Assoc Supv, Customer Experience / Supv, Customer Experience

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.

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.

Responsibilities

Associate Customer Experience Supervisor :

• Answer customer experience agents' questions on policy and procedures and handle complex customer situations including escalated customer calls. (40%)
• Provide ongoing support to customer experience agents in their transition from classroom training and mentoring to full functional capacity. This will require altering work schedule to match training bay needs, to include second shift and Saturday. (25%)
• Act as a liaison between customer experience agents and other departments within MidAmerican Energy Company. (15%)
• Provide support to customer experience supervisor by assisting in, customer experience agent's safety training coaching, counseling, development, and monitoring of ongoing performance. (10%)
• Provide work direction to customer experience agents in administering the credit policy. (10%)
• Research accounts, perform advanced customer service system tasks as needed and coordinate administrative assignments of non-phone work for customer service associates. (0-5%)
• Perform additional responsibilities as requested or assigned. (0-5%)

Customer Experience Supervisor :

Qualifications

Associate Customer Experience Supervisor :

Customer Experience Supervisor :

Employees must be able to perform the essential functions of the position, with or without an accommodation.

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.

Position descriptions are developed as guides for the employees of Berkshire Hathaway Energy. The management team of Berkshire Hathaway Energy reserves the right to modify job responsibilities and position requirements to meet the corporate business goals and needs.