Share this Job

Call Center Advisor

Date: Jun 11, 2021

Location: Lansing, MI, US

Company: Consumers Energy

Join the diverse and dynamic team that powers Michigan's largest energy provider and one of the nation's largest gas and electric combination utilities.  Consumers Energy services 6.7 million of Michigan's 10 million residents - caring for our friends and neighbors in all 68 Lower Peninsula counties.  We embrace a cleaner and leaner utility vision focused on eliminating energy waste and adding renewable energy from sources such as wind and solar.

At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.

 

Responsibilities

The call center advisor will typically supervise 12-15 bargaining unit customer service representatives (CSR’s), with a heavy emphasis on developing employees and less on organization projects & initiatives.

  • Ability to operate computer terminals
  • Ability to utilize various computer software programs
  • Skill in basic problem-solving
  • Excellent communication skills

 

Essential Functions

The Call Center Team Leader supervises Customer Service/Sales Representatives (CSRs) in the delivery of customer assistance in a Call Center office environment.  Team Leaders are frequently required to respond to CSRs’ requests for assistance under tight time constraints, and often immediately for emergency calls, in an efficient and knowledgeable manner.  Team Leaders assist with the daily operational needs of the department, including staffing and scheduling, goal setting, quality assurance and administration of employee recognition programs.  They provide guidance to CSRs on Company policies and routine customer problem resolution; and they resolve escalated customer issues by applying their knowledge, experience and judgment.  Team Leaders monitor and analyze performance trends, and recommend changes to improve internal processes and customer service.  They deliver employee training and development through side-by-side coaching and silent monitoring, and assist in developing and maintaining updated training materials.  Team Leaders monitor employee performance, and deliver evaluations, counseling and disciplinary actions.  Regular attendance is expected.

 

Requirements:

  • Associate degree in an applicable field of study.  Less than an Associate degree may be acceptable if accompanied with extensive Company or industry experience in positions that demonstrate required management & leadership abilities and performance.
  • Experience developing/coaching employees

 

Frequent Job Activities

  • Use of the telephone for communication
  • Maintain control of customer calls
  • Resolve escalated customer calls and complaints
  • Employ active listening skills, including during tense emergency situations
  • Use of company computer and data systems to analyze problems
  • Apply analytical thinking
  • Apply problem-solving skills
  • Apply investigation, counseling and negotiation skills

 

Constant Job Activities

  • Coaching staff
  • Ability to clearly communicate and transfer knowledge to staff
  • Provide feedback to staff
  • Supervise employees including setting expectations and monitoring job performance
  • Correspond and communicate via telephone, computer, email, reports, etc.

 

Hours and Travel

Meet travel requirements of the position, usually a few days per month.  Work a flexible schedule, which may include evenings, weekends, holidays, overtime and on-call.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, Team Leaders are regularly required to sit, stand, walk, stoop, kneel or crouch.  They are very frequently required to speak or hear others in person or on the phone.  Team Leaders occasionally must lift and move up to twenty pounds.  Specific vision abilities required by this job include close vision, color vision, depth perception and the ability to adjust focus.  The work environment characteristics described here are representative of those a Team Leader encounters while performing the essential functions of this job.  The noise level in the work environment is usually moderate.

 

 
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.


Nearest Major Market: Lansing

Job Segment: Call Center, QA, Quality Assurance, Customer Service, Sales, Quality, Technology