Customer Care Coach

Are you passionate about providing exceptional customer service and developing people? Do you want to drive the new standard for customer service through improving policies, processes and developing a team to execute your vision? Do you like making a difference? Then the Customer Care Coach position may be the perfect fit for you!

Are you a Fit?

A successful candidate for this role can manage competing priorities while also pushing your team to reach their full potential by inspiring and motivating them to be better each day. You continuously work towards enhancing the team's effectiveness and ensuring an open and inclusive environment. You have a track record of delivering exceptional results and a passion for customer service.

Other Stuff We Like:

• Minimum of 2 years of customer service or operations experience.
• Minimum of 2 years prior leadership or management experience.
• Previous Gas South or other organization call center/customer service environment experience preferred.
• Bachelor’s degree preferred.
• Strong decision-making skills.
• Conflict resolution and negotiation skills.
• Excellent oral and written communications.
• Organizational and multi-tasking skills.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Prefer experience with customer service systems.
• Prefer experience and understanding of natural gas and/or gas marketing.
• Proficient skills with Excel, Word, and PowerPoint.

More details on what you would be responsible for:

• Coach and develop a Customer Care team by setting clear performance expectations and holding direct reports accountable to key performance indicators.
• Coach, inspire and motivate team members through feedback that adds value to the personal and professional development of Gas South employees.
• Document and deliver disciplinary action and performance improvement plans to correct employee behavior.
• Empower agents to resolve escalated service issues and retain customers
• Ensure all team members understand and meet/exceed all expectations and adhere to all policies and procedures in order to provide amazing service and minimize company risk.
• Adhere to policies and procedures in all aspects of employment (i.e. hiring and selection, training, employee separation, etc.).
• Analyze data and monitor trends to initiate process improvements and efficiency gains. • Ensure agents are properly trained when existing technology is upgraded, and new applications are released.
• Effectively and proactively communicate across departments to improve processes and procedures.
• Embrace changing processes and procedures and support team members to be successful in an environment of constant change and evolution designed to improve the customer service experience and promote the Gas South brand (i.e. Omnichannel, Speech Analytics).
• Support and lead large scale projects which may require significant interaction with various stakeholders (i.e. Operations and Technology teams).
• Ensure fair and consistent treatment of employees; actively support the efforts and intent of Equal Employment