Supervisor Customer Experience Center

APS (Arizona Public Service)

United States, Arizona, Phoenix

Nov 22, 2024

Arizona Public Service generates clean, reliable and affordable energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state's largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country's fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity.

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

Summary

Customer Experience (CX) Leaders will provide leadership, guidance, motivation and support for front line associates with the goal of delivering an industry leading customer experience.

CX Center functional responsibilities include 24x7 inbound and outbound calls, customer chat and email, customer escalations and resolutions.

This leader role will have oversight over one or more of these functions depending on team assignment.
Oversee team performance to meet or exceed operational targets.
Identify and lead cross functional efforts to drive process improvements.
Actively participate on and contribute to the CX Center leadership team.
Interact with Performance Development Team, Operations, Area Service, Meter Reading, IT and CX Center Support teams to achieve superior performance and service and to meet strategic goals with an emphasis on safety, customer service, regulatory compliance, employee development, teamwork, and cost management.

Minimum Requirements

HS/GED and five (5) years directly related experience. Customer Service experience may be in the Call Center, Banking, Retail, or other service-related positions. Demonstrated ability to communicate clearly and concisely with all levels. Creatively solve problems and manage change effectively. High quality interpersonal and management skills and experience in handling difficult customers. Proficient skills in personal computer and customer database systems. Demonstrated results in meeting goals and targets, experience in performance management, as well as excellent planning, organizational and analytical skills.

Preferred Special Skills, Knowledge or Qualifications:

Utility experience is preferred. Previous experience in a leadership role desired.

Major Accountabilities

1) Optimize front-line performance by providing appropriate coaching, training and motivation to ensure individual and team performance in meeting goals and targets.

2) Oversee the achievement of goals that have a team impact and feed into department-wide efforts.

3) Select, develop, and motivate staff, make timely recommendations and/or decisions on hiring, terminations, and promotions. Provide leadership and direction to build and maintain and maintain effective teams.

4) Maintain high visibility, provide and manage after hour emergency support, resolve difficult customer calls and assist with customer call volume as needed to support front line associates.

5) Analyze and use customer satisfaction and quality data as an associate coaching tool to increase customer satisfaction rating and follow up with customers.

6) Lead various projects or initiatives to drive continuous improvement.

7) Recognize and reward individual and team performance. Initiate corrective actions and monitor progress including personnel counseling and team facilitation to ensure successful individual and team performance.

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws'). Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988, the Company is committed to a work environment that is free from the effects of alcohol and controlled substances, and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity, regulatory requirements and applicable laws.

Hybrid: Employees in hybrid roles work both in their home offices (virtually) and alongside their colleagues (in person).

In order for employees to build strong relationships and to promote meaningful in-person interactions, hybrid employees are expected to work about 40% of their time in-person at an APS or other (non-home office) location.

*Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).

*Working from a home office requires adequate technology and an appropriate ergonomic set up.

*Role types are subject to change based on business need.