Customer Service Program Manager
Date: Sep 27, 2024
Location: Houston, TX, US, 77002
Company: CenterPoint Energy
CenterPoint Energy and its predecessor companies have been in business for more than 150 years.
Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.
Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.
At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.
Job Summary
Supports Home Service Plus sales goals and objectives by establishing and leading enterprise-wide cross-functional strategic customer service initiatives. Leads a variety of projects including launching new services, systems integration, operational efficiency improvements and process reingineering. Primary laison for P&L owners and customer service leadership who assist with transalting P&L objectives into goals and actionable targets for contact center operations. Leverage sales and contact center data to assist with setting short- and long-term sales strategies and evaluating the effectiveness of current sales programs. Will also assist with developing a highly motivative retail culture in the customer service organization.
Essential Functions
- Develops and supports the implementation and communication of assigned projects and Home Service plus initiatives.
- Interacts with business partners to address concerns related to sales and service programs via written and verbal communication and facilitate through positive customer interactions and problem resolution.
- Coordinates with various business partners, both internal and external, to ensure strategic planning is executed throughout project or Home Service Plus sales initiatives.
- Liaisons with various customer service operations for all aspects of customer service planning and implementation including workforce planning, training, telecom, IVR design, analytics, reporting and metrics, automated workflows and case management.
- Conducts root cause analysis of service requests and originate process improvements to reduce customer service needs
- Partners with customer service leadership to develop strategies to meet and exceed sales and service performance expectations
- Monitors marketing and sales performance to proactively identify opportunities to increase contact center sales performance.
- Leverages report, workforce management and data analytics to ensure the sales strategy is attainable.
- Champion that ensures the people, process and technology are mature and adaptive to support the strategic sales objectives
- Sales coach for contact center supervisors and leadership staff
- Measure the effectiveness of the contact center agent's pay for performance model and effectiveness
- Be aware of workforce managements call routing strategies and assist with developing contact center agent incentives
- Leverage sales best practices to meet and exceed sales and service goals
- Collaborates with other departments to resolve customer inquiries and achieve customer satisfaction.
Education Description
- Requires a bachelor’s degree in business administration, information technology or other related business major from an accredited college or university.
- In lieu of a degree, will consider a combination of education and related experience managing projects totaling four (4) years, where each year of applicable college = 1 year and each year of applicable work experience = .5 year. Experience in lieu of education is in addition to the Experience requirements.
Experience
- Requires a minimum of two (2) years of project management or program management experience, including a minimum of two (2) years progressive experience in a multi-faceted operations environment such as either customer service or field service operations, sales or marketing operations, warehouse operations, business process improvement and strategy management.
We want you to know
Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together.
Diversity, Equity and Inclusion
CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.
At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.
What we bring to you
- Competitive pay
- Paid training
- Benefits eligibility begins on your first day
- Transit subsidies
- Flexible work schedule, paid holidays and paid time off
- Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
- Professional growth and development programs including tuition reimbursement
- 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution
Job Type: Full Time
Posting Start Date: 09/27/2024
Posting End Date: 10/09/2024
This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.
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Nearest Major Market: Houston