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Team Lead Customer Support Services

1 month ago

Centerville, United States Alliant Energy Full time

Bring YOUR energy to Alliant Energy

At Alliant Energy, our purpose is to serve customers and build stronger communities. We are passionate about powering beyond the market challenges of today, while powering what's next in energy. When our employees say "I am energy", it means they take pride in the work we do when disaster strikes, as well as all the days in between. We want you to be safe, happy and healthy. That's why we prioritize safety, offer volunteer opportunities and provide competitive pay, comprehensive health and retirement benefits, tuition reimbursement and paid time off.

Job Summary

Alliant Energy has an exciting opportunity for a team player with strong leadership skills to join our Customer Service team as a Team Lead of Customer Support Services.

Implements enhanced customer support services through the company's service delivery system. Develops and implements performance and evaluation of front-line customer support services staff to ensure customer satisfaction while meeting service-level objectives.

This is a hybrid-remote position reporting to either the Cedar Rapids, IA or Centerville, IA office.

What You Will Do

Coordinates information flow between customer support services and other departments, field locations, and the dispatch center to enhance service to our utility customers. Coordinates closely with the Customer Service Operations area to ensure appropriate staffing levels and consistent service delivery.

Holds front-line employees accountable to adhere to defined work schedules to ensure consistent achievement of daily service-level objectives.

Researches, leads and implements projects that meet corporate strategic objectives.

Maintains a thorough knowledge of all company practices, procedures, policies, programs and services to act as a resource for employees and customers to answer routine and sophisticated service inquiries. Analyzes, evaluates, and recommends changes in customer support services practices, policies, systems and procedures.

Resolves customer feedback issues of a sophisticated, sensitive and varied nature.

Maintains a thorough knowledge of the hardware and software for customer support services in order to take appropriate action.

Responsible for implementation of continuous process improvement action that results in increased customer satisfaction and employee engagement.

Performs all management duties including, but not limited to, budgeting, hiring, performance reviews, coordinating and scheduling work, salary recommendations, discipline, ensure employees report to work fit for duty, leadership, grievance resolution, coaching & counseling, models Alliant Energys Core Values at all times.

Education Requirements

Bachelor's Degree emphasis in business, marketing or a related area preferred

Required Experience

3 years technical and/or professional experience

Preferred Experience

Prior call center experience

Prior experience leading people virtually

Other Requirements

Promotes and supports diversity initiatives and equal employment opportunity.

Knowledge, Skills, And Abilities

Demonstrated effective leadership and supervisory skills preferred. Supervisory experience in a customer service work area preferred.

Knowledge of the utility business preferred.

Knowledge of customer accounting, marketing, electric, steam, and gas operations preferred.

Demonstrated financial skills such as budgeting and basic accounting preferred.

Demonstrated effective interpersonal, verbal, and written communication skills.

Proven ability to use computer software programs (e.g., e?mail, word processing, spreadsheet, and project management) preferred.

Ability to work optimally in a diverse work environment.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

It's not just what we do; it's how we do it.

Live Safety. Everyone. Always | Make Things Better | Care For Others | Do The Right Thing | Act For Tomorrow | Think Beyond. Be Bold

Alliant Energy is committed to providing an inclusive work environment for all and is proud to be an Equal Opportunity Employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or any other basis prohibited by law.

All candidates selected for employment with Alliant Energy will be required to successfully complete a drug screen and background check.

Disclaimer:

The above information on this description has been crafted to indicate the general nature and level of work performed by employees within this classification. It is not crafted to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Alliant Energy and subsidiaries is an equal opportunity employer that values diversity in the workplace. Applicants in need of a reasonable accommodation for any part of the hiring process, please email talent@alliantenergy.com.

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