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Southern Company Customer Care Supervisor in Naperville, Illinois

Customer Care Supervisor

Description

Job Summary:

The purpose of this position is to supervise daily operations of multi-functional, unionized customer contact teams in support of Southern Company Gas regulated utility, Nicor Gas. The role is responsible for customer contacts and responds to service requests; questions, complaints, and billing and general inquiries; and is responsible for providing service delivery with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The individual is responsible for a high volume, fast paced, and multi-tasking environment of inbound customer contacts (commercial and residential) via telephone, online, fax, email, social media and Chat to serve a customer population of more than 2 million. This position may also provide support to contracted provider of inbound call handling. Their responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; meeting and measuring key performance indicators, internal and regulatory service levels, and labor relations. Responsibilities also include direct supervision and development of hourly employees ranging from 25 - 30 employees. They are responsible for budget compliance and workforce administration within budget. In addition, this position will be required to participate in periodic 24/7 on-call rotations. This individual will be a safety-conscious leader who demonstrates behaviors that are consistent with Our Values – Safety First, Unquestionable Trust, Superior Performance and Total Commitment.

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

  • Supervise employee activity (work management, delegation) to ensure attainment of work goals

  • Monitor and measure operational performance against established goals and metrics (service level, productivity, quality)

  • Respond to customer inquiries in accordance with established service level agreements within assigned operational companies (respond to customer emails, letters)

  • Identify, respond to, and resolve service disruptions (vendor, systems, process)

  • Provide supervision support to work provided by contractors handling inbound calls.

  • Provide resolution to customer issues through direct contact or guidance to subordinates.

  • Communicate and administer policy and procedure and ensures compliance within work team

  • Collaborate with training department to document work flow and processes

  • Maintain regulatory compliance (intra-company and extra-company accountability)

  • Adhere to established policy, procedure and quality standards within service standards or metrics for work performed

  • Track related work activity for business process reporting & workload management

Business Acumen:

  • Develop and manage operation plan including contingency planning for core activities within assigned area of responsibility (based on strategic objectives)

  • Align work processes in compliance with customer care policy and processes (customer contact handling, staffing and retention, workforce management, employee relations)

  • Influence business decisions through root cause analysis, process validation, best practice research, and timely communication

  • Implement best practices to improve the customer experience

  • Analyze and interpret business data and information

Engagement:

  • Accountable for staff selection, development and retention for employee groups

  • Leads monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions

  • Able to interact with individuals at all levels within the company, as well as external

  • Lead monthly communication forums within employee group to ensure information exchange and participation in decision making processes

  • Leads morale building activities

  • Manage peer relationships

Driving Results:

  • Excellent use of employee coaching and performance management to improve skills and promote continuous learning within the team

  • Monitor and evaluate verbal, written, and system skills of employees

  • Develop action plans for the business and operation needs of the organization

  • Drive self-serve migration and other Contact Center strategic initiatives

  • Develop training baseline for employee group

  • Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action as needed

  • Must meet KPI and service level targets on a consistent basis

Qualifications:

Education, Certifications/Licenses:

Required:

  • High School Diploma or GED

Preferred :

  • BA/BS degree

Related Work Experience:

Required:

  • 3-5 years customer care leadership experience

Preferred:

  • 2-3 years utility experience

  • Project management experience

Or

  • Equivalent academic education and work experience

Specific Skills & Knowledge:

Required:

  • Excellent verbal and written communication

  • Interpersonal

  • Planning and organization

  • Time and task management

  • Analytical

  • Proficient in Microsoft Office products

  • Proven decision-making skills

Preferred:

  • Strong technical acumen

  • Understanding of Contact Center Operations, to include staffing, scheduling and daily management of resources to balance Service Level objectives across multiple channels

  • Bilingual Spanish is a plus

Working Conditions/Physical Requirements:

Some business travel (5 – 20% travel): The individual could be required to travel to the various company sites and to conferences and meetings. Trips may require air travel and/or overnight stay from home for one or more nights

Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities.

Southern Company (NYSE: SO) is America's premier energy company, with 44,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million electric and gas utility customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric utilities in four states, natural gas distribution utilities in seven states, a competitive generation company serving wholesale customers across America and a national recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top utilities in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com at http://www.southerncompany.com/ .

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Customer Service

Job Type: Standard

Primary Location: Illinois-Metro Chicago-Naperville

Operating Company: Nicor Gas

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

G O Naperville - 1844 W Ferry Rd. (1844NapervilleCODE)

1844 W Ferry Rd.

Naperville, 60536

Req ID: GAS2002961

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