Alliant Energy Manager Customer Support Center in Cedar Rapids, Iowa
Manages the overall operations of the Customer Support Center (CSC). This includes ensuring that adequate staffing is available to meet projected emergency and non‐emergency volume, efficient delivery of customer bills, customer collections, CSC service level objectives and the management of costs associated with service delivery.
Oversees the planning, design, and implementation of enhanced customer service through the company's service delivery system, which includes telephone, voice response units, emails, web support and other systems and technology.
Monitors and enforces regulatory policies and procedures that impact the utilities’ ability to deliver quality service and billing to customers. Manages operational support for the customer feedback and complaint management process in CC&B, ensuring its effective use to monitor, track and report all customer-related service issues.
Responsible for contact center operations and/or billing operations in multiple geographic locations and management of facility-specific needs and activities, including culture and engagement and daily work flow, and emergency response 24 hours a day, 7 days a week.
Develops strategies and goals for the CSC including service offerings for inbound and outbound applications, customer convenience programs, email and web support, customer billing, voice and data hardware and software applications.
Supports regulatory and operational compliance with customer service-related issues, including timely resolution of escalated customer complaints. Handles confidential and sensitive information regarding customers, employees and corporate matters with discretion.
Develops and manages the CSC operations budget which includes general cost containment efforts. Contributes to the development and management of the CSC's capital budget on an annual basis.
Ensures that the company adherence to proper internal control practices including compliance with regulatory rules and tariffs such as SOX, TCPA (Telephone Consumer Protection Act of 1991), and PII (personally identifiable information).
Represents the company in the regulatory arena as necessary for regulatory filings, SOX compliance, data requests, issues and goal negotiations.
Performs all management duties including, but not limited to, budgeting, hiring, performance reviews, coordinating and scheduling work, salary recommendations, discipline, ensure employees report to work fit for duty, leadership, grievance resolution, coaching & counseling, models Alliant Energy’s Core Values at all times.
All other duties as assigned.
Requisition ID:4043BRPosition Type:Regular Recruiting Location(s):Cedar Rapids, IA, Centerville, IA, Madison, WISchedule Type:Full-Time Posting Details:We are currently recruiting for a Manager of Customer Support Services to support our customer support centers. The position may be filled in Cedar Rapids, IA, Centerville, IA or Madison, WI. This position will be an engaged and valuable member of the leadership team, monitoring workload, developing processes and making strategic business decisions that impact our team's ability and commitment to providing exceptional customer service.
The energy industry is approaching a pivital point - we are moving towards more innovative technology, service offerings and tools used by both our employees and customers. There is opportunity to champion and lead change in how we serve customers.
In this role, you would manage and provide leadership for the daily operations of the Customer Support Center (CSC). You will directly supervise 7 team leads and provide oversight for approximately 160 front line associates across 3 centers. You will lead the development and implementation of strategic initiatives involving the management of incoming call volume, service-level performance standards and the execution of customer support operations strategies.
You will be responsible for utilizing your passion for driving morale and providing collaborative coaching/ mentoring, and developing future leaders. Your enthusiasm, positive attitude and commitment to customer satisfaction will guide our employees to stronger performance.
Due to the nature of the position, 40% travel will be expected to make an impactful impression on all three centers.
At Alliant Energy you will work in a stable industry that has the potential for job growth. We offer:
A commitment to safety and career development
Excellent benefits and a competitive pay rate
An inclusive environment for all employees
Paid time off and competitive vacation packages based on applicable experience
Ergonomically-friendly sit-stand desks
A steady and stable industry
Work with cutting edge technology in a state-of-the-art call center
Job Category:Customer Service Job Qualifications:
Education & Experience Requirements:
A four year degree from an accredited college or university, with emphasis in business, marketing or a related area.
In the absence of a degree four years of related experience is required.
5 years of management experience with 3 of these years in a billing or customer call center area.
Demonstrated experience using or supporting customer information systems.
Evidence of strong leadership experience and a successful track record of developing others through coaching, mentoring, motivating and training.
Demonstrated experience working with labor union management preferred.
Prior experience in customer service or customer facing roles is preferred.
Maintains an understanding of utility industry, information technology, and regulatory trends in order to ensure the department is productive and efficient in meeting customer and the company’s business needs.
Working knowledge of electric, gas or steam operating practices, work methods, maintenance practices, regulatory
Demonstrated understanding of complex voice and data systems as they relate to customer service operations.
Demonstrated financial skills such as budgeting and basic accounting.
Understanding of tariffs for utility billing applications preferred.
Demonstrated effective interpersonal, verbal, and written communication skills; ability to effectively provide service with customers in all market segments.
Demonstrated ability to use computer software programs (e.g., e‐mail, word processing, spreadsheet, and project management).
Ability to work in a diverse and inclusive environment.
Promotes and supports diversity initiatives and equal employment opportunity.
Alliant Energy will not provide sponsorship for an employment visa (e.g., H-1B visa) now or in the future for this position.
*Note: This job is covered by the Department of Transportation regulations on drug and alcohol testing (CFR 49, Parts 40 and 199), and is subject to drug testing according to said regulations.
We are committed to providing an inclusive work environment for all and are proud to be an Equal Opportunity Employer M/F/Disability/Protected Veteran.
Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Posting Title:Manager Customer Support Center