Description
Summary
Spire is seeking a Customer Experience Coach.
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
Contact
Spire Inc.
Alabama United States
www.spireenergy.com/
From the same organization
9 Dec, 2026
9 Dec, 2026
9 Dec, 2026
