Provides general direction and supervision for customer contact center employees ensuring customer service performance standards are maintained. Ensures compliance with applicable laws, regulations, policies, procedures, and standards.
THIS JOB DESCRIPTION DOES NOT ATTEMPT TO LIST ALL OF THE DUTIES THAT ARE OR MAY BE PERFORMED IN THIS POSITION.
1.Selects, develops, motivates and evaluates the performance of employees. Provides feedback to employees to address performance shortfalls, improve technical skills, increase call quality, and develop customer service acumen. Develops and reviews improvement plans to align performance with operational goals as necessary. (55%)
2.Monitors and interprets team and contact center performance data to ensure goals are met. Identifies trends and provides reports to management for overall productivity review. (10%)
3.Serves as subject matter expert regarding Atmos Energy's customer service systems, policies, procedures, standards, applicable laws and regulations. Supports contact center staff and other departments throughout the enterprise by providing responses to inquiries/question calls. (10%)
4.Oversees and ensures compliance with contact center emergency call handling protocol and processes. Provides information to legal department in response to requests for discovery. (5%)
5.Reviews, distributes and/or completes Business Process Exception Management cases related to customer concerns, compliments, or other comments. (5%)
6.Investigates, evaluates and resolves complex customer service system issues. Takes appropriate action to identify and communicate procedural adjustments in response to system issues. (5%)
7.Develops and maintains collaborative relationships throughout the enterprise to create synergies, maximize efficiencies, and expedite the resolution of customer issues. (5%)
Bachelor's degree and three years of related experience in customer service, call center operations or related environment preferred; or
A general educational knowledge normally acquired through a high school diploma or a General Equivalency Diploma (GED) and a minimum of five years of related experience in customer service, utility operations, call center operations or closely related environment, or equivalent.
Requires excellent verbal and written communications skills. The incumbent must have the ability to communicate effectively and appropriately with internal and external customers and provide explanations or information on technical concepts to individuals with little or no background in the area under discussion.
Requires the ability to perform analyses involving ratios, percentages and simple statistical methods.
Requires intermediate knowledge of various software applications and computer skills to create standardized documents, reports or graphics.
Works in an indoor environment. Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.
As a safety sensitive position, pre and post-employment screenings, including but not limited to drug testing as outlined by the Department of Transportation and Pipeline Hazardous Material Safety Administration are required.
Atmos Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, or veteran status.
Atmos Energy Corp.