Sr Customer Experience Professional – Call CenterWe have an opportunity for a Sr. Customer Experience Professional within our Call Center here at Honeywell, Colonial Heights, VA. As a Sr. Customer Experience Professional you will oversee a team of Call Center Energy Advisors that provide customer service to Utility customers and encourage customers to enroll in Utility sponsored Energy Conservation programs. This is a hybrid role, 3/ 2-day model. Key responsibilities:
Oversee team of Call Center Energy Advisors
Serve as a liaison between program operations and call center staff; partner with program coordinators to develop training curriculum for agents, to resolve escalations and open issues, and to develop strategies to support program goals and objectives
Responsible for day-to-day operation of the Call Center and reporting results and status to our Utility client
Coordinate hiring efforts, train, prepare call center representatives to handle inquiries
Ensure agents understand and comply with call center objectives, performance standards, and policies
Measure KPI’s such as incoming calls, call waiting, abandonment; develop strategies to improve performance
Monitor and evaluate agent performance, provide learning or coaching opportunities
Implement technologies, tools and resources that enhance the customer experience (CRM, contact center software, case management)
Drives continuous improvement through reporting, trend analysis and metrics management
MUST HAVE:
High school diploma or equivalent
Prior supervisory experience or leadership experience
WE VALUE:
Prior supervisory experience in a call center
Prior experience working in customer service, call center, or operations role
Associate or bachelor’s Degree
Exceptional customer service and problem-solving expertise
Experience developing and monitoring key performance metrics
Salesforce / Case Management/ CRM experience
Excellent communication and leadership skills
Organizational and time-management skills
Decision-making skills
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
