What are the responsibilities and job description for the Associate Director of Customer Support Center position at Michaels Energy?

Job Description

Salary : $115,000 - $125,000

Who is Michaels Energy?

Michaels Energy is a veteran-owned energy consulting firm that exists to help businesses minimize waste and maximize value . Our energy and engineering gurus are obsessed with optimizing buildings and processes to maximize energy savings and profits, minimize utility grid stress and carbon footprints, and keep this big, beautiful planet in tip-top shape. Our passion is developing long-term client relationships with energy users, utilities, consultants, and partners.This passion combined with our core values of proactive and responsive service , intuitive analysis , collaborative partnerships , and fanatical execution , forms the foundation of our corporate culture.

Were proud to share that Michaels Energy is one of Incs Best Workplaces of 2024 . This award is given to workplaces that foster an environment where employees willingly go above and beyond in their work, advocate for the organization, and intend to stay into the future.

What is the role?

Michaels Energy is seeking an experienced customer service leader who can lead a dynamic call center environment. The Associate Director of the Customer Support Center (CSC) position is responsible for the management and proficiency of the department. This includes managing the operations of customer rebate processing, phone services, data entry, and light administrative work for all campaigns supported by the CSC while ensuring Michaels provides exceptional customer service. This role is a department head and is responsible for the performance of the department, meeting goals and objectives set forth by the company, and establishing fundamental processes and expectations for the department. We are looking for someone who will live company values, represent the department in client, and ensure the team has the tools and training to support their work.

Customer Service and Communication support

Override barriers to success in the systems being used by the CSC staff
Answer questions from the rebate processors and the client regarding processing and / or customer questions / issues / concerns
Review backlog reports and pass out claim forms and / or assignments as necessary to help improve aging dates and turnaround times
Business development and proposal support
Coordinate any record / data fixes and the voiding or creation of payments to go along with the fix
Establish and manage appropriate escalation processes
Monitor and ensure timely response to incoming emails to Clients Energy Efficiency mailboxes

Quality Control

Audit 10% of the rebates and incentives that will be submitted for payment approvals and then make the payment approvals

Monitor and review calls with the rebate processors monthly

Review manual form uploads for Clients when they need them

Review and update department processes to reflect current needs and continuous improvement efforts

Reporting

Batch and send rebates and incentives ready for payment to the utility or established incentive payment company as required by program rules. Provide internal and external reports on the incentive payment activity.

Update and deliver required client reports and data requests

Provide ongoing client reports, per the clients' specifications on key performance indicators and metrics. Including but not limited to : email and call stats, rebate volume, progress to goal, and other daily requirements as defined by the program or campaign needs

Support Product Managers and department managers with the data and progress provided by the CSC in support of programs

Staff Management

Review and approve employee timesheets

Coaching and reviewing the rebate entry process with each rebate processor

Manages CSC staff and scheduling to support client contracts

Create SOPs as needed for new, existing, and changing processes

Establish and coordinate professional development plans for staff members

Hold monthly one-on-one meetings with staff

Aligns team and employee goals, initiatives and tasks with corporate strategy and client needs

Provide annual employee reviews and set annual goals. Provide ongoing tracking and feedback on employee performance and goal achievement

General Office Management

Coordinate keys, access and responsibilities for opening and closing the office.

Manage and order supplies

Assist with computer or phone-related issues or troubleshooting for IT staff

Advise corporate of facility issues or needs.

Work In-take and Resource Management

Work with Product Managers to understand campaign or program work required

Define the tools and information required for the CSC to be successful deploying the program and / or campaign

Create processes, metrics, and expectations for staff

Assign and train staff on program / campaign parameters

Manage to budget provided for services

How do you contribute?

After 3 months, you will have.

Understanding of Michaels Energy contracts and client accounts

Understanding systems of the customer support center

Understanding of the role that the CSC fits within the organization

After 6 months, you will have.

Engage in continuous improvement activities

Defined workload and scheduling for the team

Driving corporate strategy into the department

What are we looking for?

Bachelors Degree in Business or related field

Seven years of experience in a call center, customer service environment

Minimum of three years of experience in a direct supervisor role

Proven track record of leading teams

Energy Efficiency industry preferred

Proficient in MS Office Suite

Ability to travel up to 10 %

Where can you work?

In office

Cedar Rapids, IA

Why work for Michaels Energy?

The top reasons Michaels Energy is an awesome place to work, besides helping the world save energy.

We Never Stop Learning

Flexible Work Hours

Collaborative

Career Development

Beer Fridays

Fresh Fruit Daily

Wellness Rewards

Fun Company Outings

Michaels Energy Diversity Statement

We strive to build and nurture a culture that is inclusive and welcoming for all employees. We know diversity and inclusion are essential to innovation, a strong work environment and exceptional results. This fits in well with our culture that celebrates the unique, the different, and the individual. For us, this is who are and what we do, not just words in a policy.

Salary : $115,000 - $125,000

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