimal physical exertion, and occasional lifting of light office materials. The work environment is typically climate controlled with limited travel required on an occasional basis.