What are the responsibilities and job description for the Supervisor Customer Inquiry position at New Jersey Resources?
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New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Supervisor Customer Inquiry to provide supervision of personnel to ensure prompt and effective handling of customer inquiries received through all channels of the customer contact center, while maintaining high levels of customer service and satisfaction. Collaborate with peers to identify and implement improvements for the overall operation of the department. Take ownership of key performance metrics and strive for continuous improvement. Design, develop, facilitate and deliver course instruction to call center employees in a professional and effective manner. Proper execution of these responsibilities will improve both individual and organizational performance while building on company goals and expectations.
Major Responsibilities:
Compensation: Expected base pay range for this role will be $76,400- $97,300.
Base pay is based on several factors including, experience, skills, and knowledge.
This role will be eligible to participate in an annual short term incentive program.
Benefits: Medical insurance coverage from day 1; 401k vesting immediate.
New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Supervisor Customer Inquiry to provide supervision of personnel to ensure prompt and effective handling of customer inquiries received through all channels of the customer contact center, while maintaining high levels of customer service and satisfaction. Collaborate with peers to identify and implement improvements for the overall operation of the department. Take ownership of key performance metrics and strive for continuous improvement. Design, develop, facilitate and deliver course instruction to call center employees in a professional and effective manner. Proper execution of these responsibilities will improve both individual and organizational performance while building on company goals and expectations.
Major Responsibilities:
- Oversee day-to-day operations of the customer contact office operations
- Motivate and manage department and individual performance to achieve goals; communicate performance expectations, and evaluate results
- Document both performance recognition and coaching/discipline where performance gaps exist
- Lead by example through personal conduct, attitude, attendance and performance
- Investigate and resolve complex customer account problems and ensure inquiries are handled promptly, effectively and uniformly, and all clerical support functions are completed accurately and on a timely basis
- Regularly evaluate progress against key performance metrics and develop action plans as needed
- Closely monitor performance of customer service representatives to ensure efficient, professional and courteous responses to all customer inquiries
- Ensure team’s goals and objectives are met within their framework as well as that of the Collective Bargaining Agreement
- Ensure team adheres to company policies and required reports, records and orders are completed in a timely, accurate manner
- Provide individuals and department wide training as needed
- Identify methods for continuous performance improvements and efficiencies to meet customer satisfaction goals
- Understand and utilize systems necessary to supervise the operation including but not limited to UCIS, Call Management System, IVR, Virtual Hold, and Business Intelligence tools, provide backup for the Workload Analyst when required and ensure seamless production and critical analysis of metrics and reports
- Bachelor’s degree in business management preferred
- Three to five years of experience in a supervisory field or the combined equivalent in education and experience required
- Excellent communication, organizational, coaching, motivational and interpersonal skills are required
- Results oriented and a clear focus on high quality work with the ability to deliver performance through influence
- Working knowledge of ACD phone systems
- Excellent written and verbal communication skills
- Proficient in MS Office products such as Word, Excel, Outlook, PowerPoint; ability to learn and adapt to new technologies
- Must be flexible based on business needs
- Must be dependable and self-motivated
- Must possess a professional appearance and a willingness to work flexible shifts, including extended hours and weekends when necessary to meet department needs
- Sales experience preferred
- Must be available to work a 1:00 PM to 10:00 PM shift as well as be available for on-call rotating shifts 24/7/365
- The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.
Compensation: Expected base pay range for this role will be $76,400- $97,300.
Base pay is based on several factors including, experience, skills, and knowledge.
This role will be eligible to participate in an annual short term incentive program.
Benefits: Medical insurance coverage from day 1; 401k vesting immediate.
- Employee insurance and medical plans, including prescription, vision and dental benefits.
- 401(k) program with generous company match.
- Company stock purchase plan.
- Wellness programs, including free on and off-site fitness centers.
- Employee Assistance Program (EAP).
- Tuition reimbursement program.
- Paid time off including paid holidays.
Salary : $76,400 - $97,300