Supervisor, Customer Assistance Center

Role Overview

Supervises and directs the daily operation and activities of the Customer Care Center with key accountability for providing an exceptional customer experience on all contacts; continuously improving the customer care & support center's practices and procedures; managing resources to maximize efficiency and productivity and utilizing techniques to enable automation and digitalization.

What You Will Do

Supervises, manages and directs employee activity (work management, delegation) to ensure high performance, efficiency and accountability. Tracks, monitors and measures operational performance, knowledge and skill of direct reports in all contact channels (voice, email, online, chat, etc.) to achieve established goals (service level, productivity, quality).

Why It Might Be a Fit

Requires very strong leadership, communication, and time-management skills; mentoring, coaching and developing high-performing employees; thorough understanding and functionality of the Customer Information System (CIS), Interactive Voice Response (IVR), rules and rates, products and services, customer website and portal, and Public Utility Commission (PUC) regulatory rules and tariffs.

Requirements

• 3 - 5 years experience in the Customer Assistance Center or similar work experience in customer service, customer relations, credit operations, and/or management
• Working knowledge of business, management, call center, and continuous improvement principles
• Working knowledge of customer service, team building, and team motivation principles and practices
• Working knowledge of personal computers and/or mainframe systems and related software applications such as spreadsheets, word processing, etc.
• Working knowledge of the principles of accounting normally acquired through college level accounting course or equivalent experience
• Working knowledge of basic credit and collection practices and law
• Working knowledge of various Company systems (CIS, IVR, customer website and portal, etc)
• Working knowledge of state & federal laws including FCRA, FACTA, Company’s code of conduct and privacy program, as well as PUC rules and tariffs relating to electric utility services
• Working knowledge of Company’s tariff, rate schedules, and collective bargaining agreement

Benefits

• Competitive compensation package
• Opportunities for challenge and advancement
• Employee coaching and development
• Mentoring and coaching of high-performing employees
• Employee recognition and rewards
• Opportunities for growth and development
• Flexible work schedule
• Paid time off
• Health insurance
• Retirement plan
• Equity in the company