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Customer Experience Supervisor

Job Title
Customer Experience Supervisor
Position ID
27648011
Location
The Woodlands,  TX 77380
Other Location
Description
JOB DESCRIPTION SUMMARY
The New Energies group in Shell is focused on leading in the energy transition towards a low-carbon future through power / electrification, supporting our aim to power progress together through more and cleaner energy solutions.  MP2 is an integral part of Shell’s global New Energy organization and with a mission to guide customers toward a better energy future, by enabling customer choice and by providing market-leading energy solutions.  

The Customer Experience Supervisor will report to the Sr. Manager, Customer Engagement, and is a key position on the MP2 Energy management team.  This position has responsibility for oversight and leadership direction for the Customer Experience Representative team.  This team manages customer care and inbound sales queries for MP2 Energy residential customers.  This position will oversee workflow management, escalations, reporting and team development needs.  This position also liaisons with Operations, QA, Training and all responsive teams to create a positive experience.

JOB DUTIES & RESPONSIBILITIES
Responsible for hiring, training, and preparing customer experience representatives to respond to customer inquiries and complaints; trouble shooting issues with services and products.
Ensure agents understand and comply with all care center objectives, performance standards and policies.
Answer agent inquiries regarding best practices and difficult calls.
Identify, analyze, and take action on operational issues and suggest possible solutions.
Monitor and evaluate agent performance, provide learning and coaching opportunities, and take corrective action, if necessary.
Prepare reports and analyze data to assist management in determining call center goals.
Analyze and troubleshoot customer questions and concerns including working with other departments to ensure the best customer service interaction possible.

ESSENTIAL SKILLS AND EXPERIENCE
Strong interpersonal, analytical and time management skills
Exceptional verbal and written communication skills
Ability to multi-task, problem solve and articulate thoughts and concepts well
Ability to coach, train, motivate and evaluate performance
Strong customer service and leadership skills
Experience in MS Office Suites and MS Excel 

PREFERRED SKILLS
Experience in Energy specific industry 
Experience in Call Center, Customer Service or previous supervisory experience preferred
Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC and/or TDSP/TDU standards 
Knowledge in P2C and/or Excelergy (RevenueManager) billing platforms
Knowledge of company products, services and policies

QUALIFICATIONS AND EDUCATION REQUIREMENTS
High School Diploma or Equivalent Degree Required

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.