Customer Care Supervisor (Butte, Mt Or Huron, Sd)

Customer Care Supervisor

Work Location: Butte, MT or Huron, SD

Pay range: $54,000 to $81,000 per year

Employment Status: Regular Full-time

External candidates apply at northwesternenergy.com

Internal candidates apply through iConnect.

Do you have a genuine desire to develop, mentor and lead a team of customer focused professionals?

At NorthWestern Energy, our Customer Care Supervisors primary responsibility is to lead in the development of a team of frontline, professional customer focused agents. This a critical role responsibile for motivating, guiding and managing contact center agents to ensure NorthWestern Energy customers are provided top tier customer interactions.

What you'll be a part of:

A Customer Care Supervisor is part of a team of highly enthusiastic and experienced supervisors and managers who are dedicated to providing our customers with the positive customer interactions across various mediums.

About this position:

As a NorthWestern Energy Customer Care Supervisor, you will be instrumental in providing learning and coaching opportunities to agents. Customer Care Supervisors collaborate and mentor with peers, network with other departments, and ensure the evolution of customer experiences are met, while at the same time providing ongoing agent coaching, mentoring and career path progression.

Am I the right fit - Below is an overview of the Position:

• Aptitude to work both independently and as part of a cohesive team environment, fostering peer working relationships to share best practices and collaboration across teams
• Demonstrates self-confidence and capable of building credibility among peers and management
• Flexibility and adaptability are essential
• Expectation of extended hours as necessary to include On Call Rotation
• Talent to build and maintain a positive working environment that attracts and retains high quality staff
• Assist in hiring and training employees, monitor team progress and performance, and coaching to cultivate the knowledge and skills necessary to provide top quartile customer service
• Develops team by setting goals, rewarding progress and holding team and self accountable
• Monitor and document performance issues, implementing disciplinary procedures in accordance with company policy when needed
• Ability to effectively evaluate internal and external processes to maintain and ultimately improve production and quality service standards in alignment with strategic initiatives
• Ability and desire to handle escalated calls while providing an excellent customer experience
• Work closely with QA reviewing call evaluations and providing ongoing associate coaching and counseling ensuring KPI's and customer service meets the client expectations
• Ability to process payroll and salary administration
• Effective conflict management skills
• Excellent analytical, customer service and creative problem solving skills
• Excellent communication; written, verbal & presentation skills
• Strong computer skills and the ability to quickly learn multiple systems - background in computers including Genesys, eCIS+, Excel, Microsoft Office, Outlook or the ability to learn is desired or demonstrated ability to learn
• Understanding of regulatory environment and compliance
• Background Bachelor's degree and/or equivalent experience; supervisory experience preferred
• Must have a valid driver's license
• Expectation of extended hours as necessary to include On Call Rotation
• All NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics
• Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives

We offer great benefits:

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. We employ 1,500 amazing people and serve 753,600 customers who are our neighbors in our communities. We are a top employer and offer competitive benefits, including:

• 401K with company match up to 4% and non-elective contribution up to 7%
• Healthcare and wellbeing programs, including dental and vision for you, your spouse and dependents, Health Savings Account (HSA), healthcare and dependent care flexible spending account (FSA)
• Employee Assistance Program (Offering up to six free counseling sessions, per person, per issue, per year for employees, spouses and dependents)
• Life Insurance (Company pays basic employee policy; spouse, dependent insurance also available)
• Tuition reimbursement
• Competitive pay (Scheduled performance-based wage increases and annual incentive opportunities)
• Paid company endorsed volunteer opportunities
• Paid training opportunities
• Paid time off starting on your first day, plus 10 paid holidays

Benefits may vary by position or as negotiated as part of a collective bargaining agreement.

Requisition #4263

Posting Dates: February 18, 2024 through February 29, 2024

Department/Division: Customer Care

Employment Physical: Not Required

Drug Test: Required

Background Check: Required

Relocation Benefit: None

Telecommuting: Part-time within NorthWestern energy service territory negotiable

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, veteran status, genetic information or any other protected class in accordance with applicable federal or state laws and statutes. In compliance with the ADA Amendments Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department at 1-800-245-6977 or at job.inquiries@northwestern.com.