Customer Service Operations Supervisor

2 weeks ago

Akron, Ohio, United States The East Ohio Gas Company Full time
Position Overview:
The East Ohio Gas Company is seeking a Customer Service Operations Supervisor who excels in fostering teamwork, recognition, and effective communication to meet individual, corporate, and customer satisfaction objectives. This role involves continuous training and development initiatives for team members, leveraging both team and individual recognition to cultivate a culture of customer excellence. The Supervisor will also be responsible for proactively managing the quality resolution of customer or team-related issues while nurturing strong working 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, which includes managing Call Center vendors, Quality Assessment vendors, cross-departmental projects, and reporting activities.
  • Support a team dedicated to achieving high performance, comprehensive business knowledge, and sufficient staffing to surpass the company's customer excellence goals.
  • Ensure that Call Center vendors effectively address procedural and customer service inquiries promptly and accurately, adhering to departmental policies and procedures.
  • Facilitate ongoing development and training for vendors post-initial training to enhance their customer service capabilities.
  • Evaluate and resolve complex customer or functional inquiries by collaborating with customers or business unit partners.
  • Act as the business liaison with Staffing and Recruiting to ensure the selection of highly qualified professionals for Customer Service roles.
Qualifications:

The ideal candidate will possess:
  • A Bachelor's degree in a relevant field with at least 3 years of 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 for engaging with a diverse workforce.
  • Proficiency in Microsoft Office Suite.
You will be able to:
  • Make independent critical decisions under pressure.
  • Proactively identify challenges and effectively utilize resources to resolve issues and make informed decisions.
Preferred Qualifications:
  • Demonstrated leadership and management skills, including critical thinking and analytical abilities, are preferred.
Work Environment:
  • Minimal domestic travel may be required.
  • Office-based work environment.
The East Ohio Gas Company offers competitive workplace programs that provide flexibility for our employees. Our FlexWork model allows eligible employees to work variable schedules, including options for compressed workweeks and remote work arrangements. Eligibility for these options is determined by role requirements.

Physical and Mental Requirements:

Physical requirements include but are not limited to: light to moderate lifting (up to 20 pounds), reaching, typing, and the ability to sit for extended periods.

Mental requirements include the ability to understand and apply instructions, solve complex problems, prioritize tasks, and communicate effectively with individuals.

Diversity and Inclusion:
We are committed to providing equal employment opportunities to all qualified individuals, regardless of various personal attributes. We encourage applicants with disabilities to request accessible formats or assistance as needed.

Application Process:
  • Applications must be submitted through our online recruiting system.
  • Only candidates selected for interviews will be contacted.
  • Final candidates may undergo a security screening, including a criminal records check.

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