WEC Energy Group Customer Service Supervisor/Field Services Supervisor in Wisconsin
Job TitleCustomer Service Supervisor/Field Services Supervisor
Business UnitElectric Operations
External Job ResponsibilitiesThe Supervisor Field Services/Customer Service Supervisor is responsible for leading a team of Service Managers, Energy Service Consultants, Customer Service Technicians, Designers, Expediting Clerks, and other clerical employees, dedicated to providing a high level of proactive service to We Energies gas and electric customers.
Essential functions include:
• Provide strategic leadership to establish and maintain relationships with customers and communities that result in strong loyalty to We Energies as an energy provider.
• Provide coaching, counseling, performance management, goal planning, training and development to team members as required.
• Work with Area Management for both Gas and Electric to make sure customer service and design needs are met and a high quality product is maintained.
•Create an environment so that team members can provide proactive service to customers and communities concerning electric, gas, and steam delivery issues. Issues include new services and upgrades, managing electric relocation for local paving projects, management of planned and emergency outages, management of customers’ reliability issues, energy pricing strategy and billing, etc. • Lead the service team to be the customer advocate for We Energies customers (relationship building), to help customers make good decisions and to influence action internally at We Energies, knowing who to call to get things done, working with construction and maintenance and professional and technical areas within the department in order to respond to and/or resolve customers’ problems, issues, complaints, etc.
Education/Experience RequirementsCandidates must possess an Associate degree in business or related field (bachelor’s degree preferred). In lieu of a degree, candidates with a minimum of 2 years of experience in a leadership role may be considered.
The Field Service Supervisor position requires 3 years of customer service experience. The Customer Service Supervisor requires a minimum of 5 years in a leadership position, and a minimum of three years supervisory experience in a customer service environment - preferably in more than one functional and/or geographic area; and with demonstrated success in leading teams, exhibiting strong customer focus and setting strategic direction. The successful candidate should possess strong leadership ability and above average communication skills, including effective negotiation and client commitment management.
The Customer Service Supervisor will have demonstrated skills or key experiences as follows:
Effectively interact with customers in a wide variety of situations (i.e. customer service work including outage investigations, billing complaints, voltage problems, disconnections and reconnections, energy pricing strategy, etc.).
Manage a budget and perform annual planning
Prioritize work for his/her team and obtain results through employees.
Build effective relationships with peers, employees and Manager.
Successfully develop and coach team members, including performance management.
Demonstrates the company values, especially integrity.
Candidates must have solid PC skills; possess general knowledge of administrative code; rates; rules, and regulations for electric and gas services; understand work flow processes to effectively influence/communicate the need for development or modification of tools/training that support the team members and related processes.