Southern Company Project Performance Coach-Call Center in Naperville, Illinois
The Project Performance Coach is responsible for assisting the Account Representatives in performing and modeling the desired behaviors, the techniques and knowledge learned during training to develop rapport and take care of our customers. The PPC reviews metrics and trends to help each representative meet Peak Performance goals. PPC's are expected to work Saturdays.
Functional knowledge of all systems, products and services
Ability to identify and isolate critical behavior that will improve performance
Thorough knowledge of training techniques and standards
Thorough knowledge of products and services
Thorough knowledge of compliance requirements
Advocate for representative success
Establish one-on-one motivational techniques to encourage continuous improvement
Strong interpersonal skills
Provide one on one coaching to all team members
Measure and track performance in response to coaching advice
- High School Diploma/GED
Related Work Experience:
2-3 Call Center experience
Teaching or coaching experience within an adult learning environment or general business environment.
Understanding of the industry, customer experience vision, products and systems are necessary.
Specific Skills& Knowledge:
Strong interpersonal skills.
Ability to teach and motivate a diverse group of people with varied backgrounds and capabilities.
Deliver improved performance and customer experiences through coaching techniques.
Working Conditions/Physical Requirements:
- Active Office Environment
Disclaimer: This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities.
Equal Opportunity Employer: All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification.
About Pivotal Home Solutions
Pivotal Home Solutions is part of the retail operations segment of Southern Company Gas, a wholly owned subsidiary of Southern Company (NYSE:SO). Pivotal Home Solutions was formed in 1992 to provide a suite of home protection products and services that offer homeowners additional financial stability regarding their energy service delivery, systems and appliances. The company offers a leasing service for natural gas appliances as well as a proprietary line of customizable home warranty plans that can be co-branded with utility and energy companies. The company serves customers in 17 states and holds approximately 1.2 million service contracts. For more information, visit http://www.YourHomeSolutions.com .
About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.5 million natural gas utility customers through its regulated distribution companies in seven states and more than 1 million retail customers through its companies that market natural gas and related home services. Other nonutility businesses include asset management for natural gas wholesale customers and ownership and operation of natural gas storage facilities. For more information, visit Southern Company Gas at southerncompanygas.com .
Job ID: 2016-5253
Company: Pivotal Home Solutions, a Nicor Gas affiliate
Job Locations: US - IL - Naperville
Type: Regular Full-Time
Posted Date: 10/6/2016