YA1007 - Supervisor Customer Service Job at Ameren
If end date is listed, the posting will come down at 12:00 am on that date:
Wednesday May 24, 2023
About The Position
The Customer Service Supervisor is responsible for supervising customer service employees answering customer inquiries and requests received by telephone, mail, or personal visit.
Key responsibilities include:
- Maintain open line of communication, coach individual employees, encourage the team philosophy, and promote autonomy of all Customer Service Representatives.
- Supervise the daily activities of the customer service center, direct employees in day-to-day activities, and interface with internal and external customers on business and problematic situations. Includes monitoring and training, taking difficult calls, maintaining telephone statistics, and job performance counseling.
- Represent company in contacts with customers, outside agencies, attorneys and the Illinois Commerce Commission. Position may involve meeting field employees at the job site, visiting with customers and attending public hearings.
- Train employees and serve as a resource to them on customer service information systems technology, methodology and practices.
- Assist in the development, implementation and maintenance of new technology, training programs, and/or work methods.
- Special assignments and some travel required as needed.
Qualifications
Bachelor's Degree from an accredited college or university required, specialization in a business related field preferred. Four or more years of customer contact center (e.g., utility, insurance, medical) experience required. One or more years of relevant training experience preferred.
In addition to the above qualifications, the successful candidate will demonstrate:
Thorough knowledge of billing practices and credit and collection policies. Must possess excellent customer and quality focus. Good organization, relationship management, decision making, problem solving, leadership, motivation, conflict management skills and team work skills are also essential. Working hours vary from the normal 8:00 AM to 4:30 PM Monday - Friday schedule. Overtime work is not unusual. Supervisors share duty supervisor coverage responsibilities for weekends, evenings and nights. After preliminary review, selected applicants must take the First Line Supervisor Test and obtain a recommended status in order to be eligible for additional selection procedures (e.g., interview) designated for this position.
This position is subject to reporting to and/or leading employees in the Peoria, Decatur, or Pawnee Contact Centers
Additional Information
Ameren’s selection process includes a series of interviews and may include candidate testing and/or an individual aptitude or skill-based assessment. Specific details will be provided to qualified candidates.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, genetic information, military service or status, pregnancy, marital status, sexual orientation, gender identity or expression, or any other class, trait, or status protected by law.
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