Summary:
The Suffolk County Water Authority is seeking Call Center Manager to work in conjunction with the management team in producing the highest level of customer service. The successful applicant will set goals for the Call Center team and ensure compliance with company policies and procedures.
 

Job ID/Number:
 

Posted Date:
6/12/2020
 

Job Location:
 

Position Type:
Full Time
 

Division:
Customer Service
 

Description:

The Suffolk County Water Authority is seeking Call Center Manager to work in conjunction with the management team in producing the highest level of customer service. The successful applicant will set goals for the Call Center team and ensure compliance with company policies and procedures.

The successful candidate will:
• Provide leadership and vision to the department; oversee the day-to-day responsibilities/assignments and productivity of the Call Center staff including clerks (customer service representatives) and CS Supervisors.
• Maintain accurate records and check for accuracy of information provided to internal and external customers.
• Maintain Call Center workflow to ensure the timely performance of all tasks.
• Create and enforce effective customer service procedures, policies, and standards.
• Identify and communicate areas of needed training and/or policy changes to facilitate exemplary customer service.
• Assist in the development and attainment of key performance goals and metrics for the Call Center.
• Promote a positive customer service culture to meet and exceed the needs of customers.
• Assist in the development, implementation, and attainment of multiple full-service customer engagement channels
• Provide one-on-one assistance for escalated customer concerns

Qualifications:
• 5 years of experience in a call center environment required, preferably in a utility 3 years in a Supervisory role, preferably in a utility call center environment.
• Experience in a unionized environment helpful.
• Associates Degree, Bachelor’s Degree in Business Management or related field preferred.
• Proficient in MS Office. Knowledge of SAP preferred.
• Excellent interpersonal, customer service, and written and oral communication skills required.
• Possess excellent leadership skills and be able to resolve situations and solve problems effectively.
• Must be able to facilitate positive working relationships and customer interactions.
• Ability to work evenings, weekends, holidays, or during emergency situations as needed.

Interested candidates should submit their application/resume with salary requirements via the SCWA website (www.scwa.com and click “Career Opportunities”). Annual salary is commensurate with education and experience. Applications will be accepted until position is filled.
*The Authority may accept an equivalent combination of education and experience to meet the requirements*
(The Authority shall not employ relatives of employees as defined to mean an employee's spouse, child, stepchild, stepparent or direct descendant of grandparents of the employee as defined in the New York State General Municipal Law 810.)