Description

The purpose of this position is to contribute to customer satisfaction, retention, and growth by ensuring quality service is consistently delivered in customer interactions. The position is responsible for ensuring all customer experience agents understand and are trained on delivering positive customer service to achieve First Contact Resolution through multiple channels i.e., phone,emails, and written communications. The incumbent will provide direct feedback and coaching from observations to agents and work closely with Customer Experience supervisors to achieve desired results. This role requires an in-depth knowledge of customer experience procedures to ensure agents are performing tasks and contact handling in accordance with established procedures, guidelines, and best practices. The position will monitor, evaluate, and implement improvements to the quality of inbound and outbound customer experience contacts, and/or emails at the Customer Care Centers for Southern Company and Nicor Gas and support Training initiatives through development, facilitation, and evaluation of training courses and curriculum. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintaining regulatory and industry relationships; and trending key performance indicators and both internal and regulatory service levels. This role will support the Customer Experience in its functions as a service provider for Nicor Gas.

Job Responsibilities & Accountabilities by Competency

• Monitor and evaluate verbal and written communications as well as system functions prepare evaluation forms
• Assess performance to identify employee skill gaps; deliver feedback and performance coaching
• Identify and periodically deliver training based on group performance issues to create “top quartile” contact center
• Ensure linkage between monitoring requirements and policy/procedural changes
• Conduct calibration sessions with Leadership Team to ensure consistency in evaluations
• Deliver new employee Quality training
• Document training and coaching delivery attendance, and skill test scores; evaluate results provide feedback to leadership as appropriate
• Coordinate with business partners on recommended courses and training
• Document VOC findings through monitoring activities and implement actions to engage business partners to effect process change or enhancements
• Coordinate documentation (e.g., quality, training, system changes, processes, procedures) review and edit documentation to ensure uniformity, accuracy, and alignment with manual and technological systems
• Assist with development, design, and implementation of monitoring formats and quality standards
• Assist with Call Center Contingency Planeeded
• Use Speech Analytics, Automated Quality Monitoring and other technology platforms, as identified, to review, analyze and interpret call data for insights, trends, recommendations and opportunities for improvement
• Maintain regulatory compliance (intra-company and extra-company accountability)

Description

• Communicate results to Supervisors, enhance partnership with, and escalates skill gap issues as appropriate
• Participate in activities designed to improve customer satisfaction and business performance
• Participate in morale building activi li>
• Manage peer relationships
• Use innovative strategies, creativity and out-of-the-box thinking to promote solutions for improving agent quality, customer satisfaction, and employee engagement

Qualifications

Education, Certifications/Licenses:

Required

High School Diploma or GED

Preferred:

BA/BS or 4-6 years experience in a call center environment analyzing processes and/or quality metrics Related Work Experience:

Utiltities Board of Tuskegee provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

UBT is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Customer Service,

Job Type: Standard

Primary Location: Illinois-Metro Chicago-Naperville

Operating Company: Nicor Gas

Job Type: Standard

Travel (Up to…): Yes, 25 % of the Time

<Union Covered: No

Work Location(s):
G O Naperville – 1844 W Ferry Rd.
(1844NapervilleCODE) 1844 W Ferry Rd.
Naperville, 60536