Assoc Supv, Customer Experience/Supv, Customer Experience at BHE (Berkshire Hathaway Energy)

Davenport, Iowa, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

92300.0

Posted On

07 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Policy Interpretation, Procedure Adherence, Complex Situation Handling, System Tasks, Liaison, Mentoring, Coaching, Performance Evaluation, Auditing, Data Reporting, Interpersonal Skills, Leadership, Customer Focus, Supervision, Prioritization, Problem-Solving

Industry

Utilities

Description

This is a multi-level posting. Candidates may be considered for any of the posted levels, depending on their level of experience and depth of expertise. Associate Customer Experience Supervisor: Respond to customer experience agents’ questions on policy and procedures; perform research on accounts; handle complex customer situations. Perform advanced customer service system tasks and 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. Customer Experience Supervisor Supervise the daily activities of a team of customer experience agents who provide a wide range of solutions and services to residential customers. Train, coach and develop service associates' performance through monitoring customer conversations and providing frequent feedback and regular evaluation of employee performance. Audit activities related to customer telephone inquiries and requests by utilizing data reports, technology and related equipment. The position is also responsible for interpreting and understanding rates, bills, metering and credit policies to ensure minimal financial loss or impact to the company. MidAmerican Energy Company, a Midwest utility, provides regulated electric and natural gas service to more than 1.6 million customers in Illinois, Iowa, Nebraska and South Dakota. The company owns and operates a portfolio of power-generating assets, approximately 61% of which is wind generation. MidAmerican Energy Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law. Employees must be able to perform the essential functions of the position, with or without an accommodation.

Responsibilities

The Associate Supervisor responds to agent questions, handles complex customer situations, and provides day-to-day mentoring, while the Supervisor manages daily team activities, trains, coaches, and evaluates service associates' performance through monitoring and feedback.