Lead Customer Representative

Profile

,AnswerValue:Effectively and efficiently supports company’s success of achieving and exceeding all company and departmental goals and expectations through participation with individual and team performance to ensure employee and customer satisfaction is achievedActively promotes company programs, educating customers on available company resources.Provides daily direction and communication to employees so that customer service is provided in a timely, efficient and knowledgeable manner. Works directly with customer and staff to resolve customer escalations.Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customersProvides statistical and performance feedback and coaching on a regular basis to each team memberEnsure employees have appropriate training and other resources to perform their jobs. Provides training to staff, as well as acquire and maintain certification for Gas Operator Qualifications (OQ) and OQ test proctoring.Responds to and resolves employee relations issues expressed by team membersWorks as a member/leader of special or ongoing projects that are important to area process improvementEstablishes work procedures and processes that support the company and departmental standards, procedures and strategic directivesExhibits a strong working knowledge of customer service hardware/software and related systems Supports and assists with cash management processing and reconciliation and performs semi-annual cash management audits for the Business Offices companywideAssists team and other departments in handling escalations and understanding complicated customer transactions and analyzes complex data to assist with correction/resolution of errorsEffectively utilizes company resources to achieve operational efficienciesAssists with implementation of new initiatives and acts in a supervisory capacity as neededMay assist with the franchise management process, street light audits and etc.Maintains a strong working relationship with co-workers, managers and other departments to support a cohesive team atmosphereDevelops and maintains relationships with local government officials and participates in community events and activities as a representative of LGE/KU.Provides feedback for employee performance reviews and promotions and tracks and reports departmental performance measures including participation in CR interviewsDeliver VoIP QA Feedback and review for area CRsCoordinates and schedules off duty and daily CR assignments, meetings and etc. reporting daily attendance Serves as DOA for AROM during off duty, meetings and project assignmentsServes and leads department teams and projectsPromotes a no compromise to safety culture and follow safety best practices ensuring a safe work environment for employees, coworkers and customers. Completes work safety auditsAll other duties and projects as assigned.,

Company info

Lg & E Power
Website : http://www.lgeenergy.com