Supervisor - Customer Care

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Location: BALTIMORE, MD, United States
Organization: Constellation New Energy, Inc.
Job ID: 222950
Date Posted: Dec 5, 2019

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Job Description

Description

This full-time, key position reports directly to the Manager of Customer Care and is responsible for the direct supervision of new hire employees.

 

Responsibilities include, but are not limited to the following:

 
  • Recruit, hire, train staff, supervise, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action.
  • Monitor and observe calls and provide timely feedback to ensure quality standards and compliance with policies and procedures.
  • Coach and motivate direct reports and provide feedback to ensure performance objectives are being met.
  • Serve as primary point of contact for team member questions, issues and escalations.
  • Develop methods to detect and eliminate non-conformance from standard procedures.
  • Research issues of advanced complexity contained in complaints or requiring escalation.
  • Maintain an adequate internal controls environment for the area(s) of responsibility, including the key controls identified for Sarbanes-Oxley compliance.  Ensure that any known internal control problems/issues/concerns are identified and communicated on a timely basis to immediate supervisor and to the Internal Audit Department.
  • Perform other duties as assigned
 
Position Specifications
 
  • Bachelors degree in related discipline or commensurate experience required .
  • A minimum of 3 years of inbound call center experience, with increasing levels of accountability
  • Experience with IVR, PBX, CRM and MS Office software is a must
 
COMPETENCIES/SKILLS
 
  • Exceptional ability to influence team member and peers
  • Strong planning, problem-solving and analytical skills with the ability to execute actions necessary to achieve goals.
  • Demonstrated experience documenting and implementing new processes and procedures to improve customer satisfaction
  • Knowledge of goal implementation and performance measurement
  • Strong interpersonal and communications skills, both oral and written including excellent grammar, spelling and proofreading skills
  • Successful detail-oriented, deadline-oriented, and multi-tasking experience
  • Pro-active, independent thinker with a can do attitude and a strong sense of urgency
  • In-depth knowledge of current call center tools and technology required
  • Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff in a positive manner toward success
 
WORKING CONDITIONS
  • Physical Demands:  In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.
  • Must be able to see, hear, speak and write clearly in order to communicate with customers; manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment.
  • Work Environment:  In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
  • The office is clean, orderly, properly lighted and ventilated.  Noise levels are considered low to moderate.

Qualifications

Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. 

VEVRAA Federal Contractor


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