Coach, Customer Experience

Spire Inc. • St. Louis, MO

1d • Onsite

About The Position

Spire is seeking a Customer Experience Coach in our STL location. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people. And we find the best by hiring those who share our values of safety, inclusion and integrity, and demonstrate the competencies that bring the Spire vision, mission and culture to life: Adaptability, Collaboration, and Ownership. By living our values and competencies, we strive to create an environment where employees feel welcome, respected and valued.

Requirements

• Ability to demonstrate the essential behaviors.
• Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives.
• Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others.
• Ability to make difficult decisions and communicate those decisions to others.
• Ability to set challenging and productive goals for the team and holds others accountable for actions.
• Ability to use means available to measure results and provide feedback.
• Ability to provide and communicate clear performance objectives.
• Ability to define roles/responsibilities, motivate and set strategy.
• Ability to understand and use technology.
• 3 years’ experience supervising or leading others

Nice To Haves

• Facilitator certification with one of the leading Customer Service Skills Companies preferred

Responsibilities

• Manages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are met.
• Takes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experience.
• Sets employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performance.
• Collaborates with Quality Assurance & Training team to ensure consistent coaching and delivery of exceptional customer service.
• Oversees complex customer service issues that require leadership review.
• Manages staffing levels and performance to ensure corporate objectives are met.
• Serves as Customer Service lead on enterprise-wide projects.
• Analyzes ongoing processes and recommends solutions to improve overall customer experience.
• Executes appropriate decisions guided by policies, procedures and overall business plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree