Description
Summary
Spire is seeking a Customer Experience Coach in our STL location.
Duties and Responsibilities
- Manages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are met.
- Takes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experience.
- Sets employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performance.
- Collaborates with Quality Assurance & Training team to ensure consistent coaching and delivery of exceptional customer service.
- Oversees complex customer service issues that require leadership review.
- Manages staffing levels and performance to ensure corporate objectives are met.
- Serves as Customer Service lead on enterprise-wide projects.
- Analyzes ongoing processes and recommends solutions to improve overall customer experience.
- Executes appropriate decisions guided by policies, procedures and overall business plan.
Essential Characteristics
- Ability to demonstrate the essential behaviors.
- Ability to lead by example in support of the company's essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual's unique skills and perspectives.
- Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others.
- Ability to make difficult decisions and communicate those decisions to others.
- Ability to set challenging and productive goals for the team and holds others accountable for actions.
- Ability to use means available to measure results and provide feedback.
- Ability to provide and communicate clear performance objectives.
- Ability to define roles/responsibilities, motivate and set strategy.
- Ability to understand and use technology.
Supervisory Responsibilities
None
Required Education (certifications, licenses)
- Bachelor's Degree or equivalent work experience required.
- Facilitator certification with one of the leading Customer Service Skills Companies preferred
Required knowledge, skill and abilities
- 3 years' experience supervising or leading others
Physical demands, environment and schedule
- Work is normally performed in a shared office environment.
- Typically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.
- Occasional travel to other parts of state and company.
Contact
Spire Inc.
Alabama United States
www.spireenergy.com/
From the same organization
3 Sep, 2026
3 Sep, 2026
3 Sep, 2026
