Supv Customer Operations

THIS JOB DESCRIPTION DOES NOT ATTEMPT TO LIST ALL OF THE DUTIES THAT ARE OR MAY BE PERFORMED IN THIS POSITION

Primary Duties

- Selects, develops, motivates and evaluates the performance of employees. Provides feedback to employees to address performance shortfalls, improve technical skills, increase call quality, and develop customer service acumen. Develops and reviews improvement plans to align performance with operational goals as necessary. (55%)

- Monitors and interprets team and contact center performance data to ensure goals are met. Identifies trends and provides reports to management for overall productivity review. (10%)

- Serves as subject matter expert regarding Atmos Energy's customer service systems, policies, procedures, standards, applicable laws and regulations. Supports contact center staff and other departments throughout the enterprise by providing responses to inquiries/question calls. (10%)

- Oversees and ensures compliance with contact center emergency call handling protocol and processes. Provides information to legal department in response to requests for discovery. (5%)

- Reviews, distributes and/or completes Business Process Exception Management cases related to customer concerns, compliments, or other comments. (5%)

- Investigates, evaluates and resolves complex customer service system issues. Takes appropriate action to identify and communicate procedural adjustments in response to system issues. (5%)

- Develops and maintains collaborative relationships throughout the enterprise to create synergies, maximize efficiencies, and expedite the resolution of customer issues. (5%)

Minimum Requirements

Educational/Experience Level:

Bachelor's degree and three years of related experience in customer service, call center operations or related environment preferred; or equivalent.

Communication Skills:

Requires excellent verbal and written communications skills. The incumbent must have the ability to communicate effectively and appropriately with internal and external customers and provide explanations or information on technical concepts to individuals with little or no background in the area under discussion.

Numeric Skills:

Requires the ability to perform analyses involving ratios, percentages and simple statistical methods.

Computer Skills:

Requires intermediate knowledge of various software applications and computer skills to create standardized documents, reports or graphics.

Physical Demands:

Requires occasionally performing activities including, but not limited to, bending, stooping, grasping, reaching, twisting, turning and/or lifting.

Work Conditions:

Works in an indoor environment.

Other Requirements:

As a safety sensitive position, pre and post-employment screenings, including but not limited to drug testing as outlined by the Department of Transportation and Pipeline Hazardous Material Safety Administration are required.

At Atmos Energy, we enjoy an employee-focused culture with rewarding work, competitive pay, work-life balance, inclusion and diversity, and excellent benefits.

Atmos Energy offers benefit eligibility on the first day of employment and they include:

Company-Provided Benefits

- Holidays and Paid Time Off

- Parental Leave

- Retirement Savings Plan (Matching and Fixed Annual Company Contribution)

- Annual Bonus Opportunity

- Employee Assistance Program

- Short-Term and Long-Term Disability Plans

- Basic Life Insurance

- Health Savings Account (HSA) Company Contribution with HDHP

- Employee Assistance Program

- Wellness Programs

- LifeLock Identity Theft Protection

- Paid Training

- Linked-In Learning

Voluntary Benefits

- Retirement Savings Plan

- Medical Insurance and Prescription Drug Coverage

- Dental Insurance

- Vision Insurance

- Employee/Dependent Life Insurance

- Employee/Dependent Accidental Death & Dismemberment Insurance

- Healthcare, Dependent Care and Limited Purpose Flexible Spending Accounts

Top Employer Recognitions

America’s Best Employers – Forbes Magazine

The 100 Most Trustworthy Companies in America - Forbes Magazine

Top Places to Work - Dallas Morning News

Best Places to Work - Mississippi Business Journal

Best Place to Learn - Dallas Chapter of the American Society for Training and Development (ASTD)

Atmos Energy Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Job Family:

Customer Service