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Company | Spire |
Address | Birmingham, AL, United States |
Employment type | FULL_TIME |
Salary | |
Category | Utilities |
Expires | 2023-09-14 |
Posted at | 8 months ago |
Company Overview
- We collaborate: We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger
- We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs
- We care: We treat people how we want to be treated, listening closely and doing what’s right, even when it’s hard
- We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance
- Serves as Customer Service lead on enterprise-wide projects
- Takes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experience
- Collaborates with Quality Assurance & Training team to ensure consistent coaching and delivery of exceptional customer service
- Analyzes ongoing processes and recommends solutions to improve overall customer experience
- Manages staffing levels and performance to ensure corporate objectives are met
- Oversees complex customer service issues that require leadership review
- Sets employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performance
- Manages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are met
- Executes appropriate decisions guided by policies, procedures and overall business plan
- Ability to understand and use technology
- Ability to set challenging and productive goals for the team and holds others accountable for actions
- Ability to demonstrate the essential behaviors
- Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others
- Ability to use means available to measure results and provide feedback
- 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 define roles/responsibilities, motivate and set strategy
- Ability to make difficult decisions and communicate those decisions to others
- Ability to provide and communicate clear performance objectives
- Bachelor’s Degree or 3 years equivalent work experience in leading a team.
- Facilitator certification with one of the leading Customer Service Skills Companies preferred
- 3 years’ experience supervising or leading others
- Work is normally performed in a shared office environment
- Typically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.
- Hybrid work schedule - Mon - Wed (office) & Thurs - Fri (remotely)
- Occasional travel to other parts of state and company.
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