Sr. Customer Exp Professional

Sr Customer Experience Professional – Call Center

We have an opportunity for a Sr. Customer Experience Professional within our Call Center here at Honeywell, Colonial Heights, VA.

As a Sr. Customer Experience Professional you will oversee a team of Call Center Energy Advisors that provide customer service to Utility customers and encourage customers to enroll in Utility sponsored Energy Conservation programs. This is a hybrid role, 3/ 2-day model.

Key responsibilities:

Oversee team of Call Center Energy Advisors

Serve as a liaison between program operations and call center staff; partner with program coordinators to develop training curriculum for agents, to resolve escalations and open issues, and to develop strategies to support program goals and objectives

Responsible for day-to-day operation of the Call Center and reporting results and status to our Utility client

Coordinate hiring efforts, train, prepare call center representatives to handle inquiries

Ensure agents understand and comply with call center objectives, performance standards, and policies

Measure KPI’s such as incoming calls, call waiting, abandonment; develop strategies to improve performance

Monitor and evaluate agent performance, provide learning or coaching opportunities

Implement technologies, tools and resources that enhance the customer experience (CRM, contact center software, case management)

Drives continuous improvement through reporting, trend analysis and metrics management

MUST HAVE:

High school diploma or equivalent

Prior supervisory experience or leadership experience

WE VALUE:

Prior supervisory experience in a call center

Prior experience working in customer service, call center, or operations role

Associate or bachelor’s Degree

Exceptional customer service and problem-solving expertise

Experience developing and monitoring key performance metrics

Salesforce / Case Management/ CRM experience

Excellent communication and leadership skills

Organizational and time-management skills

Decision-making skills

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.