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 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 is seeking a Customer Experience Coach.

Duties and Responsibilities

• Manages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are met
• Takes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experience
• Sets employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performance
• Collaborates with Quality Assurance & Training team to ensure consistent coaching and delivery of exceptional customer service
• Oversees complex customer service issues that require leadership review
• Manages staffing levels and performance to ensure corporate objectives are met
• Serves as Customer Service lead on enterprise-wide projects
• Analyzes ongoing processes and recommends solutions to improve overall customer experience
• Executes appropriate decisions guided by policies, procedures and overall business plan

Essential Characteristics and Competencies

• Ability to demonstrate the essential behaviors
• 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 recognize problems and respond, systematically gather information, sort through complex issues, understand consequences of decisions, seeks input from others
• Ability to make difficult decisions and communicate those decisions to others
• Ability to set challenging and productive goals for the team and holds others accountable for actions
• Ability to use means available to measure results and provide feedback
• Ability to provide and communicate clear performance objectives
• Ability to define roles/responsibilities, motivate and set strategy
• Ability to understand and use technology

Supervisory Responsibilities

• 3 years’ experience supervising or leading others required

Required Education (certifications, licenses)

• Bachelor’s Degree required
• Facilitator certification with one of the leading Customer Service Skills Companies preferred

Required knowledge, skill and abilities

Physical demands, environment and schedule

• Work is normally performed in a shared office environment
• Typically, 8 hours a day, Monday through Friday. Occasional after- hours work may be required.
• Occasional travel to other parts of state and company.

Competencies

Posting Requirements

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.