JOB TITLE: Supervisor, Customer Care Center

Location: North Fort Myers, FL

Work Hours: M-F, 8-5

Our benefits include:

• Company-wide annual incentive plan
• Medical, vision and dental insurance
• 401(k) plan with a generous 6% company match
• Company funded Pension Plan
• On-site wellness/medical facility
• Company paid Short & Long-Term Disability insurance
• Health Savings Account with an employer contribution
• Flexible Spending Accounts
• Paid time off and paid holidays
• Wellness program with financial rewards
• Tuition reimbursement
• Group life insurance
• Critical Illness and Accident Insurance

LCEC provides reliable, cost-competitive electricity to more than 242,000 customers throughout a five-county service territory located in Southwest Florida. We employ approximately 425 skilled employees and are one of more than 900 electric distribution cooperatives located throughout the United States. LCEC has been recognized locally and statewide as an industry leader and continually receives acknowledgment for the work that our employees do in the community along with other civic, environmental and professional honors.

Position Summary: This position is responsible for handling all aspects of customer service and quality care including North Fort Myers and Immokalee Customer Care Centers. Emphasis will be focused on insuring operational efficiency, staff management, process improvements, training, quality monitoring, customer escalation, effectiveness and monitoring of customer and business processes, as well as defining metrics and benchmarking of measures, defining future strategies, budget and project planning, projects and priorities to meet customer and business expectations as well as appropriate focus on productivity/budgets to insure quality customer care and operational effectiveness. Leadership assignments may vary slightly depending on the assigned team.

Position Responsibilities

• Ensure existing CCC work schedule is being maintained on a daily basis and make changes as needed. This includes continuous monitoring of Contact Center control system, i.e., Finesse and the CUIC reports, and wall display board, making scheduling adjustments as frequently as needed. Coordinate with other teams to ensure adequate staffing exists at all times. This includes handling calls during peak periods. Review and approve timesheets by designated timeframe. Interview and make recommendations for qualified applicants to fill vacancies.
• Monitor progress and provide formal performance feedback - Monthly, formal call monitoring for quality assurance purposes. Review quality assurance reports with reps on a regular basis. Annual appraisals and ongoing coaching / counseling to Agents and Specialist on team. Identify and document variances from the performance reporting system and policies/practices. Complete performance appraisals and coach for continuous improvement and career development.
• Second point of escalation - Respond to and resolve escalated customer inquiries while promoting a positive image of LCEC and the community. Customer inquiry referrals to the next level of leadership should only be after all available alternatives have been exhausted. Referrals must be accompanied by documentation of the actions taken by the Senior Rep. Respond to Customer Survey comments as needed.
• Manage current processes, identify process improvement areas, and assist with the development and implementation of action plans.
• Serve as CCO "subject matter experts"/liaison and facilitate interfaces with other departments / internal customers (e.g., Construction, Meter Reading, System Operations, Accounting, and Engineering) - ensuring cross-functional needs are addressed and interdepartmental relationships maintained. Promote teamwork within CCO and with other LCEC departments. Resolve/communicate system questions and concerns raised by the Specialist.
• Coordinate training plans for team, ensuring they are trained and current with systems, policies, practices/procedures.
• Maintain effective working relationships with employees and customers at all levels within LCEC. Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts. Provide current and accurate information to all requesters, courteously and in a timely manner.
• Design and administer process improvement initiatives to maximize operational efficiency and quality in the Customer Care Operations
• Develop and maintain scheduling processes that equally and efficiently distributes work to meet service standard goals and customer commitments.
• Training staff in areas of customer service and company policies
• Assisting with development and implementation of policies, and explaining these to staff and customers
• Ensure Customer Service Agents meet or exceed (subject to Service Level Incentives as agreed): required Quality measurements, and all other required CCC performance goals, and compliance assurances, effectiveness measurements, and required efficiency and productivity measurements.
• Schedule and monitor training sessions organized to ensure staff have skill set and tools to manage calls.
• This consists of overseeing all avenues of customer engagement (walk-ins, self-service, payments, vendors, internet or via phone). Maintain budget, staff management, process improvements and customer experience accountability.
• This includes developing and maintaining work schedules, ensuring adherence to schedule, coordinating staffing levels and training, interviewing for and filling vacancies, monitoring performance, conducting performance appraisals, coaching and career development of team members, second point of customer escalation, continuous process management and process improvement, and acts as a subject matter expert for various initiatives throughout the company.
• This position will also be responsible for management of remote customer care representatives whether contracted or outsourced.
• Outbound communications Training, Quality Monitoring
• Implement associated technologies to enhance our overall customer engagement
• Complete performance appraisals, IDP's, Employee Engagements and coach for continuous improvement and career development.
• Ensure adequate staffing, training, and enforcement of policies and guidelines.
• Responsible for quality monitoring program and application and insuring that the program and technology is keeping up with our business and customer needs.
• Develop process improvement initiatives to maximize operational efficiency and quality in the Customer Care Operations.
• Make recommendations and monitor trends and analysis on CCO processes.
• Ensure safety/security of our customers, staff and their information.
• Supervision responsibilities including, but not limited to, scheduling, performance measurements and evaluations, coaching and counseling in the area of assigned responsibility.
• Standby/Call out issues - prepare annual standby list; review standby list and make changes to insure coverage as necessary. Review daily incidents and insure that any follow up that is required is completed. Maintain call out issues with on- call/standby employee or LCEC employee when issues or questions arise.
• Serve as a liaison for frontline agents with operations management.
• Document all coaching/development sessions with administrative team.
• Be one of the CCO Leaders for all Customer Care Center disaster recovery, storm restoration and crisis management in support of our business and customer requirements.

