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Customer Experience Coordinator

At Dominion Energy we love our jobs.  That’s right.  Love.  Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate.  These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever.  We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that’s proud of its rich legacy. Are you a change agent?  Do you think differently?  Do you want to fall in love with your job? If you answered “yes,” then read on!

At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.

This position does not offer relocation assistance. 

Job Summary

This position is responsible for developing customer contact employees to achieve individual, company, and customer experience goals, while overseeing the work activities of assigned Customer Service Center colleagues; support the training, development, quality performance, communication and technical skills of service professionals by providing accurate responses to questions with a sense of urgency during contact processing. Performs diversified customer relations/customer service center and administrative duties for customers to ensure prompt processing of customer requests regarding company products, services and activities.

  • Agent Development: The most important aspect of the Customer Experience Coordinator position is developing people to achieve individual, company and customer experience goals by providing support, on-going training and development plans for assigned service professionals after successful completion of initial training.
  • Quality Assurance Functions: As necessary, supervise the day-to-day customer call quality issues, the services being provided, and ability to meet or exceed customer and Company goals and objectives while ensuring adherence to department policy and procedure.
  • Floor Assistance: Support the quality performance and communication skills of agents by providing accurate responses to questions with a sense of urgency during call processing.  
  • Communication: To ensure effective communication with agents in order to procure an environment that is productive and will meet or exceed Dominion and the customer expectations.
  • Accountability: To facilitate proper and effective coverage of the line group floor to ensure consistent effectiveness of the workflow to exceed the customer's expectations.
  • Related Duties as Assigned: Job incumbents may be asked to perform other duties as required including handling customer contacts.
  • Training: Professionally conduct the training or re-training of assigned service professionals, using established training guidelines, methods and materials.  
  • Training Documentation: May participate in the preparation of written, on-line, or other training materials for delivery across multiple site locations.

 

This role requires out-of-state and overnight travel.

Perform other duties as requested or assigned.
 

Required Knowledge, Skills, Abilities & Experience

Required:
•    5 years Customer Service Experience (this can include help desk, training, customer support, utility customer contact center)

Preferred:
•    Experience as a trainer 
•    Demonstrated excellence in interpersonal, organizational, and project management skills 
•    Knowledge of customer billing and accounting procedures, credit policies and all other customer service-related policies and procedures and their applications
•    Experience with customer support in the utility industry
•    Familiarity with computer applications related to customer service functions and support technologies
•    Effective written and verbal communication skills
•    Ability to troubleshoot and identify opportunities of improvement in complex processes 
•    Demonstrated ability to work independently and in a demanding environment
•    Ability to use exceptional tact in dealing with customers and employees

 

The company is actively seeking United States military veterans and service members who meet the qualifications outlined below.

  • Military service members and veterans with ranks from E5-E9, W1-CW5, or O3-O6, plus appropriate equivalent combination of education and years of experience as outlined above.
Education Requirements
Education Level: Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education: Bachelor , Required: High School Graduate , GED , Disciplines: Preferred: Business
Licenses, Certifications, or Quals Description
Working Conditions
Office Work Environment 76 -100%
Travel Up to 25%
Other Working Conditions
Test Description
No Testing Required

 

Export Control


Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law.  Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

 

Other Information


We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more.   To learn more about our benefits, click here dombenefits.com.

Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.  

You can experience the excitement of our company – it's the difference between taking a job and starting a career.

Top 3 Reasons to Work at Dominion Energy

1. Great Work Life Balance
2. Generous Pay and Benefits
3. Collaborative & Inclusive Culture

About Dominion Energy

I am your warm cup of coffee in the morning and I light your home at night. I am the cool breeze from your A/C on the hottest day in summer, and the red coil that heats your soup pot on a frigid winter’s day. I am sustainable, reliable and affordable.
 
I am not just any energy… I am Dominion Energy.
 
We're transforming the way we do business to build a more sustainable future for the planet, our customers, our team and our industry.  We're shaping the future of energy in America.
 
Join us!
 

Facts:
·21,000 employees
·Headquarters: Richmond, VA
·16 states in the US
·$100 billion of assets
·Nearly $35 million in charitable contributions
·100,000+ volunteer hours recorded in the community


Nearest Major Market: Akron
Nearest Secondary Market: Cleveland

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