Connexus Energy

Customer Service Supervisor

Category
Supervisory/Management
US-MN-Ramsey

Overview:

Join our team as Supervisor of our Member Services Department, providing leadership and support of our day-to-day operations and front desk activities.  You'll love our culture of collaboration and team work, focus on serving our members, and leading edge technology in the utility business. 

 

We are located in Ramsey, MN in a convenient north-suburban location.  We have received high ranking in service reliability and customer service and are the largest distribution cooperative in MN.

Key Responsibilities & Results:

Execute and maintain quality assurance strategies to ensure contact center consistency, increase first contact resolution, and achievement of promotional goals. 

  • Determine training needs.
  • Conduct call monitoring and qualilty checks.
  • Monitor customer satisfaction scores and departmental performance metrics.

Document, research and follow-up on customer complaints. 

  • Minimize negative impact on member satisfaction.
  • Follow-up with employees and provide coaching.
  • Work to identify trends to determine process improvements.
  • First point-of-contact for escalated calls.

Provide day-to-day work direction. 

  • Establish and manage work schedules, approve time off and submit time reporting.
  • Assist with staff meetings.
  • Work with manager to communicate and implement process changes.
  • Administer ongoing processes and reports.
  • Respond to peak workloads by processing member requests and/or phone calls.
  • Participate and coordinate in outage restoration efforts.
  • Participate as subject matter expert (SME) related to cross departmental process improvements and projects.

Perform other related tasks in conjunction with Manager in order to ensure high quality. 

  • Help establish and communicate department and staff goals.
  • Write and conduct performance reviews, establish employee goal and development plans, and conduct one-one meetings.
  • Address and document performance issues, help manage conflict, and provide ongoing coaching.
  • Assist with planning department/group training.
  • Recruit, hire and train new employees.
  • Provide formal and informal recognition to employees, team, and foster teamwork.

Required Talents, Skills, Expertise, Education:

  • Associates degree in business or related field (Bachelor's preferred)
  • 5 years of customer service experience, preferably in a high volume, customer centric service organization
  • 2 years' experience in a leadership role
  • Working knowledge of Microsoft Office products
  • Familiar with ACD and other call center technology
  • Excellent written and verbal communication skills
  • Excellent customer service skills
  • Knowledge of or ability to learn state and utility regulations
  • Ability to develop knowledge of Customer Information System (CIS) software
  • Ability to lead change
  • Ability to apply structured problem solving techniques
  • Collaborative with a team-orientation
  • Builds strong relationships with both internal and external contacts
  • Strong organization and time management skills
  • Flexibility and willingness to work evenings and weekends as needed (e.g., during storms) 

Additional Data:

The application review process will begin on or around October 18, 2017.

 

Compensation:  This position offers a competitive salary and an attractive benefits package including medical, dental, life, disability insurance, 401(k), and tuition reimbursement.

 

An Affirmative Action/Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.

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