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American Water CSO Team Lead in Alton, Illinois

At American Water, you can have more than a job. You’d have a purpose. We provide essential water and wastewater services to more than 15 million people every day, services that are vital to their lives every day. We take great pride in what we do, and it shows. Our commitment to delivering clean, safe, reliable and affordable water services to our customers is the foundation of our company.

We offer an excellent benefits package, including medical and dental insurance, company paid life insurance, flexible spending accounts, and a 401(k) savings plan with company match.

To learn more about American Water and additional career opportunities, visit www.amwater.com.

This job opportunity is in our Call Handling Department

Primary Role

Assists the Supervisor with day-to-day management of a group of customer service center representatives that handle customer service, billing and/or collections inquiries, ensuring that productivity targets are met and business results are achieved through consistent development and coaching of the team to bring their best to each and every customer contact.

Key Accountabilities

Provide operational floor leadership and problem solving to ensure delivery of a consistently superior customer experience that is accurate, efficient and timely. Consistently monitor team to proactively identify potential problems and with guidance ensure appropriate parties are engaged through to resolution. Ensure team is meeting quality expectations through required contact monitoring audits, coaching and counseling processes

Analyze and review performance information and metrics in order to identify trends, gaps and training needs, ensuring that process improvements are continually made and performance is measured consistently.

Communicate positive as well as constructive feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement; provide input into hiring decisions and performance review.

Resolve customer escalations/issues without further escalation by providing superior customer service and advance problem solving skills Make departmental decisions in the absence of Team Supervisor.

Experience/Education

Experience:

Three (3) years customer contact center experience required.

Two (2) years of demonstrated leadership ability is desired.

Specific utility experience is preferred.

Education:

High school diploma or GED required.

Other

In the collections and billing areas of the call center, the team lead may also be responsible for:

Managing around collection posting and mass corrections to complete nightly runs (may require the employee to be on-call).

Monitor and coordinate error resolution of automated billing batch processing; ensure complete post and reconciliation in a 24/7 working environment

Competencies

Champions safety

Customer obsessed

Cultivates innovation

Nimble learning

Drives Results

Collaborates

  • Join American Water...We Keep Life Flowing*™

  • American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants* based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because he or she is an individual with a disability, protected veteran or other status protected by federal, state, and local laws.

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