Supv, Customer Experience

Supervisor, Customer Experience, VNG Customer Care Center

The Customer Care Center Supervisor is a pivotal leadership role responsible for overseeing the daily operations of the Customer Care Center team in Virginia Beach and providing remote support to Customer Service Representatives in Riverdale, GA. This role ensures operational efficiency within an omni-channel environment, handling a high volume of customer interactions across multiple platforms.

Key Responsibilities:

• Operational Management:

  • Supervise daily operations of multi-functional, union, and non-union customer care center teams that support Virginia Natural Gas, Chattanooga Gas, and Atlanta Gas Light.

  • Maintain operational efficiency within an omni-channel environment.

  • Ensure compliance with federal, state, and local laws, regulations, and ordinances.

  • Meet and measure key performance indicators and internal and regulatory service levels.

• Customer Interaction:

  • Handle all customer contacts (Virginia Natural Gas, Chattanooga Gas, and Atlanta Gas Light), including service requests, questions, complaints, billing, and general inquiries.

  • Provide service delivery with the highest degree of courtesy and professionalism to achieve first-call resolution.

  • Manage a fast-paced, multi-tasking environment for customer contacts via telephone, online, and email.

• Leadership and Support:

  • Provide support and leadership to employees in the Riverdale Customer Care Center.

  • Directly supervise, develop, coach, and mentor hourly employees.

  • Maintain overall responsibility for 12-20 direct reports within a 24x7 operation.

  • Address unforeseen issues or concerns related to callouts, inclement weather, disaster recovery, gas outages, system/technical issues, etc.

• Decision Making and Communication:

  • Make sound judgments and swift decisions while assessing impacts and risks to overall operations.

  • Clearly communicate both written and verbally, presenting information timely to stakeholders.

• Budget and Workforce Administration

  • Ensure budget compliance and manage workforce administration within budget constraints.

Functional Expertise:

• Monitor and measure operational performance against established goals and metrics (service level, productivity, quality)

• Respond to customer inquiries in accordance with established service level agreements within assigned operational companies (respond to marketer emails)

• Communicate and administer policy and procedure and ensures compliance within work team

• Supervise employee activity (work management, delegation) to ensure attainment of work goals

• Identify, respond to, and resolve service disruptions (vendor, systems, process)

• Provide resolution to customer issues through direct contact or guidance to subordinates

• Collaborate with training department to document workflow and processes (intra-company and extra-company accountability)

• Track various functions for monthly reporting

• Ensure turn-on, turn-off, and match orders are processed within compliance of Market Share guidelines

• Partner with Customer Relations department to address escalated and regulatory complaints

Business Acumen:

• Develop and manage operational plan including contingency support for Virginia Natural Gas Virtual Customer Care Center core activities within assigned area of responsibility (based on strategic objectives)

• Align work processes in compliance with customer care policy and processes (customer contact handling, staffing and retention, workforce management, employee relations)

• Influence business decisions through root cause analysis, process validation, best practice research, and timely communication

• Implement best practices to improve the customer experience

• Analyze and interpret business data and information

Engagement:

• Accountable for staff selection, development, and retention for employee groups

• Leads monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions

• Lead monthly communication forums within employee group to ensure information exchange and participation in decision making processes

• Leads morale building activities

• Manage peer relationships

Driving Results:

• Accountable for employee performance management

• Accountable for employee development and coaching

• Develop action plans for the business and operation needs of the organization

• Responsible for driving results, setting expectations, prioritizing work, evaluating results, and taking corrective action as needed

Qualifications:

• Proven experience in a supervisory role within a customer care center or similar environment.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Ability to handle high-pressure situations and make quick, informed decisions.

• Knowledge of applicable federal, state, and local laws, regulations, and ordinances.

• Proficiency in managing key performance indicators and service levels.

• Experience with budget management and workforce administration

Education, Certifications/Licenses:

Required:

• High School Diploma or GED

Preferred:

• BA/BS degree

Related Work Experience :

Required:

• 2-5 years customer care leadership experience

• 2-5 years call center operations experience

Preferred:

• 2-3 year’s utility experience

• 2-3 years business related systems (i.e., Verint/Avaya Workforce Optimization, CMS Supervisor, CC&B, GCMA, etc.)

Or

• Equivalent academic education and work experience

Specific Skills & Knowledge:

Required:

• MS PowerPoint - basic proficiency

• MS Excel - intermediate proficiency

• MS Word- intermediate proficiency

• Excellent verbal and written communication

• Planning and organization

• Interpersonal

• Analytical

• Time and task management

• Keyboard 40 WPM

Working Conditions/Physical Requirements:

• Onsite Location: 544 S. Independence Blvd., Virginia Beach, VA 23452

• The Supervisor must be able to work in a high volume, fast-paced, and multi-tasking environment and provide remote support to employees in the Riverdale Customer Care Center in Georgia.

• This role includes on-call responsibilities throughout the day and after hours.

• Some business travel (5 – 20% travel): The incumbent will be required to travel to the various company sites and to conferences and meetings. Trips may require air travel and/or overnight stay from home for one or more nights

About Southern Company Gas

Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .

Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Identification: 7643

Job Category: Customer Service

Job Schedule: Full time

Company: AGL Services Company