Coach, Customer Serv

Company Name: Spire Inc.

Location: Birmingham, AL, US - 35295

Overview
Company Overview

Energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but it’s one that’s at the heart of our business.

Across the regions and companies within our portfolio, we at Spire dedicate ourselves to helping our 1.5 million residential, commercial and industrial customers across Missouri and Alabama reach their personal and professional goals, every day. To help address those needs, we provide both regulated and non-regulated natural gas services.

Since 1857, our teams have lived by a different definition of service. One that empowers our employees and the people we serve. Maybe that’s why we’re the eighth longest listed stock on the NYSE. And why we plan to continue to move our communities forward.

Summary

Spire is seeking a Customer Service Coach to work in the Birmingham, AL operation. 

Duties and Responsibilities
  • Manages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are met
  • Takes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experience
  • Sets employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performance
  • Collaborates with Quality Assurance & Training team to ensure consistent messaging and delivery of exceptional customer service
  • Oversees complex customer service issues that require leadership review
  • Manages staffing levels and performance to ensure corporate objectives are met
  • Serves as Customer Service lead on enterprise wide projects
  • Accesses ongoing processes and recommends solutions to improve overall customer experience
  • Executes appropriate decisions guided by policies, procedures and overall business plan
Essential Characteristics and Competencies
  • Ability to demonstrate the core and job category competencies: customer-focused, results-driven, teamwork, communications, adaptability, initiative, problem solving and quality
  • Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectivesv
Supervisory Responsibilities

Yes

Required Education (certifications, licenses)
  • Bachelor’s Degree or equivalent work experience required
  • 3 years' experience supervising and leading others preferred
  • Certificates, licenses, registrations
  • Facilitator certification with one of the leading Customer Service Skills Companies preferred
Required knowledge, skill and abilities
  • Ability to demonstrate the essential behaviors
  • Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
  • Ability to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others
  • Ability to make difficult decisions and communicate those decisions to others
  • Ability to set challenging and productive goals for the team and holds others accountable for actions
  • Ability to use means available to measure results and provide feedback
  • Ability to provide and communicate clear performance objectives
  • Ability to define roles/responsibilities, motivate and set strategy
  • Ability to understand and use technology
Physical demands, environment and schedule
  • Work is normally performed in a shared office environment
  • Typically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.
  • Occasional travel to other parts of state and company.
Competencies
We Advance
We Care
We Collaborate
We Have Perspective
Posting Requirements

The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.