• Supervisor- Customer Care

    Job Locations US-KS-Lenexa
    Posted Date 3 weeks ago(11/20/2018 1:29 PM)
    # of Openings
    Customer Service/Support
  • Overview

    WaterOne is an independent public water utility. We’ve been proudly serving the Johnson County, Kansas area since 1957. Every day, nearly 425,000 customers rely on WaterOne to provide fresh, clean water on demand. It’s a responsibility we deliver on. 


    Our passion is water because water touches everything we care about: family, health, safety, and community. We serve our community by bringing award-winning water to their homes, businesses, and public places.




    The purpose of this position is to promote optimum service, customer satisfaction, and good public relations for WaterOne. Under the general supervision of the Manager-Customer Service, the incumbent supervises the employees who serve as WaterOne’s primary point of contact for customers via phone and email. The Supervisor is responsible for ensuring that staff members are properly trained in all systems, that communication meets quality expectations, and that customer requests are entered into the systems properly and monitored to their completion with a final follow up to the customer per WaterOne service standards.     


    Customer Service Commitment


    WaterOne employees shall continuously strive to meet or exceed the expectations of both their internal and external customers.  Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day.  Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction.


    Essential Functions


    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Monitors a random selection of calls and emails against key performance indicators in place at the time the call is recorded.
    • Reviews transaction reports in support of fraud prevention and identification.
    • Investigates and handles escalated customer interactions and attempts to resolve problems to the satisfaction of the customer.
    • Validates that processes, documentation and follow up on customer issues/concerns/complaints are completed per customer service standards.
    • Collaborates with other departments on behalf of customers to provide a high level of service. This entails following up on notifications, results of investigations and requests for information. Works to refine interdepartmental processes and communications.
    • Recommends operational changes and business process improvements to ensure peak departmental proficiency. Owns and drives approved changes through implementation.
    • Supervises the call center queues throughout the day to monitor and adjusts the efficiency of staff in an effort to minimize wait times and eliminate diverted calls.
    • Creates a feedback mechanism to track team’s monthly progress against performance goals and provides the necessary team and individual training and coaching through team huddles, regular one-on-one meetings, annual performance reviews and other ad hoc performance discussions, as needed.
    • Develops agenda, leads, and provides detailed notes on bi-weekly team meetings. Drives areas of improvement by listening to team’s feedback and taking that feedback to proactively break down barriers, refine processes and adjust communications to drive efficiency.
    • Develops and maintains procedural documentation in the department’s SharePoint site. Provides instruction and guidance to all employees affected.
    • Ensures all interactions with customers and actions taken on accounts are documented so that information in the CRM accurately reflects each customer’s history.
    • Provides updates on a continuous basis to department staff regarding situations potentially affecting customer interactions.
    • Monitors and analyzes call center statistics against goals. Establishes standards and metrics pertaining to call volume.
    • Maintains pre-queue and queue messages on a seasonal basis, or as needed.
    • Manages activity with the after-hours answering service. Responsible for ensuring calls are diverted as scheduled.
    • Maintains an up-to-date, comprehensive new hire training program including the library of call recordings. Delivers a consistent onboarding experience to all new hires.
    • Designs and implements training and quality control strategies and materials to ensure quality control and professional development of staff.
    • Utilizes established feedback mechanism to report call center and team’s performance to department manager.
    • Performs all other tasks pertaining to supervising, training, and assisting with the professional development and performance management of staff.
    • Promotes safe work practices by all staff members. Helps ensure compliance with all safety rules and requirements.


    Other Duties

    • May act as back-up for the Manager-Customer Service, including when the Emergency Operations Plan is activated.
    • Performs other job duties as assigned.


    Position Competencies


    In addition to organizational competencies, these key competencies are expected to be demonstrated by each employee in this position:

    • Problem Solving – Resolves difficult or complication challenges.
    • Optimizes Work Processes – Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
    • Nimble Learning – Actively learning through experimentation when tackling new problems.
    • Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency and enthusiasm.
    • Decision Making & Judgement – Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.


    Supervisory Responsibility


    Customer Representatives


    Required Education, Skills & Experience

    • Bachelor’s degree in Business Administration or a closely related field.
    • A minimum of three years Customer Service experience, preferably in a utility or service industry.
    • A minimum of two years experience supervising Customer Service Representatives in a Customer Call Center or Customer Service Department, preferably in a utility or service industry.
    • Must have strong problem solving and dispute resolution abilities.
    • Ability to work with customers in a consultative manner treating each customer’s situation as unique in an effort to find resolution.
    • Demonstrate leadership skills and ability to set and communicate performance goals and expectations.
    • Experience writing and presenting employee performance appraisals as well as holding regular one-on-one employee meetings where ongoing performance expectations and actual performance are discussed.
    • Must have the ability to obtain a thorough understanding of WaterOne rules, regulations, and other standards as they apply to customers.
    • Must be knowledgeable in current Call Center/Customer Service metrics.
    • Must be proficient using the MS Office suite of applications, including Word, Excel, Outlook, and PowerPoint.
    • Experience with enterprise resource planning (ERP) software such as SAP preferred. Experience with Customer Information System (CIS) and Customer Relationship Management system (CRM) is preferred.
    • Demonstrated listening skills and ability to uncover/identify issues and challenges then find solutions in support of continuous business process improvement and increasing departmental efficiency.
    • Must be familiar with web applications as they relate to customer service functions, communications, paperless billing and online payment systems.
    • Must have strong verbal, business writing and communication skills, and be a good listener.
    • Must have proven ability to exercise good judgment and solve simple to complex problems.
    • Must have good work habits, continuously meet attendance expectations, and display a professional demeanor.

    Must pass post offer medical exam, including drug screen and background verification (may not apply to current employees).


    Preferred Education, Skills & Experience

    • Knowledge of SAP software.
    • Experience with Customer Information System (CIS) and Customer Relationship Management system (CRM).


    Physical Requirements


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    While performing the duties of this job, the employee must be able to move or transport items weighing up to 20 Ibs. occasionally. The employee must be able to use a computer for five hours a day. The employee must be able to move occasionally from one location to another or be able to remain in a stationary position for up to several hours a day. The employee must be able to use office productivity equipment such as a personal computer, calculator, printer, and copy machine.


    Work Environment


    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually



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