Customer Service Operations Supervisor

2 weeks ago

Akron, Ohio, United States Enbridge Full time
Position Overview:
Enbridge Gas Ohio is seeking a Customer Service Operations Supervisor who excels in fostering teamwork, recognition, and effective communication to meet individual, corporate, and customer experience objectives. This role involves ongoing training and development for team members, leveraging recognition to cultivate a culture of customer excellence. The Supervisor will proactively manage activities related to quality resolution of customer and team issues, while building strong relationships with team members and departmental contacts to enhance overall service delivery.

Key Responsibilities:
  • Oversee the Customer Service team's operations within Ohio's Contact Center, including collaboration with Call Center vendors, Quality Assessment vendors, and cross-departmental initiatives.
  • Support a team focused on achieving high performance, comprehensive business knowledge, and adequate staffing to surpass Enbridge's customer excellence goals.
  • Ensure that Call Center vendors effectively address procedural and customer service inquiries promptly and accurately, adhering to departmental policies.
  • Facilitate continuous development and training for vendors post-initial training to enhance customer service capabilities.
  • Resolve complex customer inquiries by collaborating with customers and business unit partners.
  • Act as the liaison with Staffing and Recruiting to ensure the selection of highly qualified professionals for Customer Service roles.
Candidate Profile:

The ideal candidate will possess:
  • A relevant Bachelor's degree with at least 3 years of directly related experience, or an Associate's degree with a minimum of 5 years of relevant experience.
  • Proven leadership and coaching abilities.
  • Strong analytical, problem-solving, and customer service skills.
  • Effective verbal and written communication capabilities.
  • Excellent organizational and planning skills.
  • Strong interpersonal skills to work effectively with a diverse workforce.
  • Proficiency in Office software applications.
Additionally, the candidate should be able to:
  • Make independent critical decisions under pressure.
  • Proactively identify challenges and utilize resources to address problems and make informed decisions.
Preferred Qualifications:
  • Demonstrated leadership and management skills, including critical thinking and analytical abilities, are preferred.
Working Environment:
  • Domestic travel may be required.
  • Office-based work environment.
Enbridge Gas Ohio offers competitive workplace programs that provide flexibility to our team members. Our FlexWork (Hybrid Work Model) allows eligible employees to work variable schedules, opt for compressed workweeks, and work from home up to two days per week, depending on role requirements.

Physical and Mental Requirements:

Physical requirements include but are not limited to: grasping, kneeling, light to moderate lifting (up to 20 pounds), reaching, repetitive motion, typing, and the ability to sit at a computer for extended periods. Mental requirements encompass the ability to understand and apply instructions, analyze complex problems, organize thoughts, prioritize tasks, and communicate effectively.

Enbridge is committed to diversity and inclusion and is an Equal Opportunity and Affirmative Action Employer. We provide employment opportunities to all qualified individuals without regard to various statuses. We encourage applicants with disabilities to request accessible formats or communication supports as needed.

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