Location: Greenville, KY
Position Purpose: This position is responsible for providing quality and efficient customer service to customers through the daily oversight of employees to include hiring, motivating, recognizing and rewarding, problem solving, coaching, feedback, and policy/procedure guidance to customer service staff. Additionally, the position is responsible for assisting the manager with development, analysis and implementation of staffing, training, scheduling and cash management functions. Ensures delivery of excellent customer service overseeing the accurate and efficient processing of customer transactions in accordance with associated company policies, regulations and procedures, thus promoting the company’s customer experience strategy. This position provides second level support for customer issue escalation.
This position will support business offices in Barlow, Earlington, Morganfield, Eddyville and Greenville, KY. City Greenville Job Function Customer Service/Operations.
Required Education & Experience: High school diploma or GED is required. Three years of leadership experience in customer service related field required. Excellent computer skills and proficiency on customer service hardware/software related systems as well as a working knowledge of Microsoft Office products (i.e. Word, Excel and PowerPoint). Five years of customer service experience with excellent work performance and attendance. Excellent interpersonal skills, accurate cash handling abilities, self-motivation, independent thinking, self-reliance and a demonstrated ability to create strong working relationship with co-workers, managers and other departments. Knowledge of all departmental assignments as well as that of company structure and operations. A valid driver’s license. Preferred Qualifications SAP software knowledge Associates degree or higher in a business related field. Community/organizational involvement recommended. Three or more years of supervisory experience in a customer service related field. Working knowledge of the gas and/or electric utility business to be able to effectively handle customer needs.
Job Description: Effectively and efficiently supports company’s success of achieving and exceeding all company and departmental goals and expectations through participation with individual and team performance to ensure employee and customer satisfaction is achieved. Actively promotes company programs, educating customers on available company resources. Provides daily direction and communication to employees so that customer service is provided in a timely, efficient and knowledgeable manner. Works directly with customer and staff to resolve customer escalations. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team member. Ensure employees have appropriate training and other resources to perform their jobs. Provides training to staff, as well as acquire and maintain certification for Gas Operator Qualifications (OQ) and OQ test proctoring. Responds to and resolves employee relations issues expressed by team members. Works as a member/leader of special or ongoing projects that are important to area process improvement Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. Exhibits a strong working knowledge of customer service hardware/software and related systems. Supports and assists with cash management processing and reconciliation and performs semi-annual cash management audits for the Business Offices companywide. Assists team and other departments in handling escalations and understanding complicated customer transactions and analyzes complex data to assist with correction/resolution of errors. Effectively utilizes company resources to achieve operational efficiencies. Assists with implementation of new initiatives and acts in a supervisory capacity as needed. May assist with the franchise management process, street light audits and etc. Maintains a strong working relationship with co-workers, managers and other departments to support a cohesive team atmosphere. Develops and maintains relationships with local government officials and participates in community events and activities as a representative of LGE/KU. Provides feedback for employee performance reviews and promotions and tracks and reports departmental performance measures including participation in CR interviews. Deliver VoIP QA Feedback and review for area CRs Coordinates and schedules off duty and daily CR assignments, meetings and etc. reporting daily attendance. Serves as DOA for AROM during off duty, meetings and project assignments. Serves and leads department teams and projects. Promotes a no compromise to safety culture and follow safety best practices ensuring a safe work environment for employees, coworkers and customers. Completes work safety audits. All other duties and projects as assigned. Work Conditions Normal customer service environment involving direct interaction and face to face contact with the public (as well as employees/contractors from other work groups and/or departments). Frequent travel among assigned offices, and periodic travel throughout LG&E/KU/ODP service territory, which includes overnight stays to attend meetings and perform audits as assigned.
Physical Effort Primarily sitting with optional standing and walking.
How To Apply
Apply online @ https://lge-ku.com/careers
- Address 380 Airport Road, Greenville, KY