AGL Resources
Customer Experience Coordinator
Greater Chicago Area, US - Utilities
Pivotal Home Solutions Pivotal Home Solutions is a subsidiary of AGL Resources formed in 1992 to provide energy-related products and services with a home warranty focus. We acquired an industry-leading contact center in 2005, adding integrated inbound/outbound and Web-enabled capabilities.
Today, we help homeowners in 17 states who hold more than 1.2 million service contracts with us. Central to these efforts is our award-winning J.D. Power and Associates Certified Call Center in Naperville, IL, which provides our customers with attentive, one-on-one assistance. We own heating, ventilation and air conditioning (HVAC) companies and manage all our service providers to the same standards we expect of ourselves.
Our home service plans offer protection for homeowners, landlords and renters against the expense and inconvenience of electrical, gas, water, sewer, major appliance and heating and cooling failures - critical systems and appliances that are typically not covered by basic homeowners insurance.
We are proud to support local businesses in the areas we serve by working with a network of more than 700 highly-trained, professional service providers who offer annual checkups, 24-hour emergency repairs, scheduled maintenance and indoor air quality assessments. Pivotal Home Solutions also owns and operates three HVAC companies in Illinois.
Pivotal Home Solutions provides rewarding, growth-oriented careers to more than 390 employees in a variety of sales, technical, administrative and professional fields in Illinois and New Hampshire. Current career opportunities can be found on the AGL Resources career section. We are passionate about giving back to the communities we serve and do so through donations of time and resources to many charitable organizations including the United Way, March of Dimes, Red Cross and many others.
Simple. Reliable. Trustworthy. That's Pivotal Home Solutions. Let us take care of it.
The Customer Experience Coordinator is responsible for gathering customer feedback via telephone, customer inquiries, call monitoring, and customer surveys. The Customer Experience Coordinator will need to analyze data and identify trends for areas of opportunity for improvement. The Customer Experience Coordinator will need to be able to provide coaching as well as suggestions to improve department and business processes. The Customer Experience Coordinator will need strong problem solving skills and communication skills in order to provide suggested solutions to the business. Additionally, the Customer Experience Coordinator may also be responsible for miscellaneous tasks as assigned by the Customer Experience Supervisor.
Functional Expertise:
- Gather, analyze and communicate Voice of the Customer data through various channels such as customer satisfaction surveys, Allegiance, data deep dives and online postings.
- Assist with miscellaneous customer interactions and provide back up to call center functions.
- Possess strong written and verbal communication skills.
- Working knowledge of Microsoft Office (specifically: Excel, PowerPoint, and Outlook)
- Develop an understanding of emerging technologies, trends, and channels related to customer experience and how they influence customer satisfaction.
Business Acumen:
- This position requires the employee to direct the Voice of the Customer feedback to the appropriate departments and follow up to assure the customer's satisfaction.
- Demonstrates thorough knowledge of customer experience practices.
- This position requires strong analytical and problem solving skills and the ability to think outside the box.
- Possess ability to prioritize and have a strong attention to detail.
Engagement:
- Provide supervisors, managers, and the business suggested solutions to improve customer satisfaction and customer loyalty.
- Work effectively with others and build productive working relationships
- Ability to work independently with little supervision.
- Work with Customer Experience Supervisor in identifying trends in customer satisfaction, risks, and opportunities
Driving Results:
- Identify process improvements, coaching and/or training needs to improve customer satisfaction and customer loyalty.
- Implement action plans from identified improvement needs to ensure customer satisfaction.
Education, Certifications/Licenses:
Required: High School
Preferred: Associate Degree, some college
Related Work Experience:
Required:
- 3-5 years customer service experience
Preferred:
- Prior experience in process improvement
- Prior experience with Allegiance Inc. tool or similar platform.
- Prior experience with customer loyalty programs.
Specific Skills& Knowledge:
Required:
- Advanced problem solving and decision-making skills are needed in this position.
- Possess above average verbal and written communication skills with working knowledge of Microsoft Office.
- Strong Attention to Detail
- Organized and capable of handling multiple responsibilities and ensuring timely and accurate completion of those responsibilities
- Self-starter, demonstrating a quick and continuous learning style
Preferred
- Root-cause analysis skills.
- Data analysis skills
Working Conditions/Physical Requirements:
Office Environment
Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
Equal Opportunity Employer: All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, disability, veteran status, or other protected classification.
No salary provided
Posted March 18, 2015 at 04:40PM from LinkedIn http://ift.tt/192LcZI
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