Spire Energy Third Party Operations Specialist in Saint Louis, Missouri
Third Party Operations Specialist
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Date: Feb 20, 2021
Location: Saint Louis, MO, US, 63101
Company: Spire Inc.
At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.
We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:
Living Spire Behaviors
We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.
Spire is looking for a Third-Party Specialist to bring their energy to our team and promote the Spire brand and culture. This position is responsible for leading and representing Customer Experience with our third-party operations.
Duties and Responsibilities
Oversees the relationship between Spire, our third-party contact centers and back office operations
Works closely with third-party management and supervisors to ensure the Spire brand is reflected in third-party interactions with customers
Manages third-party staffing levels and collaborates closely with Quality Assurance and Training team to schedule training classes
Ensures proper planning, staffing and direction of operational functions of all Customer Experience third-party resources. Provides operational and staffing updates to Customer Experience management team
Monitors third-party performance daily to ensure optimal production. Provides regular reporting to Customer Experience leadership team regarding third-party performance metrics
Manages third-party productivity through data analysis, highlighting key performance indicators. Develops action plans that drive continuous improvements
Facilitates weekly third-party leadership team meetings, ensuring expectations are clearly communicated
Demonstrates proficiency in department processes and system knowledge. Acts as a resource in addressing third-party questions, issues and overall customer service concerns
Oversees Customer Experience programs relating to third-party support and process improvement initiatives. Applies project management best practices to all improvement initiatives and projects
Works closely with Connect Center managers to prepare and monitor budget of third-party resources. Reviews monthly invoices for accuracy and alignment with budgets. Monitors third-party Service Level Agreements and ensures targets are met
Manages both the on- and off-boarding of third-party representatives ensuring access to applicable systems
Supports the troubleshooting and escalation of technology, system, and access issues
Manages continuity plan and ensures readiness of execution between Spire and third-party Coordinates testing and communication between Spire and third-party during telephony system outages
Other duties as assigned
Required Education (certifications, licenses)
- Bachelor’s Degree in a business-related field is required
Required knowledge, skills and abilities
5-7 years of customer service or project management experience required
Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions and seek input from others
Ability to use means available to measure results and provide feedback
Ability to adapt in a fast-moving and changing culture
Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people
Proven project management skills that focus on accountability and project success metrics
Ability to work independently and manage time effectively in order to meet individual goals and deadlines
Ability to work as part of a team and display a positive attitude for this dynamic environment
Ability to understand and use technology
Physical demands, environment and schedule
Work is normally performed in a shared office environment
Typically, 8 hours a day, Monday through Friday. Occasional after-hours work may be required.
Up to 50% travel.
We Have Perspective
Spire accepts online applications through our career site at jobs.spireenergy.com
The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer.
We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.
Job Location: St Louis
Job Segment: Quality Assurance, Project Manager, Business Process, Technology, Management
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