Assoc Supv, Customer Experience/Supv, Customer Experience
On-siteSioux City, Iowa, United States
Job Summary
Respond to customer experience agents' questions on policy and procedures, perform research on accounts, and handle complex customer situations. Provide advanced customer service system tasks and act as a liaison between agents and numerous departments within MidAmerican Energy Company. Mentor and support associates to assess their understanding of policies, technical skills, and processes, while offering supervisory oversight when required. Supervise daily team activities, train and coach service associates through monitoring conversations and providing frequent feedback. Audit telephone inquiries using data reports and technology to ensure minimal financial loss by interpreting rates, bills, metering, and credit policies.
Required Qualifications
- Respond to customer experience agents' questions on policy and procedures
- Perform research on accounts
- Handle complex customer situations
- Perform advanced customer service system tasks
- Act as a liaison between customer experience agents and numerous departments within MidAmerican Energy Company
- Provide day-to-day mentoring and support to assess customer service associates' understanding and knowledge of policies, technical and procedural and process skills
- Provide supervisory oversight when required
- Supervise the daily activities of a team of customer experience agents
- Train, coach and develop service associates' performance
- Monitor customer conversations
- Provide frequent feedback
- Provide regular evaluation of employee performance
- Audit activities related to customer telephone inquiries and requests
- Utilize data reports, technology and related equipment
- Interpret and understand rates
- Interpret and understand bills
- Interpret and understand metering
- Interpret and understand credit policies
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