What are the responsibilities and job description for the Customer Services Leader position at Nebraska Public Power District?
Customer Services Leader
Nebraska Public Power District (NPPD) has an immediate opening for a Customer Services Leader located at Norfolk Customer Care Center in Norfolk, Nebraska. Position closes April 14, 2025 at 11:59 p.m. Central Time.
Standard schedule for this position is 8am-4:30pm. The Customer Services Lead will have oversight of dispatch services and the dispatch team, requiring the incumbent to work an alternate schedule 2 weeks out of the month which may include overnights.
This position will report to the Contact Center Team Leader.
Position Summary
This position is responsible for providing leadership, strategic thinking, and direction for Customer Service Center, After-Hours Answering & Dispatch , and Centralized Customer Care Center employees within the technical and geographic area assigned. This is an independent, highly visible, service-oriented position focusing on relationship management with Retail customers and employees, with after-hours utility customers, across multiple internal departments, and is responsible for managing all aspects of customer interactions in verbal and written communications. Individuals in this position are expected to have a response time of 30 minutes or less in the event of a call-in.
The incumbent is accountable for understanding the critical nature of providing a high level of customer service, researching, and implementing strategies to improve customer experience, and promoting a culture of strong change management with customer focus at the forefront on a consistent basis. This position is accountable for providing yearly and monthly budget oversight of the customer service team in collaboration with the Contact Center Team Leader and/or Manager of Retail Technology, Billing, and Customer Care. This includes efficient planning for budget rate outlook items, managing cost center and WBS elements budget versus actual monthly/yearly, and ensuring efficient use of funds while providing effective customer service solutions and efficient staffing levels. Provide accurate and timely performance and financial metric reporting monthly.
Education, Training and Experience
Bachelor's degree in business management or related discipline plus three years of experience as described below; or Associate's degree in business management or related discipline plus seven years of experience as described below; or High School diploma/GED plus ten years of experience as described below. Demonstrated leadership ability required. The selected incumbent will be required to obtain their Bachelor's degree within six years of date of entry into the position if they do not have a Bachelor's degree on date-of-hire.
Prior Related Experience:
Previous experience in customer service, leadership, the utility industry, or a call center environment is required. Supervision experience is preferred.
Licenses and/or Certifications
Not Applicable
Essential Duties & Responsibilities
Supervision of daily work and ongoing development of representatives charged with both customer contact and transactional processing in a 24/7 operation and within the particular technical and geographic area assigned. Incumbent must be available for rotational coverage of the Centralized Customer Care Center 24/7 operations. This includes hiring, training, coaching, salary administration, disciplinary action, and coordinating schedules of assigned staff. Provide daily leadership, coaching, and mentoring on human performance techniques and focus on safely and securely delivering a reliable and sustainable solution through the Retail Customer Service Team. This involves travel to and directing work at various District locations, often geographically separated from other CS staff. Engage in ongoing personal and professional development; maintain a high degree of personal accountability and practice honesty, integrity, listening, and communication skills.
Develop, maintain, and assure consistency in the application of Customer Service policies and procedures. Responsible for enforcing Customer Service and Distribution policies and procedures, NPPD Rules and Regulations, General Service Charges Rate Schedule with customers, Emergency Management of outage processes, and leadership of After Hour Call Answering and Dispatch Services to utility districts and entities. Provide consistent oversight and interpretation of NPPD’s Rules and Regulations and NPPD’s General Customer Service Charges Rate Schedule as they apply to the Retail Customer base. This includes all customer types including but not limited to Municipal, Industrial, Commercial, and Residential. Ensure NPPD’s policies and procedures are consistently supported and followed, which may require coordination/communication with NPPD’s legal team, Retail Distribution, Retail Billing, and Pricing & Rates.
Implements, monitors, and maintains a high degree of knowledge in SAP Customer Information System (CIS) Call Center systems, and outage management systems to achieve customer service goals.
This position will coordinate work with other leaders across multiple business units (Retail Distribution, Retail Billing, Legal, Human Resources, Security, Telecommunications, etc.) to ensure business and process needs are clearly understood and implemented to meet the expectations of the business stakeholders and customers through screening, planning, scheduling, and implementation/onboarding to ensure solutions are maintaining, evolving, and improving customer experience. Coordinates planned and unplanned system outages that impact internal and end-use customers both in applications and telephony touch points.
Implements and provides support to multiple District departments as well as after-hours call answering services for Public Power Providers and Operations and Maintenance (O&M) agreement communities through subject matter expertise in the following, but not limited to, answering services technology, interactive voice response, file transfers, outage management program customization, and/or state-wide radio, and/or completion of PPP monthly billing.
Accountable for other duties as assigned.
Core Competencies
Pay Grade - 13 Monthly
Typical Pay Grade Starting Salary Range: $7,053.00 - $8,816.00
Travel Required: Will vary by location of successful candidate. Travel required may fluctuate by business need. This is an estimate and will be discussed further with candidates that receive an interview.
Nebraska Public Power District offers a competitive starting salary and an excellent benefits package including medical and dental insurance, 401K retirement plan, paid holidays, paid vacation, paid medical, training opportunities and more.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources at Nebraska Public Power District.
Nebraska Public Power District is an Equal Opportunity Employer
We are an Equal Opportunity Employer who values the contributions of its diverse work force. We are only legally able to hire persons who are 1) a United States citizen or national, 2) a lawful permanent resident of the United States, or 3) an alien legally authorized to work in the United States.
Benefits
Customers around the state know what to expect from NPPD — quality, reliability and performance excellence. Our values also extend to the way we take care of our employees and their families. We remain on the leading edge by providing competitive benefits that respond to the diverse lifestyles of our people in an ever-changing world.
Salary
Nebraska Public Power District offers a competitive starting salary with opportunities for growth. In addition to the base salary listed in posting, NPPD employees may also be eligible for our Annual Incentive Program (AIP) that may supplement total compensation at a level above and beyond the stated salary range.
Retirement Savings
NPPD employees may participate in two retirement plan options – a 401(k) plan and a 457(b) plan. Both plans allow for pre-tax or Roth contributions. After the first six months of employment, the 401(k) plan includes a generous matching contribution from NPPD. The five-year vesting period begins on an employee’s hire date. Our retired employees are eligible for retiree healthcare benefits as well as a life benefit paid out to designated beneficiaries upon their passing.
Health & Wellness
At NPPD, we care about the health and wellness of our employees. We offer new teammates two competitive hospital / medical plan options to fit their lifestyle and family needs. We also make an annual contribution to employee Health Savings Accounts, which can be used to offset out-of-pocket expenses. Employees and their spouse are invited to participate in a variety of wellness initiatives offered throughout the year as a way to enhance their wellness, reduce health risks and promote healthy lifestyles.
Other Benefits
Employees earn vacation on a schedule commensurate with their years of service. We also offer paid holidays as well as personal and family medical leave, including birth mother recovery leave and parental child bonding leave. All full-time employees receive a life insurance policy equivalent to two times the participant's annual salary at no cost to the employee. NPPD also offers dental and vision insurance as well as personal accident, accidental death and dismemberment, critical illness, hospital indemnity, long-term care, pre-paid legal/identity theft, and short-and long-term disability insurance plans. Additional benefits include college tuition reimbursement, relocation assistance and complimentary access to an Employee Assistance Program.
Salary : $7,053 - $8,816
