Cal Water Jobs – Regional Customer Center Manager

Job Description:

California Water Service Group invites you to pursue a career in the water industry with the third largest publicly traded water utility in the United States. Our mission is to be the leading provider of water and wastewater services. We’re committed to improving the quality of life for our customers, communities, stockholders, and employees. To achieve that, we align our hiring strategies with the company’s core values of integrity, service, value, health and safety, respect and collaboration, and corporate citizenship so that we can provide quality, service, and value to all of these groups.Our commitment to our employees is evident, as we have been named a Top Workplace in the Bay Area for nine years in a row and designated as a Great Place to Work®, and Cal Water was ranked “Highest in Customer Satisfaction Among Water Utilities in the West” by J.D. Power in its inaugural water utility satisfaction study.

Job Responsibilities:

Manages a team of Customer Service Representatives and Customer Service Supervisor, day to day activities
Responsible for overall team performance including analyzing the call center reports, and operational data to suggest needed improvements to improve overall workflow and customer experience
Responsible for creating reports including analysis to project justifications, service improvements, capital projects, and performance management
Maintains an active role in hiring, training, and supporting the Call Center team
Conducts effective resource planning to maximize group productivity
Reviews call-center statistics to manage and balance queue coverage, ensuring operational duties/tasks are met within the required timeframes
Acts as a resource to assist CSRs with questions, call escalations, and complex issues
Ensures company Key Performance Indicators (KPI’s) for customer service standards are met
Ensures all staff is fully trained. Provides ongoing coaching to maintain quality standards

Job Requirements:

• Bachelor’s degree in a relevant field and/or equivalent transferrable work experience
• Five years in a supervisory role or similar position
• Exceptional interpersonal skills, strong coaching, and ability to motivate staff
• Highly detailed oriented
• Strong understanding of customer service metrics and call center reporting data
• Excellent organizational and leadership skills with a problem-solving ability
• Ability to manage multiple projects, competing priorities, and deadlines
• Able to adapt to an ever-changing environment, open to change
• Knowledge of performance management
• Strong communication skills; must be able to effectively and clearly communicate with internal and external customers
• Proficient in MS Office, CC&B, and Mitel call center equipment/software programs
• Valid California Driver License

Job Details:

Company: California Water Service Company

Vacancy Type:  Full Time

Job Location: Bakersfield, CA, US

Application Deadline: N/A

Apply Here

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