Conservation Services Group

Contact Center Supervisor

Job Summary

Company:

Conservation Services Group

Category:

Any

Type:

Employee

Status:

Full Time

Relocation:

None

Industry:

All

Close Date:

09/21/14

Compensation:

Hours:

Not Applicable

Location:

Fall River, Massachusetts, United States, 02720

Description

Conservation Services Group (CSG) is the leading provider of residential energy efficiency programs in North America. CSG has helped Americans make smart energy use decisions an important part of the way they live and work since 1984. The company designs, develops, and delivers innovative, results-driven programs. CSG employees  are committed to a mission of delivering these comprehensive programs to help people use energy more wisely. Energy efficiency and renewable energy are our sole business, not one of a hundred departments in a large corporation. CSG provides proven expertise to utilities, state agencies, trade allies and homeowners, tenants, and property owners seeking to improve home durability, safety, air quality and comfort while saving money. We bring creativity and commitment to our goals of championing the development and use of safe, clean energy.
  
People who work at CSG say that it's a unique kind of organization — one that nurtures individual talents and inspires dedication. We share a commitment to our work and our mission. CSG has a collegial atmosphere, where people respect and encourage each other to help the environment and change the way our country uses energy. How about you; do you see yourself as a part of our team?

 

Supervises a team of Customer Service Representatives within a regional contact center.  Monitors the day-to-day operations to ensure all policies, procedures, department key performance indicators, and timelines are adhered to.  The Supervisor is a key player in ensuring CSG meets the requirements of the clients and customers.  They are a critical member of the Management Team.  The position requires someone who is a self-starter and can manage internal and external relationships.

 

  • Responsible for the daily function of a regional contact center including but not limited to attendance, staffing adequate coverage to ensure customer/client issues are addressed in a timely manner, while meeting and/or exceeding all department key performance indicators, including telephone metrics and quality assurance.
  • Manages internal relationships with program operations and is the key member of the contact center team who will interact with program operations daily.
  • Monitors and distributes workload amongst team members daily, adjusting and balancing as needed based on demand, special requests and staffing conditions.
  • Fulfills special request from field operations team, account representatives and marketing.  This includes special delivery requests and any issue escalation and follow through as it pertains to customer service.
  • Trains new and existing employees and identifies/implements efficient improvement opportunities.
  • Responsible for ongoing coaching and personal development of each CSR including progressive performance management and corrective action.
  • Administers monthly quality assurance monitoring and performance review sessions of CSRs to ensure the highest level of customer service is being provided while ensuring program requirements are being met.
  • Provides activity reporting regularly to Corporate/Central Services.
  • Work with internal and external stakeholders to regularly meet client expectations.
  • Interview and hire new employees, including support to other regional sites.

 

Supervises a staff of Customer Service Representatives within a contact center. Monitors the day to day operations of the center to ensure all policies, procedures, department key performance indicators, and timelines are adhered to.  The Supervisor is a key player facilitating the flow of information between staff, customers, utilities, and clients. They work with the Management Team closely and is a visionary, self-starter requiring little to no supervision.

 

Responsibilities:

  • Responsible for the daily function of the contact center including but not limited to attendance, policy compliance, and scheduling of adequate coverage to ensure customer/client issues are addressed in a timely manner and that all department key performance indicators including telephone metrics are met. Distributes workload amongst team members daily.
  • Fulfills special requests from field operations team, account representatives and marketing.  This includes special delivery requests and any issue escalation as it pertains to customer service.
  • Trains new and existing employees and identifies/implements efficiency improvement opportunities.
  • Supports the management team on the personal development of each Customer Service Representative/Lead up to and including corrective action and development opportunities.
  • Responsible for meeting &/or exceeding key performance indicators
  • Regularly conducts quality assurance monitoring of CSRs to ensure the highest level of customer service is being provided while ensuring program requirements are being met.
  • Provides support to other Contact Center Management as needed
  • Provides activity reporting regularly to the National Center
  • Work with program operations regularly to meet client expectations
  • Interviewing and performance management

Requirements

Qualifications:

  • Bachelors degree or equivalent combination of education and experience.
  • 4 - 6 years of call center and customer service experience, preferably with 1-2 years supervisory experience.  History working with clients (internal and external) and meeting mandated KPIs. Remote site management experience preferred.
  • Excellent communication skills (written and verbal), leadership and supervisory skills. Operate an VoIP Phone System, Call Recoding and Tracer Program and working with budgets for monthly billing and reporting requirements.
  • A strong aptitude for personnel & project management.
  • PC skills, Microsoft Outlook, Word, Excel.  Prairie Fyre Call Accounting Software a plus.

 

Salary Range: Commensurate with experience

 

CSG’s compensation package includes comprehensive medical coverage with BlueCross BlueShield Blue Care Elect PPO, dental coverage with Delta Dental PPO, and vision coverage with EyeMed Vision Care; Employer paid life and AD&D insurance and STD & LTD insurance coverage; Plus paid holidays, PTO, and employer matching 401(k) retirement plan.

 

Please apply online at: http://jobs-csg.icims.com  
 
CSG is an Equal Opportunity Employer

 

Key Words: green jobs, energy efficiency, utility, conservation, BPI, LEED, weatherization, HVAC, clean energy, energy conservation, csg jobs, energy consulting, energy efficient, green energy, renewable energy

 

 

Apply Here

 

PI81397065

Company

Conservation Services Group (CSG) is the leading provider of residential energy efficiency programs in North America. CSG has helped Americans make smart energy use decisions an important part of the way they live and work since 1984. The company designs, develops, and delivers innovative, results-driven programs. CSG employees are committed to a mission of delivering these comprehensive programs to help people use energy more wisely. Energy efficiency and renewable energy are our sole business, not one of a hundred departments in a large corporation. CSG provides proven expertise to utilities, state agencies, trade allies and homeowners, tenants, and property owners seeking to improve home durability, safety, air quality and comfort while saving money. We bring creativity and commitment to our goals of championing the development and use of safe, clean energy.

People who work at CSG say that it's a unique kind of organization - one that nurtures individual talents and inspires dedication. We share a commitment to our work and our mission. CSG has a collegial atmosphere, where people respect and encourage each other to help the environment and change the way our country uses energy. How about you; do you see yourself as a part of our team?