Job Information
Utilities Service, LLC Call Center Manager - GOS in Media, Pennsylvania
Call Center Manager
Professional charged with hiring, training, and managing staff to handle customer service issues. Must be able to set, meet, and exceed goals by providing excellent customer service and motivating their team to do the same.
If you are interested in starting a career in the Electric, Gas, and Water Utility industry, Grid One Solutions is the right place for you!
With headquarters in Media, Pennsylvania, Grid One has deployment facilities across the United States and parts of Canada. Grid One is part of Asplundh Infrastructure Group, a wholly-owned subsidiary of Asplundh, a major supplier of outsourced field services to utilities and municipalities. Asplundh is a privately held company, founded in 1928, which currently employs over 33,000 people in the U.S., Canada, Australia, and New Zealand.
Job Type : Full-Time +, Exempt (This is a Hybrid work model position)
Pay : Competitive, Salary
Benefits:
Health Insurance (Medical/Dental/Vision) from day one
Company Sponsored Retirement Plan after one year of service
Employee Assistance Program
Life, long-term/short-term disability insurance
Vacation Time after one year of service
Paid Holidays after 90 days
Essential Functions & Responsibilities:
Develop objectives for the call center’s day-to-day activities.
Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
Collect and analyze call center statistics (customer service metrics, etc., for each individual project.)
Assume responsibility for budgeting and tracking expenses for the Call Center.
Hire, train, and coach CSRs to maintain high customer service standards.
Monitor and improve telephone call handling and other processes.
Evaluate performance with key metrics (call quality, abandoned, call-waiting time, etc.)
Prepare reports for different projects daily/weekly or as requested.
Create schedules for CSRs to cover all shifts (Monday through Saturday.)
Ensure proactive calls are completed for each project as required. (Business, Evening, and Weekend.)
Minimum Qualifications:
Must be 18 years of age or older.
Proven experience as a call center manager or similar position.
Experience in customer service is required.
Knowledge of performance evaluation and customer service metrics.
Solid understanding of call center reporting and procedures.
Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
Proficient in MS Office and call center equipment/software programs.
Excellent organizational and leadership skills with a problem-solving ability.
Positive and patient.
Outstanding communication and interpersonal skills.
Must be able to work with clients, train and encourage Customer Service Supervisors and the Customer Service Representatives who report to them.
Effectively convey the organization’s and client’s goals to staff members.
Education & Experience:
High school diploma or equivalent; a Higher degree in a relevant discipline will be appreciated.
Certified Call Center Manager (e.g., CCCM) or ICMI certified or equivalent qualification is a plus.
Pre-Screen:
- Upon offer, employees may be required to complete and pass a pre-employment drug screen, background, and/or MVR check.
License & Certifications:
- A Valid Driver's License is required, with a Driving Record clear of major moving violations.
Physical Requirements:
Rare : (less than 10%): squatting, depth-perception, color-vision, crawling, pushing, pulling, seeing distant, climbing ladders, balancing, gripping.
Occasional : (up to 33%): stooping, kneeling, squatting, body-twisting, sense-of-touch, manual-dexterity, lifting to 10 lbs., lifting to 50 lbs., lifting over 10 lbs. to 50 lbs., climbing stairs, carrying, lifting, range-of-motion, reaching
Frequent : (up to 66%): standing, walking, sitting.
Continuous : (up to 100%): seeing, reading, hearing-speech-range, speaking clearly.
Safety:
Due to the inherently dangerous nature of the industry and requirements to work with or around hazardous equipment, employees must have sufficient eyesight to judge distance/coordination of equipment and tools, be able to maintain attention and concentration for extended periods, be able to withstand exposure to all kinds of weather while completing work assignments, be able to wear personal protective equipment as necessary, be able to enter and exit a vehicle numerous times a day, have the endurance necessary to traverse various terrain, be capable of performing job duties throughout a standard 8- or 10-hour day, be able to communicate with others, read, write, and comprehend written/verbal job instructions and information, and communicate and handle conflict professionally.
Energy is in our DNA - Here's what a day with our team looks like...
About Us:
Grid One Solutions specializes in AMI deployments for electric, gas, and water utilities. In addition to smart grid implementation services for in-home displays and load control devices, Grid One performs meter readings, customer call center operations, field service work, joint use attachment surveys, storm support services, NESC clearance audits and utility asset inspections, construction and contractor management services, pole maintenance, pole restoration/reinforcement, infrared inspection, utility pole asset management solution, field system integrity surveys, gas meter corrosion mitigation and lead testing, and back-office services including secure data transfer and storage. In February 2012, Utility Meter Services, Inc. merged with Grid One, almost doubling the size of its operations in North America.
Individuals must be able to perform the essential functions of the position with or without reasonable accommodation. Individuals with a disability who desire a reasonable accommodation should contact the ADA Coordinator at 1-800-248-8733, ext. 1339. An Equal Opportunity Employer.