Customer Service Manager

Gateway Energy's Customer Service Department is looking for a highly motivated individual who will be responsible for maintaining excellent Customer Service to all customers.  This includes operation of the call center and the development of policies and procedures within the department.

Responsibilities include:

Call Center ManagementActs as a resource in resolving customer issues brought to the department by utilizing process knowledge and strong problem solving skills and takes corrective action on these issues, including extensive interaction with other departments.Monitor Customer Service Representatives' response to customers to ensure excellent customer service.Work continually towards self-development to stay current on Customer Service, Sales, and supervisory procedures and practices.Design an appropriate staffing plan in order to respond to customer inquiries and maintain an appropriate ratio of representatives to customers.Monitor current staffing and forecast future staffing needs.Designate Supervisory staff to assist Customer Support Representatives in their daily activities.Develop and implement procedures for the effective and efficient operation of the Department.Set performance standards to meet service goals of company.Utilize skills to motivate the customer Service Team in order to achieve high performance standards.Measure Customer Service Representative's performance and makes employment decisions including recruitment of new staff and disciplinary actions.

Quality AssuranceCreate training programs and develop manuals to ensure Customer Support Representatives can efficiently and effectively respond to customer inquiries.Evaluate and analyze current database systems utilized by CSR's and make recommendations for improving systems.Provide feedback to the company regarding service failures or customer concerns to improve processes and services.Addresses complaints referred to us by the Attorney General, Better Business Bureau, Board of Public Utilities and the Public Service Commission.Create appropriate scripts, phone greetings and prompts, and bill inserts or website updates to foster customer awareness and satisfaction.

Data Management:Obtain essential customer service information from the utilities.Evaluates all credit and debit requests and ensures that proper documentation is recorded for the audit trail.Assess requests for changes in tax status for customers.

Qualifications:

A.A.S. in Business preferred but not required.  Minimum of 5 years experience in a Customer Service environment, at least years of which were in a managerial capacity.  Ability to follow through on details and get things done.  Manager should be comfortable with taking the initiative and exercising judgment within general standards and guidelines.  Excellent organization skills required as well as some basic knowledge of business law.