SUPERVISOR, CUSTOMER SERVICE CENTER

JOB TITLE: SUPERVISOR, CUSTOMER SERVICE CENTER LOCATION: BANGOR REPORTS TO: ASSISTANT MANAGER, CUSTOMER CONTACT CENTER POSITION STATUS: EXEMPT, NON-BARGAINING UNIT, FULL TIME

Be a part of the team that is transforming the power industry of northern and eastern Maine.

Versant Power is building on our 100-year history of delivering efficient, safe and reliable electricity service to customers in northern and eastern Maine. We never lose sight of safety, quality, integrity and innovation.

We are committed to our dedicated people, who inspire us every day to deliver something more powerful than power alone.

POSITION OVERVIEW:

Versant Power is seeking a Supervisor who shares our commitment to serving customers. As part of our team, reporting to a Customer Contact Center Assistant Manager, you will be an integral part of delivering a safe, professional, quality-oriented customer experience. In this position you will be part of a team responsible for leading and growing our Customer Service Representatives. Supervisors manage the Customer Contact Center workforce to provide the best approach to delivering upon ever evolving business needs and customer experience expectations. This position coordinates and collaborates with other departments to manage and improve end-to-end customer facing processes.

JOB RESPONSIBILITIES:

- Performs duties with the utmost regard for personal, employee, workplace, and customer safety

- Contributes to department success through managing Customer Service Representative performance, identifying problems and proposing and/or aiding/supporting in resolutions, and identifying opportunities for process improvement

- Leads Customer Service Representatives by investing in their growth and development to deliver professional customer service and efficient issue resolution

- Invests time in regular meetings with individuals and teams under their assignment to support, direct, and grow their employees

- Provides opportunities and coordinates training & development of Customer Service Representatives

- Develops workplans and conducts mid-year and annual performance evaluations and for all direct reports

- Performs monthly call monitoring with direct reports

- Leads monthly department staff meetings in conjunction with management team

- Supports Assistant Managers with staffing analysis and call answering statistics to assign personnel schedules and ensure proper staffing levels are maintained

- Interviews, evaluates, and recommends hiring of Customer Service Representatives

- Maintains knowledge of Maine Public Utility Commission regulations, Versant Power Collective Bargaining Agreement, company policies and procedures and ensures adherence

- Resolves escalated customer issues

- Coordinates information requests (Subpoenas, DEA, FBI, Fire Marshal, etc.)

- Approves refund requests

- Participates on projects and business teams as required

- Collaboratively develops schedules due to requests, absences and/or vacations

- Performs other related duties as assigned including designated duties associated with Storm/System Restoration

QUALIFICATIONS:

- Bachelor’s degree or equivalent experience required

- Leadership experience in a high-performance environment with emphasis on excellent service delivery

- Supervisory experience preferred

- Direct experience in the customer service field preferred

- Experience in a unionized environment beneficial

PERSONAL QUALITIES:

- Proven ability to develop and maintain effective relationships

- Excellent communication, interpersonal, organizational, and problem-solving skills

- Demonstrated curiosity in recognizing improvement opportunities and initiative to effect change

- Ability to manage multiple priorities concurrently while meeting deadlines

- Displays professional and courteous behavior at all times

NOTES:

- Position is primarily stationary, with some walking, standing, and driving required

- Irregular hours may be required at times

- A valid Maine driver’s license is required

- Emera Maine is a tobacco free and fragrance-free workplace

RATE OF PAY:

Salary Level is commensurate with experience and qualifications.