Assoc Supv, Customer Experience/Supv, Customer Experience

Job Description

This is a multi-level posting. Candidates may be considered for any of the posted levels, depending on their level of experience and depth of expertise. 

?Associate Customer Experience Supervisor:

Respond to customer experience agents’ questions on policy and procedures; perform research on accounts; handle complex customer situations. Perform advanced customer service system tasks and act as a liaison between customer experience agents and numerous departments within MidAmerican Energy Company. Provide day-to-day mentoring and support to assess customer service associates' understanding and knowledge of policies, technical and procedural and process skills. Provide supervisory oversight when required.

Customer Experience Supervisor

Supervise the daily activities of a team of customer experience agents who provide a wide range of solutions and services to residential customers. Train, coach and develop service associates' performance through monitoring customer conversations and providing frequent feedback and regular evaluation of employee performance. Audit activities related to customer telephone inquiries and requests by utilizing data reports, technology and related equipment. The position is also responsible for interpreting and understanding rates, bills, metering and credit policies to ensure minimal financial loss or impact to the company.

Responsibilities

??Associate Customer Experience Supervisor:

• Answer customer experience agents’ questions on policy and procedures and handle complex customer situations including escalated customer calls. (40%)
• Provide ongoing support to customer experience agents in their transition from classroom training and mentoring to full functional capacity. This will require altering work schedule to match training bay needs, to include second shift and Saturday. (25%)
• Act as a liaison between customer experience agents and other departments within MidAmerican Energy Company. (15%)
• Provide support to customer experience supervisor by assisting in , customer experience agent’s safety training coaching, counseling, development, and monitoring of ongoing performance. (10%)
• Provide work direction to customer experience agents in administering the credit policy. (10%)
• Research accounts, perform advanced customer service system tasks as needed and coordinate administrative assignments of non-phone work for customer service associates. (0-5%)
• Perform additional responsibilities as requested or assigned. (0-5%)

Customer Experience Supervisor:

• Perform supervisory responsibilities for up to 20 regular and temporary customer service associates including employee safety, coaching, counseling, developing and monitoring ongoing performance. (70%)
• Ensure that required call center service level goal is achieved. (20%)
• Create a safe environment by making safety a priority and ensuring compliance with all safety regulations and policies. (5%)
• Investigate and respond to complex customer issues and problems. Handle escalated customer complaints, investigate the complaints and provide timely response to the customer. (0-5%)
• Provide technical input to assist in development of project planning. (0-5%)
• Perform additional responsibilities as requested or assigned. (0-5%)

Qualifications

??Associate Customer Experience Supervisor:

• Associate degree or equivalent work experience. (Typically, three years of related, progressive work experience would be needed for candidates applying for this position who do not possess an associate degree.)
• Minimum of two years’ experience as a customer experience agent III or comparable experience.
• Good understanding of gas and electric utility basics and MidAmerican Energy Company policies and procedures.
• Above average communication skills (listening, verbal and written)
• Strong personal computer skills.
• Effective research, analytical and problem-solving skills.
• Effective ability to prioritize and handle multiple tasks and projects concurrently.
• This position is subject to Department of Transportation mandated drug testing, including but not limited to random drug testing.

Customer Experience Supervisor:

• Bachelor's degree in business or related field or equivalent work experience. (Typically six years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)
• Three years of related experience, including one year in a senior technical/leadership role.
• Effective interpersonal skills and leadership abilities.
• Effective listening, oral and written communication skills to convey and comprehend an exchange of information.
• Customer focus to understand and meet the needs of external and internal customers.
• Ability to supervise and lead up to 20 direct reports.
• Flexibility in working varied hours/schedules.
• Self-motivated.
• Effective personal computer skills.
• Effective analytical and problem-solving skills.
• Strong ability to prioritize, organize and handle multiple tasks and projects concurrently.
• Knowledge of rates and regulations, customer service policies and procedures preferred

Employees must be able to perform the essential functions of the position, with or without an accommodation.

All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law. 

Position descriptions are developed as guides for the employees of Berkshire Hathaway Energy. The management team of Berkshire Hathaway Energy reserves the right to modify job responsibilities and position requirements to meet the corporate business goals and needs.

About Us

MidAmerican Energy Company, a Midwest utility, provides regulated electric and natural gas service to more than 1.6 million customers in Illinois, Iowa, Nebraska and South Dakota. The company owns and operates a portfolio of power-generating assets, approximately 61% of which is wind generation.

About the Team

MidAmerican Energy Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law. Employees must be able to perform the essential functions of the position, with or without an accommodation.