The Supervisor Customer Care Services is responsible for achieving high customer and employee satisfaction scores by effectively planning, assigning and monitoring 24-hour day-to-day operations in the contact center and Energy Plaza walk-in office. This role leads the selection, development, and performance management of qualified staff members who are tasked with providing quality, responsive service and delivering customized energy solutions to a diverse customer population in a changing industry. The Supervisor Customer Care Services effectively prioritizes and delivers on competing priorities, along with influencing operational excellence by supporting, identifying, initiating and coordinating continuous improvement efforts to streamline processes for an enriched employee and customer experience while reducing the cost to serve.

Attract, develop and retain a workforce committed to providing best in class customer experiences and continuous improvement efforts.

• Ensures the selection, coaching, development, and performance of a qualified staff.

• Accountable for ensuring employees perform at the productivity and quality levels established for the department as well as administering performance evaluations.

• Lead the accountability of staff to ensure corporate measures are met.

• Coach employees in the handling of customer inquiries in a manner that compliments the corporate image of the Board of Directors and Senior Management.

• Seeks input from employees and implements improvements when needed to ensure efficient operations and a high level of customer satisfaction.

• Ensure the timely response and completion of work assigned to the department including responsiveness to customer queues.

• Maintains operational knowledge of the policies, processes and technology used to support the work of the department.

  Effectively apply OPPD’s Management Leadership Practices (MLP’s) in planning and assigning the work of staff members. Build and maintain a competent team through effective recruiting, selection and ongoing development.

• • Managerial Planning – Determine how to achieve the goals of the unit/team through effective metrics development, individual task assignment, seeking input from your team, and employee development

• Managerial Meetings – Conduct managerial meetings with staff on a regular and predictable schedule to provide coaching opportunities/ context setting/ development/ clarity of task / feedback.

• Coaching/Feedback for Competency of Role – Provide coaching and feedback opportunities to staff to continuously improve their competency in the work of their role

• PEA – Conduct and complete performance appraisal conversations and documentation requirements per defined schedule.

  Qualifications

  Required:

• Bachelor’s degree in business or related discipline and two (2) years of customer service experience; OR five (5) years of experience in customer service related field

• Competent with Microsoft Office suite of products with an emphasis on Outlook, Word, Excel and PowerPoint skills and capability.

  Desired:

• Bachelor’s degree in business or related discipline.

• Supervisory experience.

• De-escalation and service recovery skills.

• Familiarity of electric utility industry.

• Knowledge of OPPD rates, regulations, products and services.

• Sales experience.

• Exposure to delivering customer service in multiple channels (i.e. phone, walk-in, online, chat, etc.).

• Experience with remote working environment.

• Working knowledge of CSO business systems.

  Time Demands:

• This position is considered an “essential position” meaning when business necessity and continuity needs are emergent, this position will be required to report to work and may be required to work hours beyond an employee’s normal shift.

• Maintain regular and predictable attendance in alignment with Departmental policy.

• Must be available for additional support during peak volumes, technology disruptors and storms as required to ensure continuance of efficient operation.

  Closing Statement

  S4:

  Base: $83,870

  Midpoint: $104,837

  At Omaha Public Power District , we’re passionate about three things: power, the people who make it, and the people who rely on it.

  WE ARE: Where the Light Starts. OPPD is the 12th-largest public power utility in the U.S., serving over 850,000 people across 5,000 square miles and 13 counties.

  WE’RE COMMITTED TO: Each other and the people we serve. This commitment drives us. We’re dedicated to providing our communities with affordable, reliable, and environmentally sensitive energy services today, tomorrow, and well into the future.

  OUR JOB: To provide power with a purpose. We have real impact - on people’s lives, on the environment, and on the future of energy. We’re always looking for bright, capable people who want an opportunity to lead from where you are—wherever you are— and know that your ideas will be heard. If you want to be a source of real, positive change for the community and the people who live in this region, then working for a company acknowledged for caring about these same things is likely a priority for you as well.

  Org Marketing Statement

  EOE: Protected Veterans/Disability

  How To Apply

  Apply online at www.oppd.com on or before May 31, 2023.

  Recruiter: Jennifer Skupa - jkskupa@oppd.com #LI-JS1 PLEASE NOTE - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.