Coach, Customer Experience

SummarySpire is seeking a Customer Experience Coach. Duties and ResponsibilitiesManages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are metTakes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experienceSets employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performanceCollaborates with Quality Assurance & Training team to ensure consistent coaching and delivery of exceptional customer serviceOversees complex customer service issues that require leadership reviewManages staffing levels and performance to ensure corporate objectives are metServes as Customer Service lead on enterprise-wide projectsAnalyzes ongoing processes and recommends solutions to improve overall customer experienceExecutes appropriate decisions guided by policies, procedures and overall business planEssential CharacteristicsAbility to demonstrate the essential behaviorsAbility 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 perspectivesAbility to recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from othersAbility to make difficult decisions and communicate those decisions to othersAbility to set challenging and productive goals for the team and holds others accountable for actionsAbility to use means available to measure results and provide feedbackAbility to provide and communicate clear performance objectivesAbility to define roles/responsibilities, motivate and set strategyAbility to understand and use technology Supervisory ResponsibilitiesNoneRequired Education (certifications, licenses)Bachelor’s Degree or equivalent work experience requiredFacilitator certification with one of the leading Customer Service Skills Companies preferred Required knowledge, skill and abilities3 years’ experience supervising or leading others Physical demands, environment and scheduleWork is normally performed in a shared office environmentTypically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.Occasional travel to other parts of state and company.Company OverviewWe 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.Posting RequirementsPosting 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 construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.