Customer Care Center Supervisor

IMPORTANT:  This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders.  Other applicants need not apply.

 

Comverge, Inc., a leading provider of clean energy solutions that enable electric utilities to manage capacity during periods of peak energy demand, delivered more than 1,250 megawatts (MW) of reduced electricity demand to commercial + industrial (C+I) and residential customers along the Eastern seaboard during the summer of 2011. These efforts were made necessary by a record breaking heat wave that, at its peak, put approximately 132 million people under a heat alert, and threatened grid reliability in 15 eastern states. Working with local electric utilities and grid operators during July, Comverge executed 54 mandatory curtailment programs that kept the lights on for more than 944,000 homes and 832 commercial and industrial sites. We need your help to conserve energy in America. Join the industry leader in the following opportunity:

Role Summary / Purpose:
As a key member of the Comverge team, the successful candidate will be a key contributor supporting an Atlanta based field installations dispatch team. The Customer Care Center Supervisor will ensure that the support of Field Techs and Program Office support is completed accurately and in a timely manner.

Essential Responsibilities:
You will manage a team of Dispatch Coordinators who will support the creation, distribution and maintenance of Field Tech work orders and dispatch routes for a variety of program offices. This will include the management of Tier 1 support for all Comverge field operation activities including technical services, software and IT support. Additionally, designing, developing and implementing required feedback and communication systems for field operations is required. As a supervisor you will develop escalation procedures for all matters requiring additional support outside the customer care team which involves interacting with Program Managers, Field Service Managers, IntelliTECH team and the Comverge call center to expedite customer service requests. Additional responsibilities include completing all required reports on time and accurately for the program management team and following up on client inquiries and complaints.

Operating a variety of software systems and maintaining reporting files in the Comverge internal business systems is vital to success in this position including communicating both formally and informally in scheduled meetings with management, subordinates and peers. You will share duties with team of Dispatch Coordinators as necessary and produce reports on daily, weekly and monthly basis for program field offices. Managing work schedules and shifts that will go from 7:00AM to 10:00PM EST is imperative.

Qualifications Requirements:

• The ideal candidate will have a Bachelor's degree or equivalent or 4-6 years related experience. Knowledge of Microsoft Office and basic IT infrastructure support is required.
• Need to be familiar and comfortable with digital technology and communication.
• Attention to detail is critical.
• Ability to independently evaluate work requirements, set priorities, keep multiple projects moving forward simultaneously while remaining flexible with the demands of the program.

Qualifications Desired:

• Previous customer care and dispatching experience helpful but not required.
• A professional personality and appearance with excellent communication, problem solving and organizational skills is desired.

 

To Apply
To apply for this position go to https://home.eease.adp.com/recruit/?id=1052811

Comverge is an Equal Opportunity Employer.