Customer Care and Support Supervisor Location Duluth, MN Application Close Date 6/19/2024 Business Unit Minnesota Power Apply Now (https://phg.tbe.taleo.net/phg04/ats/careers/v2/applyRequisition?org=ALLETE&cws=43&rid=5249) Employment Type:ALLETE - Non-UnionFLSA Status:ExemptAre you a dynamic leader with a passion for exceptional customer service? Do you thrive in a fast-paced environment and have a knack for resolving complex issues with a smile? If so, we have an exciting opportunity! Minnesota Power is an electric utility company based in Duluth, MN. We provide essential electric service in a 26,000-square-mile service area in northeastern Minnesota and serve about 150,000 residential and commercial customers, 14 municipalities and some of the nation’s largest industrial customers. We are seeking a dedicated Customer Care and Support Supervisor to lead our Call Center team, drive customer satisfaction, and ensure our customers receive the best service possible. RESPONSIBILITIES:
Provide comprehensive leadership and direction for Call Center functions and customer policy and assistance services, ensuring exceptional customer service while adhering to state rules, industry regulations, and Company policies.
Coach and motivate representatives to provide excellent service to customers that is accurate and timely.
Provide leadership and direction for customer policy and assistance services in compliance with state rules and to meet regulatory requirements.
Serve as the first point of contact for representative support and as a leadership resource for call escalations.
Oversee staffing, scheduling, and training requirements.
Demonstrate general understanding and working knowledge of utility services, rate and program offerings, and billing.
Ensure adherence to operational standards, including overall performance, call response metrics, customer satisfaction, and issue resolution.
Conduct regular reporting and performance tracking to inform Call Center goals and customer experience objectives.
Assure compliance with safety and regulatory requirements.
Engage with other supervisors, departments, and external businesses for enhancements and establishment of best practices to maximize customer satisfaction and quality service.
Coordinate and oversee office credit and collections functions for past due accounts or services.
Lead Call Center support for storm and/or outage recovery efforts, as needed.
REQUIRED EDUCATION & EXPERIENCE:
Bachelor’s degree PLUS five years or more related experience OR
Associate degree PLUS seven years or more related experience OR
High school diploma or equivalent PLUS nine years or more related experience
Progressively responsible related experience may be defined as experience in:
Customer service delivering high-quality service and resolving escalated customer complaints or issues effectively.
Developing and implementing training programs to ensure continuous improvement in service delivery and performance.
Credit and collections, customer service or related field.
Successfully managing external relationships and cross-functional work groups.
Demonstrating proficiency of leadership competencies.
A supervisory or leadership position within a customer service environment, demonstrating the ability to lead, coach, and develop team members preferred.
SPECIAL REQUIREMENTS:
This position may be considered for a hybrid work arrangement based on ALLETE’s needs. A Hybrid work arrangement means the employee's position will be a blend of work performed both in-person and at an offsite location such as an employee's home office. This position will report to Duluth, MN
Requires excellent analytical and interpersonal skills to support the Company’s policies positively, deliver on customer experience objectives, and establish positive working relationships internal and external to the Company.
Excellent communication skills, both verbal and written, with the ability to communicate clearly and professionally with customers, team members, and within all areas of the Company.
Strong understanding of call center operations, including call routing, quality assurance processes, and performance metrics tracking may be preferred.
Flexibility to adapt to changing business needs, with a focus on delivering results and improvement initiatives.
Excellent negotiation and problem-solving skills; ability to positively resolve conflict.
Ability to remain calm and respectful under pressure and navigate challenging situations, especially during busy hours.
Ability to analyze customer service data and metrics to identify trends, patterns, and areas for improvement, and implement strategies to enhance service quality and efficiency.
Organizational skills and attention to detail.
Familiarity with quality assurance and data analysis software and/or practices.
Proficient in using relevant computer programs and phone systems/software.
This position may be subject to assessment of skills, job match and/or aptitude.
Employer will not sponsor Visas for position.
External applicants must apply online via www.allete.com/careers.
This job posting will be available for application until the position has been filled OR the posting close date noted herein, whichever date is earlier.
ALLETE is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact our Human Resources department at 218-723-7553.
EEO/AA/F/M/Vet/Disabled