Customer Service Supervisor jobs in Muskegon, MI

Traverse City is a destination town located in beautiful Northern Lower Michigan along the shores of East Grand Traverse Bay and West Grand Traverse Bay, both of which flow into Lake Michigan. This area is known for its beaches and extensive outdoor recreational opportunities and has been featured in publications such as Midwest Living, The New York Times, Forbes Magazine, National Geographic and also on Good Morning America.

Become One of Our Valued Team Members:

The Customer Service Supervisor is in charge of managing/supervising the work of the customer service department providing exemplary customer service when addressing all customer inquiries and resolving problems with emphasis on positive public/customer relations for Traverse City Light & Power, which includes Traverse City Light & Power Fiber, (Utility).

Essential Job Functions:
An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the duties which the employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

• Supervise, coordinate, plan, organize, and direct the work of the Customer Service Department in a way that promotes a collaborative and inclusive work culture, foster team development and growth. Also, ensuring a responsive and efficient initial handling of utility billing inquiries, with an effective triage system for escalating complex issues to the Utility Billing Department.
• Interact and assist customers as needed, which includes, but is not limited to, utilizing the CIS software system to assist with customer/citizen questions and requests via telephone, email, and in-person, answering inquiries, assisting with electric and fiber utility activation/terminations, initial assessment and triage of utility billing questions, bill payment, explaining service offerings, details regarding billings for TCLP utilities, and resolving customer issues.
• Provide back up for all positions. This includes performing collection functions for all steps of the non-pay process, initial assessment of complex billing inquiries before escalation, processing and resolving fiber related requests, performing utility billing and other various customer service functions as needed.
• Recommend the hiring, promotion, discipline, and termination of employees within the Customer Service Department, with a focus on building a team that embodies the principles of trust, respect, and mutual growth.
• Perform annual employee performance reviews, encouraging continuous personal and professional development.
• Point of contact in the resolution of escalated customer service, payment, or collection issues or complaints providing appropriate solutions and follow up to ensure resolution. Advises the Customer & Employee Relations Manager about escalated customer or program related problems.
• Participate in customer meetings and serve as a resource and liaison with commercial and residential customers, resolving issues as they arise.
• Liaison with the City’s Customer Service Department as appropriate.
• Refine, expand, and institute work processes and procedures for the Customer Service Department, providing feedback and working with the team to creatively increase efficiency and customer satisfaction.
• Review CIS software updates and propose new or modify existing workflow processes to ensure keeping up with all software features.
• Respond to inquiries regarding policies, procedures, and customer programs.
• Is a resource for internal and external customers by maintaining an in-depth knowledge of company policies, Ordinances, utility regulations and rates relevant to electric and fiber.
• Ensure TCLP is in compliance with all rules and regulatory requirements pertaining to this department for both electric and telecom.
• Participate in and lead teams to identify and solve quality-related problems or other issues.
• Audit phone, email, and other customer interactions, observe performance, techniques, application of guidelines and procedures, track results, provide coaching as necessary and provide periodic updates to the Customer & Employee Relations Manager.
• Develop, implement, and monitor key performance metrics for the department. Regularly measure and analyze customer satisfaction, response times, resolution effectiveness, and overall service quality. Provide monthly reports on these metrics to the Customer & Employee Relations Manager and use this data to guide continuous improvement within the department.
• Track, monitor, develop, compile and maintain detailed reports, data, manuals, and other information as it relates to customer service activities and operations.
• Assist the Customer & Employee Relations Manager in preparing the annual budget for the customer service department.
• Establish and maintain effective relationships and use good judgment, initiative and resourcefulness when dealing with customers, vendors, employees, Board members, professional contacts, elected officials, and the public.
• Provide or arrange training as needed and/or directed.
• Position is onsite.
• Perform other duties as required or assigned.

Required Knowledge, Skills, Abilities and Minimum Qualifications:
The requirements listed below are representative of the knowledge, skills, abilities and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

• Bachelor’s degree in business administration, finance, or related field. A combination of education and experience that provides the knowledge, skills, and abilities necessary to successfully perform the duties of the position may be considered in lieu of a degree.
• Minimum of four (4) years supervisory experience in a utility and/or a customer service center setting.
• Proficient with Microsoft Office products, word-processing, database, and spreadsheet software applications.
• Proficient with the use of a personal computer to prepare reports, maintain records, search for and compile data.
• Proficient in the use of 10-key calculator.
• Possess strong mathematical and analytical skills.
• Thorough knowledge of office practices, systems, procedures, and equipment, including but not limited to adding machines, photocopiers, multi-line phone systems, e-mail and internet.
• Ability to be detail oriented, work independently, stay organized, manage, and monitor multiple tasks/projects, and produce deliverables timely.
• Ability to work in a fast-paced office environment, adjusting to work schedule changes as conditions may require.
• Ability to develop, organize, direct, and inspect the work of personnel in assigned department.
• Possess excellent verbal and written communication skills including spelling and grammar.
• Ability to analyze information, apply logic and interpretation skills to make decisions in accordance with established policies and procedures.
• Ability to critically assess situations, solve problems, and work effectively under stress, within deadlines and changes in work priorities.
• Ability to consistently demonstrate sound ethics, good judgement, and confidentiality of information.
• Skill in handling conflict, hostile, and uncertain situations with a calm and professional demeanor.
• Ability to effectively communicate in a positive and professional manner with customers, employees, vendors, Board members, agencies, and the public.
• Must be self-motivated and take the initiative to act independently and follow through on all projects ensuring timely completion and customer satisfaction.
• State of Michigan Vehicle Operator’s License.
• In addition to the above-mentioned requirements, this position requires the ability to read, write, speak and understand the English language as necessary for the position; the ability to follow written and oral instruction; and be physically and mentally able to perform the essential duties of their position. Regular, consistent, and predictable attendance is also required.

Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the 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 is regularly required to communicate in person and by telephone, read regular and small print, view and produce written and electronic documents and enter data on a computer keyboard with repetitive keystrokes. The employee must be mobile in an office setting, stand, sit, stoop and kneel, use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move items of light weight.

The typical work environment of this job is a business office setting where the noise level is quiet and sometimes moderate.

Employees shall maintain a permanent and bona fide residence in a location that allows for a response time to the Service Center within no more than 60 minutes under normal driving circumstances within 6 months of employment.

TCL&P is an Equal Employment Opportunity Employer
A diverse team makes a strong team. As an Equal Employment Opportunity employer, we are strongly committed to creating a dynamic and equitable workforce that mirrors the community and world that we serve. TCL&P encourages people from all backgrounds to apply.

Job Type: Full-time

Pay: $68,643.00 - $89,157.00 per year

Benefits:

• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person