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Customer Acquisition Services Supervisor

Company: NW Natural
Location: Vancouver
Posted on: November 21, 2020

Job Description:

Customer Acquisition Services Supervisor Non-Union Position Acquisition Services; Portland, Oregon (US-OR) Regular FT Posting 1628 The Role: Oversees and directs the activities of the Customer Acquisition Services Call Center to initiate and fulfill installation of services and service levels utilizing knowledge of NW Natural’s investment requirements, policies, procedures and service offerings. Responsible for training of all Customer Acquisition teams and acts as system subject matter expert, overseeing system maintenance and analysis of system issues. Day to Day: Supervises the day-to-day operations of the Customer Acquisition Services Call Center. Develops, fosters and supports a participative and interactive team environment. Develops, trains, and mentors Call Center individual and team members; provides documentation and ongoing performance feedback; recognizes accomplishments and provides cross-training opportunities. Conducts analysis, creates system specifications, develops, tests, and/or implements business applications to support process improvement Collects and analyzes performance metrics for the Customer Acquisition process utilizing root cause analysis, document analysis, surveys and/or workflow analysis. Develops and/or manages the development, delivery, review, and maintenance of training programs and materials to ensure training needs are met. Conducts and/or facilitates training. Demonstrates appropriate leadership and decision-making behaviors; maintains technical job knowledge and personal skill development. Participate as a subject matter expert for external audit preparation, data gathering in order to demonstrate compliance. Adheres to and promotes the philosophies and directives of the Collective Bargaining Agreement. Come on your first day with: Demonstrated skill and ability in overseeing, coordinating and delegating employee activities consistent with Company strategy to balance customer satisfaction with shareholder value. Bachelor’s degree and a minimum of 3-5 years related experience or equivalent combination of education and technical experience resulting in proven systems skills/knowledge. Ability to be self-managed, analyze customer situation, and apply skills in problem solving and decision-making. Strong communication, negotiation and persuasion skills. Ability to respond to customer and trade allies with tact and diplomacy. Knowledge of NW Natural’s products and services. Ability to learn and apply knowledge of natural gas equipment and its applications, supply conditions, competitive advantages and availability. Demonstrated ability to effectively manage and analyze technical systems, business processes and data. Proven ability to effectively interact with technical staff, user community and business environment stakeholders. Must maintain regular and punctual attendance. What we offer: Arguably the most competitive healthcare and wellness benefits in the Pacific Northwest Meaningful Annual Incentive Bonus Opportunity in addition to base salary 401(k) with generous match and additional 5% employer contribution Company provided Trimet or C-Tran passes/Bike storage for cyclists Green Team / Diversity, Equity & Inclusion Council / Safety Team / Women’s Network Numerous volunteer and community engagement opportunities Employee Stock Purchase Plan with a 15% discount 20% Employee discount on Natural Gas 7 Paid Holidays and up to 3 floating holidays to add an extra paid day off to Holidays Observed by NW Natural Flexible work schedule opportunities Base salary range: $76,400.00 - $105,750.00 per year, depending on qualifications Application Process: To be considered for this position, submit a complete electronic application including cover letter and resume via our website. Deadline: November 20, 2020 All applications must be submitted through NW Natural’s Electronic Application System. Resumes submitted via email, fax or mail will not be accepted in lieu of an electronic application. We are a drug free workplace and we comply with Federal Drug Free Workplace Act and Department of Transportation regulations. Pre-employment drug tests are part of the hiring process and apply to all positions. NW Natural does not accept unsolicited submissions or assistance from search firms for posted positions. Resumes submitted by search firms working under a valid and current written contract with NW Natural valid written Statement of Work in place for this position from NW Natural HR/Employment will be deemed the sole property of NW Natural. No fee will be paid in the event the candidate is hired by NW Natural as a result of the referral or through other means. Nearest Major Market: Portland Oregon We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, sexual orientation, gender identity, veteran status, disability or any federal, state or locally protected class.

Keywords: NW Natural, Vancouver , Customer Acquisition Services Supervisor, Other , Vancouver, Washington

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