Description
We are seeking a dedicated Customer Care and Support Supervisor to lead our Call Center team, drive customer satisfaction, and ensure our customers receive the best service possible.
RESPONSIBILITIES:
- Provide comprehensive leadership and direction for Call Center functions and customer policy and assistance services, ensuring exceptional customer service while adhering to state rules, industry regulations, and Company policies.
- Coach and motivate representatives to provide excellent service to customers that is accurate and timely.
- Provide leadership and direction for customer policy and assistance services in compliance with state rules and to meet regulatory requirements.
- Serve as the first point of contact for representative support and as a leadership resource for call escalations.
- Oversee staffing, scheduling, and training requirements.
- Demonstrate general understanding and working knowledge of utility services, rate and program offerings, and billing.
- Ensure adherence to operational standards, including overall performance, call response metrics, customer satisfaction, and issue resolution.
- Conduct regular reporting and performance tracking to inform Call Center goals and customer experience objectives.
- Assure compliance with safety and regulatory requirements.
- Engage with other supervisors, departments, and external businesses for enhancements and establishment of best practices to maximize customer satisfaction and quality service.
- Coordinate and oversee office credit and collections functions for past due accounts or services.
- Lead Call Center support for storm and/or outage recovery efforts, as needed.
REQUIRED EDUCATION & EXPERIENCE:
- Bachelor's degree PLUS five years or more related experience
OR - Associate degree PLUS seven years or more related experience
OR - High school diploma or equivalent PLUS nine years or more related experience
Progressively responsible related experience may be defined as experience in:
- Customer service delivering high-quality service and resolving escalated customer complaints or issues effectively.
- Developing and implementing training programs to ensure continuous improvement in service delivery and performance.
- Credit and collections, customer service or related field.
- Successfully managing external relationships and cross-functional work groups.
- Demonstrating proficiency of leadership competencies.
- A supervisory or leadership position within a customer service environment, demonstrating the ability to lead, coach, and develop team members preferred.
Contact
ALLETE, Inc.
30 W Superior St Duluth
Minnesota États-Unis
www.allete.com/
From the same category : customer service
15 Sep, 2024
