Coach, Customer Experience

Summary

Spire is seeking a Coach to work in our Customer Experience department in Birmingham, AL. 

Company Overview

We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

 

 

And we find the best by hiring those who share our values of safety, inclusion and integrity, and demonstrate the competencies that bring the Spire vision, mission and culture to life:

 

• Adaptability: We embrace change, continuously seeking opportunities for improvement while remaining open-minded and flexible in response to evolving conditions and customer, stakeholder and company needs.
• Collaboration: We achieve more together through a foundation of respect, embracing healthy conflict, actively seeking and providing actionable feedback and fostering an environment where everyone’s input is welcomed.
• Ownership: We see things through, demonstrate accountability, honor commitments, take responsibility for outcomes and demonstrate initiative.

 

 

By living our values and competencies, we strive to create an environment where employees feel welcome, respected and valued.

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 coaching 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 .
• Analyzes ongoing processes and recommends solutions to improve overall customer experience .
• Executes appropriate decisions guided by policies, procedures and overall business plan.

Essential Characteristics

• 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.  

Supervisory Responsibilities

Yes - Supervise a team of Customer Solutions Representatives.

Required Education (certifications, licenses)

• Bachelor’s Degree or High School Diploma / GED equivalent w/ 4+ years of similar experience, required. 
• Facilitator certification with one of the leading Customer Service Skills Companies preferred.

Required knowledge, skill and abilities

• Minimum of 3 years’ experience supervising or leading others.

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.

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 construe