SUPERVISOR, CUSTOMER SERVICE CENTER

VERSANT POWER•Bangor, ME

About The Position

Versant Power is seeking a supervisor who shares our commitment to serving customers. As part of our team, reporting to a Customer Contact Center Manager, you will be an integral part of delivering a safe, professional, quality-oriented customer experience. In this position you will be part of a team responsible for leading and growing our Customer Service Representatives. Supervisors manage the Customer Contact Center workforce to provide the best approach to delivering upon ever evolving business needs and customer experience expectations. This position coordinates and collaborates with other departments to manage and improve end-to-end customer facing processes.

Requirements

Bachelor’s degree or equivalent experience required
Leadership experience in a high-performance environment with emphasis on excellent service delivery
Supervisory experience preferred
Direct experience in the customer service field preferred
Experience in a unionized environment beneficial
Proven ability to develop and maintain effective relationships
Excellent communication, interpersonal, organizational, and problem-solving skills
Demonstrated curiosity in recognizing improvement opportunities and initiative to effect change
Ability to manage multiple priorities concurrently while meeting deadlines
Displays professional and courteous behavior at all times
Position is primarily stationary, with some walking, standing, and driving required
Irregular hours may be required at times
A valid Maine driver’s license is required

Responsibilities

Performs duties with the utmost regard for personal, employee, workplace, and customer safety
Contributes to department success through managing Customer Service Representative performance, identifying problems and proposing and/or aiding/supporting in resolutions, and identifying opportunities for process improvement
Leads Customer Service Representatives by investing in their growth and development to deliver professional customer service and efficient issue resolution
Invests time in regular meetings with individuals and teams under their assignment to support, direct, and grow their employees
Provides opportunities and coordinates training & development of Customer Service Representatives
Develops workplans and conducts mid-year and annual performance evaluations and for all direct reports
Performs monthly call monitoring with direct reports
Leads monthly department staff meetings in conjunction with management team
Supports Assistant Managers with staffing analysis and call answering statistics to assign personnel schedules and ensure proper staffing levels are maintained
Interviews, evaluates, and recommends hiring of Customer Service Representatives
Maintains knowledge of Maine Public Utility Commission regulations, Versant Power Collective Bargaining Agreement, company policies and procedures and ensures adherence
Resolves escalated customer issues
Coordinates information requests (Subpoenas, DEA, FBI, Fire Marshal, etc.)
Approves refund requests
Participates in projects and business teams as required
Collaboratively develop schedules due to requests, absences and/or vacations
Performs other related duties as assigned including designated duties associated with Storm/System Restoration