Customer Service QA & Coaching Specialist

Date: Sep 11, 2022

Location: Saint Louis, MO, US, 63101

Company: Spire Inc.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:

Living Spire (Essential Behaviors)

  • We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
  • We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
  • We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
  • We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.

Summary

Spire Customer Experience Dept is seeking to Specialist, Quality Assurance in Birmingham, AL. This position will monitor and evaluate calls taken by Spire Customer Experience and third-party customer contact employees. Also, will ensure calls meet quality standards in Connect to People, Get the Job Done and Leave a Memory.  

Duties and Responsibilities

Primary duties:

  • Conducts monthly coaching sessions with internal agents and third-party supervisors, providing feedback and guidance on quality competencies. 
  • Coordinates with Customer Experience Managers, Coaches and third-party supervisors to ensure quality targets are achieved.
  • Conducts regular calibration sessions to accomplish scoring consistency.
  • Monitors Meter to Cash processes, email responses, voice of the customer, Hallmark program adherence and Learning Opportunities, ensuring excellent customer service is delivered.
  • Monitors customer touchpoints from cross-functional departments including Spire Marketing, Dispatch, and other areas, as assigned.
  • Develops and conducts employee reward programs related to quality metrics.  
  • Provides monthly reporting on monitoring programs and identifies inputs into Rep Connect meetings. Conducts monthly review meetings for program reporting.

Essential Characteristics and Competencies

Secondary duties:

  •  

Secondary duties:

  • Participates in training curriculum development for new representatives and designated Customer Experience employee training programs.
  • Assists in the development and maintenance of training materials, process documents and job aids on company shared sites. Incorporates identified trends with learning opportunities and competencies.
  • Assists with new-hire and refresher training classes for Spire Customer Experience and third-party representatives, as needed. Monitors representative progress throughout each module. Provides hands-on support during nesting periods.
  • Collaborates with project teams and other departments to develop expert knowledge of new processes and policy changes; incorporates changes into training curriculum. Provides process change details into Rep Connect meetings, as needed.
  • Collects feedback from Customer Experience Reps, Supervisors/Coaches and Managers and incorporates recommendations regarding areas for improvement.

Supervisory Responsibilities

N/A

Required Education (certifications, licenses)

  • Bachelor's degree in business or communications related discipline is preferred.
  • Experience using Contact Center Call Monitoring software preferred.
  • Knowledge of utility industry and Spire company policies pertaining to customer service, installation, construction, billing, meter reading and collections is preferred.

Required knowledge, skill and abilities

  • A minimum of three to five years of experience in customer service or communications field is required.
  • Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
  • Ability to work under pressure and meet tight deadlines.
  • Ability to adapt in a fast-moving and changing culture
  • Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people.
  • Ability to work independently and manage time effectively in order to meet individual goals and deadlines.
  • Ability to work as part of a team and display a positive attitude for this dynamic environment.
  • All other duties as assigned

Physical demands, environment and schedule

  • Normal Work Environment - Work is normally performed in a shared office environment
  • Requires frequent phone calls and interruption both during and after working hours
  • Occasionally requires over time and work during nonstandard business hours
  • Travel may be required 10-25% of the time

Competencies

We Advance
We Collaborate
We Care
We Have Perspective

Posting Requirements

Spire accepts online applications through our career site at jobs.spireenergy.com

 

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.


Job Location: St Louis

Job Segment: Quality Assurance, Business Process, Technology, Customer Service, Management