Supervisor, Customer Care

Purpose

The Supervisor, Customer Service position is responsible for planning, coordinating and supervising the activities of the Customer Service business office(s). This includes teams handling customer calls, in person and electronic based inquiries. This position will ensure appropriate staffing levels are in place and that training requirements have been executed to ensure quality customer care during all interactions. This role is also responsible to ensure department objectives are met or exceeded.

Accountabilities

• Plans, assigns and supervises the work of customer service. Evaluates the operations and activities of direct reports.
• Responsible for cash management of assigned work group.
• Inspires excellence through strong communication of the company’s vision and strategic targets to support a motivated, and positive work culture.
• Leads the interviewing, selection and on-boarding of new Customer Care staff as needed.
• Responsible for developing employee's skills, evaluating performance, providing ongoing coaching to ensure quality, reliability and productivity.
• Assists staff with escalated customer issues.
• Reconciles cash drawers and credit card transactions.
• 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. Researches regulatory agency complaints and supports company safety program.
• Meets or exceeds performance metrics set out by manager including but not limited to; Telephone productivity, Quality, Work order accuracy, Attendance and Adherence to Schedule.
• Monitors daily individual, team and queue performance, understands the impacts to the business and takes appropriate action.
• Delivers scorecard metrics and other reporting regarding safety, financial and customer satisfaction.

Education and Experience

• Bachelor degree preferred or equivalent education and experience
• 3-5 years experience in customer service or directly related field
• Prior utility leadership experience highly desirable
• Minimum of 2 years of experience with a utility, or any combination of academic education, professional training or work experience which demonstrates the potential to perform the duties of the position.
• Knowledge of computer systems and accounting or billing software preferred.
• Experience with use of cash register, receiving payments and giving appropriate change, experience with electronic data storage processes, ability to type 60 words per minute and ability to organize, plan and simplify business filing systems preferred.
• A valid drivers license is required.
• Solid understanding of utility systems, processes, practices and procedures to ensure compliance with local legislation and regulations is desired. May be required to work weekends, holidays and off-hours as required.
• Handles complex customer issues. Support company policies and works within the guidelines of State Regulatory agencies.
• Promotes and implements procedural best practice in order to ensure all working practices are compliant with company’s policies and regulatory requirements.
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