Customer Service Supervisor

3 days ago

Oklahoma City, Oklahoma, United States Electricenergyonline Full time
Job Title: Supervisor Customer Support- Residential OG&E Location: Oklahoma Category: Customer Service

Job Summary:

We are seeking a highly skilled and experienced Supervisor Customer Support- Residential OG&E to join our team. As a key member of our Customer Operations department, you will be responsible for planning, organizing, and directing the day-to-day activities of a team of customer service representatives. Your primary goal will be to ensure that customer inquiries are responded to in a timely and effective manner, while also meeting operational requirements and achieving service and quality standards.

Key Responsibilities:

  • Supervise and direct a team of customer service representatives to ensure that customer inquiries are responded to in a timely and effective manner.
  • Plan, organize, and direct the day-to-day activities of the team to meet operational requirements and achieve service and quality standards.
  • Ensure that customer responses are completed on a timely basis to meet service and quality standards.
  • Coordinate work activities to achieve the volume expected to meet operational requirements.
  • Ensure that resources (tools, information, enabler support, etc.) are available for the team to provide on-time, quality service for the customer.
  • May lead a team responsible for processing customer orders, bills, and accounts; and applications for service initiation, maintenance, and termination.
  • Plans, directs, supervises, and evaluates work flow.
  • Monitor performance of staff members according to established monitoring standards; this may include call monitoring.
  • Recognize and recommend operational improvements.
  • Responsible for the day-to-day application of organizational policies and procedures.
  • Responsible for all hiring decisions, coaching, disciplinary actions, and performance management, including conducting performance appraisals.
  • Develop and monitor the application of operating systems, including policies and procedures, operating structure, and information flow.
  • Conducts analysis related to call center metrics, reporting, customer satisfaction, quality, and other ad hoc and special project requests.
  • May assist with special projects as assigned.
  • Coach the team for improved performance and adherence to safe work practices; motivate the team to achieve goals through a variety of methods, including recognition and success celebrations.
  • Lead team meetings for communication, safety, coordination of work, and team development.

Requirements:

  • Associate's Degree in Business or other related discipline.
  • 4 years directly related experience in a customer operations/call center environment; or 6 years directly related experience in a customer operations/call center environment.

Working Conditions:

Shared office environment in Customer Operations. Extended use of computer equipment, including keyboard, monitor, and mouse. Fast-paced environment with attention to ACD system and call times. May be required to work non-standard work schedules. May require travel.

Safety Requirements:

All positions in which driving is an essential function of the job, regardless of whether the job code is marked safety-sensitive or not, will also be included as safety-sensitive. Individuals in positions in which driving is an essential function are subject to the terms and conditions set forth in OGE Energy Corp.'s Drug Testing Plan.

Knowledge, Skills, and Abilities (KSAS):

  • Strong knowledge of customer service, billing, and collection practices and environments.
  • Excellent customer service skills.
  • Ability to communicate effectively in writing and speech with all levels of company management and with other internal and external contacts.
  • Advanced knowledge of call center process; rules and requirements governing customer service; and the customer service (computer) system; front office and back office.
  • Ability to complete multiple tasks and manage time effectively to meet all assigned deadlines.
  • Must understand the importance of goal attainment with a high standard of ethics.
  • Analytical skills with the ability to organize data from multiple resources.
  • Ability to motivate in a team environment.
  • Must be able to lead by example while maintaining flexibility and creativity.
  • Knowledge of SAP and Microsoft Office Suite.
  • Maintain professional demeanor at all times.
  • Must be available to work a flexible schedule relative to customer service hours of operation.
  • Detail-oriented.
  • Collaborative skills to work with the team, members, and members in other areas in shared decision-making.
  • Ability to facilitate team meetings and activities, utilizing formal facilitation techniques and processes.
  • Process design/process improvement skills.

Licenses and Certifications:

No licensure or certification required.

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