Supervisor Customer Center

Location Madison

Job Category Customer Service

# of openings 1

Apply Now (https://phf.tbe.taleo.net/phf01/ats/careers/v2/applyRequisition?org=MGE&cws=38&rid=1797)

POSITION PURPOSE

The Supervisor Customer Center will supervise, coach, and develop a team of Customer Service Representatives (CSRs) and address performance issues as necessary. The Supervisor will coordinate the activities of CSRs who are responsible for responding to a wide range of customer inquiries and requests pertaining to gas and electric service, such as billing, starting/stopping service, outages, emergencies, collections, and energy efficiency.

DUTIES AND RESPONSIBILITIES

• Supervises CSRs functionally in cooperation with the Customer Center Supervisor Team.

• Manages workflow and standards within the Customer Center to improve the quality of service, including observing random customer calls and providing feedback to CSRs to minimize errors and track operative performance.

• Interacts with customers on complaints and difficult issues. Intervenes on escalated customer concerns. Operates within the scope of existing Company rules, policies, and procedures and Public Service Commission rules in handling customer matters.

• Assists with Customer Center improvement initiatives related to internal processes, procedures, and computer systems and screens to build customer satisfaction, maximize operating efficiency, enhance productivity, and increase collection effectiveness.

• Identifies CSR training needs and assists in developing and delivering training.

• Utilizes computer systems and call management software to forecast workload and schedule resources. Compiles, analyzes, and communicates actual Customer Center results regarding departmental goals and key service metrics.

• Serves on the on-call rotation for service outages and after-hours collection calls.

• Reviews new or proposed legislation and regulations to understand how they may impact the Company's policies, procedures, and practices.

• Participates in professional development activities to expand job competencies and stay updated on new technologies, developments, and best practices related to Call Center and Credit and Collections processes and systems.

• Administers the OPEIU labor contract provisions in day-to-day activities and supervision of employees. Works with the Labor Relations Manager on the first level of review for grievances filed.

• Preserves confidentiality of sensitive customer information encountered as part of daily work.

QUALIFICATIONS

Education and Experience

• Bachelor's degree with relevant major or equivalent work experience.

• Previous customer service background with work experience in a call center environment preferred.

• Previous supervisory background or lead experience is strongly preferred.

Knowledge and Skills

• Knowledge and ability to apply principles and practices of leadership and/or supervision.

• Strong analytical and problem-solving skills. Able to use good judgment in deciding on appropriate courses of action that serve the best interest of both the Company and its customers.

• Able to be self-reliant and exercise considerable initiative in handling day-to-day Customer Center operations.

• Excellent interpersonal skills to foster collaborative working relationships and ensure clear communication channels with supervisors, peers, Company management, and representatives of other Company units.

• Working knowledge of Call Center operations and service standards.

• Strong customer service orientation with an emphasis on the ability to handle escalated customer concerns. Able to convey a professional, positive, approachable, and helpful attitude.

• Familiarity with or the ability to learn and use multiple computer systems for customer inquiries/transactions. Familiarity with or the ability to learn call center management tools such as workforce management systems, call management systems, and quality assurance and recording.

• Strong organizational skills with attention to detail.

• Excellent verbal and written communication skills.

• Able to develop and deliver training.

• Proficiency in using software to manipulate, organize, analyze, and present data required.

• Must demonstrate resilience with the ability to prioritize, multitask, and work well under pressure and in a fast-paced environment.

• Able to understand and administer the OPEIU labor contract.

• Able to work on-call after hours on a rotating basis.

ABOUT THE ORGANIZATION

MGE is a community energy company dedicated to planning and providing reliable energy that balances the needs and values of those we serve. MGE has ranked in the top three utilities in the country for the fewest number of outages in each of the last 15 years. MGE is an investor-owned, government-regulated public utility that generates and distributes electric power to 161,000 customers and purchases and distributes natural gas to 173,000 customers in south-central and western Wisconsin. MGE's parent company is MGE Energy, Inc., a public utility holding company. Its common stock trades on the NASDAQ Stock Market. For more information, visit mge.com and mgeenergy.com.

JOB LOCATION

The position is hybrid, and office days are in downtown Madison, Wisconsin, where MGE is an active participant in community efforts to preserve the area's extraordinary quality of life. Madison is the capital of Wisconsin and a major research and technology city. The area's strong quality-of-life factors include a vibrant economy; urban, suburban, and rural living options; nationally acclaimed public university and public secondary school systems; rich cultural, recreational, and outdoor offerings; and a favorable cost of living.

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