Rep Sr, Customer Service

Senior Customer Service Representative

The Senior Customer Service Representative serves as a critical link between frontline agents and leadership, ensuring smooth daily operations, consistent service quality, and strong team support. This role combines advanced customer support responsibilities with elevated duties, including but not limited to coaching, mentoring, and providing feedback. The Senior Representative works across multiple jurisdictions and communication channels to deliver seamless customer experiences for both residential and commercial clients. They handle escalated issues, provide subject matter expertise on products and services, and act as a first-line resource to ensure first call resolution. As a universal senior, the incumbent is responsible for:

• Monitoring and supporting customer service representatives during assigned shifts.
• Coaching, training, and mentoring team members to drive performance.
• Handling escalated calls and resolving customer issues with professionalism and efficiency.
• Monitoring compliance with policies, procedures, and regulatory requirements.
• Driving consistency in service delivery across all channels and jurisdictions.
• Providing feedback to leadership on process improvements and employee development needs.

This position operates in a fast-paced, high-volume environment and requires strong leadership, communication, and problem-solving skills. Seniors are expected to model professionalism, uphold company standards, and foster teamwork and a culture of CARE.

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

• Monitor and support daily operations across Customer Service, Energy Connections, and Emergency Response teams.
• Serve as first-line resource for customer service representatives, providing guidance, direction, and support.
• Handle escalated inquiries and resolve complex customer issues through inbound and outbound contact.
• Ensure adherence to company policies, regulatory requirements, and quality standards.
• Maintain working knowledge of all company products, services, and systems to support multi-jurisdictional operations.
• Contribute to the development, improvement, and documentation of policies and procedures.

Business Acumen:

• Identify service failures and recommend process improvements.
• Provide feedback to management on opportunities for operational efficiencies and enhanced customer service.
• Identify potential revenue opportunities and refer leads to appropriate business partners.

Engagement:

• Coach, train, and mentor customer service representatives to strengthen skills, improve performance, and build skill development.
• Support employee onboarding by assisting with training, shadowing, and coaching.
• Promote teamwork and positive morale through recognition, engagement activities, and open communication.
• Collaborate with cross-functional teams (Field Operations, Construction, & Training) to ensure consistent and accurate messaging across all customer channels.
• Assist in facilitating Senior Forums, communicating updates, and reinforcing Customer Care Operations & Development overall goals.

Driving Results:

• Monitor individual performance against key metrics (self-service adoption, customer satisfaction).
• Hold customer service representatives accountable for achieving performance objectives while providing coaching for improvement.
• Foster a culture of Compassion, Accountability, Respect, and Empowerment (CARE).

Qualifications

Education, Certifications/Licenses:

• Required: High School Diploma or GED
• Preferred: College Degree or actively pursuing college degree

Related Work Experience:

• Availability to work flexible schedule
• Working knowledge of systems (i.e., Gas Request, CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint)
• Preferred: 5-7 year's utility experience

Specific Skills & Knowledge:

• Required: + Thorough working knowledge of CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint + Thorough knowledge of service standards and operations with the ability to manage customer expectations + Excellent verbal and written communication skills + Strong analytical and problem-solving skills + Proficient in computer use and typing, with a keen eye for detail + Ability to multi-task and manage multiple projects simultaneously

Working Conditions/Physical Requirements: 90-95% keyboarding Call Center Environment