American Water Sr. Call Center Specialist (PHS) in Naperville, Illinois
Founded in 1886, American Water is the largest and most geographically diverse publicly traded U.S. water and wastewater utility company. With headquarters in Camden, NJ, the company employs over 7,000 dedicated professionals who provide regulated and market-based drinking water, wastewater and other related services to an estimated 15 million people in 46 states and Ontario, Canada. To learn more about American Water and additional career opportunities, visit www.amwater.com.
- Primary Role:*
The Call Center Senior Specialist is responsible for providing front line direction to Sales and/or Customer Account Representatives. The Account Representatives are responsible for selling home warranty and energy related products and services in a blended environment handling both inbound and outbound sales and/or customer care calls. Call Center Senior Specialist are accountable for assisting the Account Supervisor(s) in handling the day-to-day operations of the call center team including: deliver coaching for monitoring, sales, and calibrations, assist Account Representatives with escalated or complex calls, and maintain/improve engagement to achieve goals throughout the day. The specialist also handles calls.
Assist in achieving the departmental KPIs on a daily, weekly, and monthly basis working directly with the Account Supervisor(s).
Subject Matter Expert for respective team, meeting and/or exceeding all metrics while handling calls regardless of the call volume handled.
Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution.
Assist Account Supervisor to identify, prioritize and coach direct reports’ development areas. Assist to develop and deploy corrective performance action plans, including disciplinary actions, as required.
Ability to define problems, collect data, establish facts, draw valid conclusions, and identify resolutions.
Provide mentoring and coaching to Account Representatives and document all sessions, utilizing designated tools, in a timely manner.
Develop communication of policy updates and company information through team meetings, huddles, and one-on-one development sessions. Deliver communications when needed.
Interacts with cross-functional support groups in order to manage the day-to-day operations.
Promote a team environment and ensure best practices are shared
Works cooperatively and collaboratively with Account Representatives and Account Supervisors to maximize performance, creativity, problem solving, and results.
Ability to lead and coach by example, consistently reflecting our Values
Ensure customer service excellence and quality through employee coaching, weekly monitoring, and departmental tailgates.
Ensure that performance standards are met through coaching and feedback, while motivating and encouraging agents to reach sales goals through fun incentive programs.
Champion process, operational, and system changes, leading the team to acceptance and minimizing resistance.
Monitor activities and conversations on the floor and provide direction, as necessary
Proficient typing and computer application skills (minimum of 50 wpm)
Strong attention to detail with ability to multi task
Strong time management skills and ability to manage multiple tasks simultaneously and adjust based upon priorities
Ability to work a continuously flexible schedule including overtime, evenings, weekends, and holidays with punctuality and consistent work attendance. Current hours of operation are 6:00 am – 10:00 pm Sunday - Saturday
Excellent customer service skills, analytical and troubleshooting expertise
Ability to communicate effectively and diplomatically with clients and employees both written and verbal
Proven ability to work successfully in a results-oriented environment
Proven track record of exceeding quotas and business goals
Ability to effectively coach, influence and change individual behavior by developing, leading, inspiring and motivating a high performing team.
Excellent management skills for the purpose of resolving escalated employee and customer complaint issues.
Consistently achieve desired business results by taking personal accountability, effectively organizing and planning work, setting priorities, and executing ambitious action plans.
Knowledge or familiarity with HVAC equipment and standard concepts
Knowledge or familiarity with home warranties
Mastery of sales processes
Develop contests, awards and themes that increase agents' loyalty and focus
Ability to interview and select prospect candidates
2-3 years’ experience in Sales or Customer Service in a Call Center required
Previous work experience in a fast paced Call Center environment preferred
Previous experience learning systems and processes in a fast paced environment preferred
4-5 years’ experience in Sales or Customer Service in a Call Center preferred
1 year Direct or Indirect Supervisory experience preferred
High School or GED required
Associate Degree, some college courses preferred
Active office environment.
Call Center Senior Specialists are on their feet walking the floor, supporting and working with Account Representatives most of the day.
This includes reviewing real time call status reports on a computer monitor.
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.