Job Description

We’re looking for a strategic and member-focused Contact Center Manager to lead our service team in delivering exceptional support to the people who matter most, our members. As part of a cooperative, we’re not just serving members, we’re building relationships with our community. In this role, you’ll guide day-to-day operations while driving initiatives that improve the member experience, strengthen team collaboration, and align service delivery with our cooperative values. If you’re a thoughtful leader who believes in putting people first and can balance operational excellence with strategic vision, we’d love to connect with you.

Location:

Work for this position can be performed both on-site at our campus located at 14601 Ramsey Blvd, Ramsey, MN 55303, and from your local home office up to one day per week. While this position is designated as a hybrid role, based on current policy, hires must reside in or relocate within commuting distance to our office in Ramsey, MN.

Compensation:

The expected hiring range is between $98,600 - $129,465 annually. The final compensation offered is based on the selected candidate's qualifications, experience and skill level. In addition, this position is eligible for an annual bonus with a target payout of 12% based on company performance. 

In this position, you will: 

• Research, analyze data, develop, and implement initiatives or changes to engage members, increase satisfaction and/or achieve continuous improvement goals.
• Act as member advocate for change, research, recommend, develop and implement proactive service models and technology to ensure company operations meet current and evolving member needs 
• Develop and manage overall departmental budgets and strategic initiatives.
• Ensure training, processes, policies and procedures are developed, delivered, maintained and reported on. Follow business rules and regulations, including State and Federal laws. 
• Assist supervisors with addressing and documenting performance issues, managing conflict, providing ongoing coaching, and handling escalated member issues.
• Assist with escalated requests from the AGO/PUC/BBB.
• Work with staff and other departments to effectively manage subpoena and fraud issues as necessary. 

  Need to have:

• Bachelor’s degree in marketing, business administration or related field
• Three or more years supervisory or management experience
• Five or more years of progressive experience in Customer Care Operations and utilizing customer feedback tools and metric to improve corporate performance 
• Five or more years of experience with Contact Center technology (ACD, IVR, CTI Chat, or related systems) including customer information systems (CIS)
• Experience and/or demonstrated knowledge in leading/managing projects

Nice to have :

• Five or more years of progressive experience in Customer Care Operations in a utility environment

Pre-Employment Requirement:   Employment is contingent upon successfully completing a pre-employment background check and drug screen 

Based in Ramsey, Connexus Energy is Minnesota’s largest electric cooperative, providing electricity, renewable energy alternatives and related services to 147,000+ residential and commercial members just north of the Twin Cities. We offer a collaborative work environment with challenging and rewarding work, which provides for professional development and work-life balance in a highly technical, stable and innovative industry. We give back to the communities we have served for more than 80 years by embracing opportunities to volunteer, donate and support economic development. Our talented and friendly staff focuses on achieving our mission of powering our members and communities toward a smarter energy future with a passionate focus on affordability, innovation, safety, and grid reliability.

Connexus Energy’s benefits package includes medical/dental/vision insurance, health savings account, flexible spending accounts, 401(k) plan with generous company matching and non-matching contributions and independent investment advisory services, accrued PTO, holiday pay, tuition reimbursement, recognition program, employee referral program, and employee activities. Company paid life insurance, short-term disability, and long-term disability is also provided.

Equal Opportunity Employer:   

All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.

Compensation details: 98600-129465 Yearly Salary

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