Education

• High School Diploma or equivalent (Required)
• Associate's Degree business discipline or equivalent (Required) or
• 5 years' experience in a call center, customer support, billing or related field. (Required)
• Bachelor's Degree business discipline or equivalent (Preferred) or
• 5 years customer service, energy-related, or meter field experience with an electric utility (Required)

Experience

• 2+ to 5 Years experience in supervisory and/or leading a customer support function (Preferred)
• Must have a positive, professional attitude and exemplary customer service skills (Required) and
• Prior electric utility experience (Preferred) and
• Experience in CC&B or similar enterprise billing application (Preferred) and
• 1+ to 2 Years experience operating NISC's iVUE CIS application. (Preferred) and
• 1+ to 2 Years project management or other experience leading process improvement and cross-functional initiatives (Preferred)
• Process improvement skill certification.

Knowledge, Skills, and Abilities

• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor (Required)
• Ability to coach, train, and motivate employees and evaluate their performance (Required)
• Excellent organization skills and the ability to multi-task (Required)
• Excellent problem solving, leadership, and customer service skills (Required)
• Ability to communicate succinctly, both verbally and in written form, with internal and external customers (Required)
• Strong analytical and analyzing skills (Required)
• Experience working within an environment requiring sensitivity and consideration in relation to confidentiality and privacy (Required)
• Supports change and innovation within organization (Required)
• Ability to work independently or collaboratively and creates a sense of trust and reliability with across departments/divisions at various levels in a fast-paced, continuously changing and high-stress environment (Required)
• Strong working knowledge of Microsoft Office products including, Excel, Word, and PowerPoint (Required)
• General office practices and procedures, accounting, and cashiering (Preferred)
• Familiarity with iVUE CIS and iVUE ABS navigation, reporting, and functions, and LCEC billing and collections practices (Preferred)
• A good understanding of company's policies, and procedures and principles (Preferred)

Additional Licenses and Certifications

• Process improvement skills certification (Preferred)

Physical Demands and Working Environment: The physical demands and working environment characteristics described here must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: Standing Occasionally,
  Walking Occasionally,
  Sitting Constantly,
  Lifting Rarely,
  Carrying Rarely,
  Pushing Rarely,
  Pulling Rarely,
  Climbing Rarely,
  Balancing Rarely,
  Stooping Rarely,
  Kneeling Rarely,
  Crouching Rarely,
  Crawling Rarely,
  Reaching Rarely,
  Handling Occasionally,
  Grasping Occasionally,
  Feeling Rarely,
  Talking Constantly,
  Hearing Constantly,
  Repetitive Motions Frequently,
  Eye/Hand/Foot Coordination Frequently
• Working Environment: Frequently Air-conditioned office environment, Rarely Extreme cold, Rarely Extreme heat, Rarely Humidity, Rarely Wet, Occasionally Noise, Rarely Hazards, Rarely Temperature Change, Rarely Atmospheric Conditions, Rarely Vibration.

STORM DUTY REQUIREMENTS.... Responding to storms will be considered a condition of employment: LCEC provides critical services to our community during an emergency. Employees are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our LCEC members. Employees are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's guidelines and procedures.

Please note that at the time a candidate is made a job offer, the candidate will be subject to a background check and a drug screening.