Customer Service Supervisor – Call Center

Company Name: Eugene Water and Electric Board
Phone Number: (541) 685-7414
City: Eugene
State/Provence: Oregon
Zip: 97401
Job Title: Customer Service Supervisor – Call Center
Number of Openings: 1
Position Type: Miscellaneous Positions
Posting Start Date: September 23, 2016
Salary: 29.65-39.54
Salary Per: Per Hour
Work Time: 40
Work Time Type: Hours
Duties:

The Eugene Water & Electric Board is currently seeking a Customer Service Supervisor in our Customer Contact Center to manage, direct, plan and organize all activities of employees who perform customer service functions. The primary areas this supervisor will oversee are the Customer Call Center, Customer Service Lobby, and Customer Correspondence Team. This position will provide leadership, foster teamwork, evaluate performance and hire. The successful candidate will direct and monitor the department’s training program to assure quality performance. Manage and monitor budgets. Develop, implement and maintain effective Quality Assurance programs fostering continuous improvement and exceeding Service Level Agreement performance. Manage metrics, ensuring customer satisfaction and productivity, and reporting statistical assessments related to performance. Provide full scope of supervision to include: coaching and development, performance evaluations, motivation, discipline and employee relations.

The Customer Service Supervisor will collaborate with supervisors in other areas of Customer Operations and the Customer Solutions Division to successfully lead teams in activities that support EWEB’s Strategic Plan and meet the Contact Center’s Key Performance Indicators.

Experience Required:

Minimum Experience:  Eight years of directly related customer service experience.
This must include at least two years of supervisory / or lead experience.

Education:  Bachelor’s degree from an accredited college or university in business administration, marketing or a related field.

Desirable education, experience, training and certifications. Experience working in the utility industry.

Equivalency:  An equivalent combination of education and experience may be qualifying.

Valid driver license: Yes or the ability to obtain one within 30 days of appointment.

Professional license or registration:  None.

Post-offer background check required:  Yes.

Post-offer drug test required:  No.

Post-offer physical / functional test required:  No.

Apprenticeship or other education/training required as a condition of employment, progression or advancement: None.

 

SUPERVISION AND/OR FUNCTIONAL OR TECHNICAL OVERSIGHT

Supervision or Functional or Technical Oversight Exercised:  Exercises supervision over designated staff.

Type and frequency of personal contact required (general public, customers, organizations, and EWEB employees): Daily personal and telephone contact with the public and EWEB employees.

How to Apply:

For more information and to apply: http://agency.governmentjobs.com/eweb/default.cfm

Posting End Date: October 7, 2016