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Colorado Springs Utilities Call Center Supervisor in Colorado Springs, Colorado

Call Center Supervisor

Job Type: Supervisor/Manager

Pay Range $70,000 to $83,865

Location Colorado Springs, CO

Date First Posted 9/3/21

Supervisor, Customer Service Center

Hybrid/Remote Work Opportunity!

Who We Are : Colorado Springs Utilities is a community owned, four service utility serving our friends and neighbors for over 130 years. Here in the Customer Services Department, we have a passion for serving the community of Colorado Springs. We are highly driven in our pursuit of living our mission, achieving our vision, and delivering on our brand promises of adding value to our customer’s lives and making our customers more successful.

We are looking for an individual to join our leadership team who knows what it takes to inspire a team to create incredible customer experiences with every interaction.

Do you believe feedback is a gift? Are you someone who understands data and can take action based on what it tells you? Do you have a history of building high-performing teams? If so, can you articulate how you did it, and repeat it? If you answered yes to the questions above, keep reading and apply as we are excited to meet you!

In this job, you will lead a team of 13-15 Customer Service Representatives in the Service Center who perform a variety of customer service interactions including start/stop of service, payment extensions, billing inquiries, account management services and service/field-related transactions for all four utilities services. The Service Center hours of operation are Monday – Friday, 7am – 7pm MST.

Key Areas of Focus :

  • Supervise, Develop, Lead, Coach, and Inspire a high-performing work team; consisting of a hybrid model of on-site and remote employees which requires schedule flexibility to include working in the office as required

  • Resolve complex customer issues and de-escalating tense customer situations

  • Monitor and maintain daily operations with a focus on meeting or exceeding daily service levels

  • Proactively manage and develop system and technology advances to add greater efficiency and effectiveness or the department

  • Manage unit/team projects

  • Manage budgetary responsibilities for the unit/team

  • Oversight, continued improvement, use of LEAN methodology to identify improvements to increase Customer Service satisfaction

  • Guide and lead your team in Service Center best practices and regulations

  • Professional, respectful, and welcoming customer support/service

  • Timely and sound decision-making skills

Who You Are : A self-motivated leader and team member with an associate degree and 2-5 years of Call/Service Center supervisory experience who will help us deliver on our Service Excellence model. With that, creating excellent customer experiences, implementing excellent strategy and leadership, processes, systems, and structures while developing tremendous employees and fostering an inclusive and exceptional culture.

You would be a seasoned call/service center supervisor with demonstrated experience in behavioral coaching to KPIs, leading a successful team via a hybrid/remote environment, possess strong communication skills (written and verbal), and the ability to remain flexible and balance multiple priorities. Proficiency in Microsoft Office Suite - specifically Word, Excel, PowerPoint, Teams and SharePoint is required for this role. Knowledge of rates, Utilities Rules and Regulations (URR) and tariffs, proficiency in the Oracle Utilities Customer Care and Billing (CC&B) system, and experience with system upgrades are all a plus.

What will this opportunity offer? You would have the opportunity to work with and supervise a dynamic and skilled team, whose primary focus is to provide a positive experience for residential and commercial customers through phone, chat, and email interactions.

Additionally, our team…

  • Acts with integrity

  • Anticipates needs, takes action, and commits to follow-through

  • Creates a learning culture, and we challenge people to realize their full potential

  • Holds ourselves and others responsible for attitudes and actions

  • Actively pursues innovation

  • Bring value to every customer and colleague

Colorado Springs Utilities offers a comprehensive benefits program to help you and your family protect your health and financial security.

  • Medical – Select from three medical plans including a Health Savings Account compatible plan

  • Voluntary Wellness Program – Earn incentives, gift cards, and gym membership reimbursements

  • Dental – Select from two plans including orthodontia coverage

  • Vision Insurance – Voluntary plan covering a full range of vision care services

  • Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses

  • Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses

  • Disability Insurance –Short-Term and Long-Term coverage provides income replacement for illness or injury

  • Life Insurance – Term life coverage with the option to purchase supplemental coverage

  • Paid Time Off – vacation, personal leave, sick leave, holidays, jury and bereavement

  • Vacation Buy – Purchase additional vacation time

  • Pension – Colorado PERA retirement plan funded by both employees and the organization.

  • Retirement Saving Programs - Supplement your pension with PERA 401(k) or PERA Roth 401(k), ICMA Roth IRA, ICMA 457 or 457 Roth plan

  • Educational Assistance – Financial assistance for qualifying courses

  • Additional Benefits - Employee Assistance Program, and Long-Term Care Insurance

ATTENTION :

  • All positions will be posted for a minimum of 5 calendar days.

  • Starting pay will be determined at the time of offer based on the experience, education, and training of the successful candidate.

  • Colorado Springs Utilities does not sponsor work visas of any kind (including but not limited to F-1, H-1B, or TN visas). Eligible applicants must be authorized to work in the United States.

Colorado Springs Utilities is an Equal Employment Opportunity/Affirmative Action employer. Our differences make us richer. Learning and growing from one another makes us more than what we were. We want our workforce to be as diverse as our business and recognize the limitless benefits of this commitment. Our desire is to have the organization reflect the diversity of the Pikes Peak Region. As an Equal Employment Opportunity employer, it is our commitment that no person shall be unlawfully discriminated against because of race, color, national origin or ancestry, sex, age, religious convictions, veteran status, disability, political beliefs, sexual orientation, or gender identity. Affirmative Action is Colorado Springs Utilities’ effort to ensure positive steps are taken to have a representative workforce reflective of the relevant available labor force.

For more information regarding applicant rights, visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Accessibility Accommodations . If you are an individual with a disability or disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at accessibility@csu.org or by calling 719-668-7500. This option is reserved for individuals who are unable to use or require assistance with the online tools as the result of a disability and is not intended for other purposes.

E-Verify and Right to Work Notice . Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Colorado Springs Utilities participates in E-Verify. For more information on your rights and responsibilities as an applicant, please visit: http://coloradospringsutilities.jobs/applicants-rights-and-responsibilities/ . If you have a legal right to work in the United States, there are laws to protect you against discrimination in the workplace. You should know that no employer can deny you a job or fire you because of your national origin. Unless mandated by law or government contract, employers cannot require you to be a U.S. Citizen or permanent resident or refuse any legally acceptable documents. If any of these things have happened to you, you may have a valid charge of discrimination that can be filed with the OSC. Contact the OSC for assistance in your own language. Call 1-800-255-7688. TDD for the hearing impaired is 1-800-237-2515. In the Washington, D.C., area, please call 202-616-5594, TDD 202-616-5525 Or write to: U.S. Department of Justice Office of Special Counsel NYA 950 Pennsylvania Ave., N.W. Washington, DC 20530.

Have a question? If you have a question about a position or need assistance from a recruiter, email us at csurecruiting@csu.org or call 719-668-7500.

Job Type: Supervisor/Manager

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