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Customer Services Leader

Location:

Chadron, NE, US, 69337-0551Ogallala, NE, US, 69153-4606Scottsbluff, NE, US, 69363-2068

Nebraska Public Power District (NPPD) has an immediate opening for a Customer Services Leader located at Chadron Office, Ogallala Operations Center, Scottsbluff Office in Various/Negotiable , Nebraska. Position closes November 4, 2024 at 11:59 p.m. Central Time.

This position will report to the Manager of Retail Technology, Billing & Customer Care.

Position Summary

This position is responsible for providing leadership and direction for Customer Service Center, After-Hours Dispatch Center, and Centralized Customer Care Center employees within the particular technical and geographic area assigned. This is an independent, highly visible, service-oriented position focusing on relationship management with Retail customers and employees, with after-hours utility customers, and across multiple internal departments. Individuals in this position are expected to have a response time of 30 minutes or less in the event of a call-in.

The incumbent is accountable for understanding the critical nature of providing a high level of customer service and promoting a culture of strong customer focus on a consistent basis. This position is accountable for the financial management and expenditures for customer service.

Education, Training and Experience

Bachelor's degree in business management or related discipline plus three years of experience as described below; or Associate's degree in business management or related discipline plus seven years of experience as described below; or High School diploma/GED plus ten years of experience as described below. Demonstrated leadership ability required. The selected incumbent will be required to obtain their Bachelor's degree within six years of date of entry into the position if they do not have a Bachelor's degree on date-of-hire.

Prior Related Experience:

Previous experience in customer service, leadership, the utility industry, or a call center environment is required. Supervision experience is preferred.

Licenses and/or Certifications

Not Applicable

Essential Duties & Responsibilities

Supervision of daily work and ongoing development of representatives charged with both customer contact and transactional processing in a 24/7 operation and within the particular technical and geographic area assigned. Incumbent must be available for rotational coverage of the Centralized Customer Care Center 24/7 operations. This includes hiring, training, coaching, salary administration, disciplinary action, and coordinating schedules of assigned staff.

Develop, maintain, and assure consistency in the application of Customer Service policies and procedures.

Implements and monitors billing systems, Call Center systems, and outage management systems to achieve customer service goals.

Implements and provides support to multiple District departments as well as after-hours call answering services for Public Power Providers and Operations and Maintenance (O&M) agreement communities.

Quality assurance checks to develop employees' customer service skills and technical accuracy. Analyzes call volume trends and forecasts future staffing needs and scheduling coverage.

Assists representatives in resolving problems and issues that arise with internal and external customers. Researches and troubleshoots escalated complaints, and implements best course of action to resolve situation.

Creates and communicates reports to senior management outlining team accomplishments, achievements, and productivity. Maintains business relationships with after-hours utilities.

Keeps appraised of developments in field of expertise to ensure effectiveness, and makes recommendations to management to improve efficiency.

Accurately monitors and bills after-hours call answering services. Ensures a cost-effective benefit is observed by these customers while generating revenue for the District.

Accountable for other duties as assigned.

Core Competencies

Customer Focus

Employees & Teamwork/Diversity & Inclusion

Public Service/Environmental Stewardship

Safety

Integrity/Excellence

Salary Information - Nebraska Public Power District offers a competitive starting salary with opportunities for growth. In addition to the base salary range listed below, NPPD employees may also be eligible for our Annual Incentive Program (AIP) that may supplement total compensation at a level above and beyond the stated salary range. Successful applicants will be provided more information regarding the incentive program at the time of an interview.

Pay Grade - 13 Monthly

Typical Pay Grade Starting Salary Range: $6,847.00 - $8,559.00

Travel Required: 25% to 50% (With no or minimal overnight stays, less than 3 per month, typically within state of Nebraska) Travel required may fluctuate by business need. This is an estimate and will be discussed further with candidates that receive an interview.

Nebraska Public Power District offers a competitive starting salary and an excellent benefits package including medical and dental insurance, 401K retirement plan, paid holidays, paid vacation, paid medical, training opportunities and more.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources at Nebraska Public Power District.

Nebraska Public Power District is an Equal Opportunity Employer

We are an Equal Opportunity Employer who values the contributions of its diverse work force. We are only legally able to hire persons who are 1) a United States citizen or national, 2) a lawful permanent resident of the United States, or 3) an alien legally authorized to work in the United States.

Hiring Philosophy (https://www.nppd.com/careers/hiring-philosophy)

Know Your Rights

E-Verify Participant (https://docs.nppd.com/EVerifyParticipant.pdf)

Right to Work

FMLA (https://docs.nppd.com/FMLA_Poster.pdf)

Pay Transparency Nondiscrimination Provision