Customer Experience Coach: Elevate Service Quality

Spire; St. Louis (MO); On-site; USD 70,000 - 100,000; Full time

Job summary

Spire Inc. is seeking a Coach, Customer Experience to lead and develop the Saint Louis contact center team, delivering consistent coaching and an effortless customer experience.

The role requires a Bachelor's degree or equivalent, facilitator certification preferred, and at least 3 years of supervisory or leadership experience, with a focus on quality and service improvements. Responsibilities include setting performance objectives, partnering with QA & Training, and guiding cross-functional

Qualifications

• Bachelor's Degree or equivalent work experience required.
• Facilitator certification with one of the leading Customer Service Skills Companies preferred.
• 3 years' experience supervising or leading others.

Responsibilities

• Manages and coordinates the daily activities of contact center agents to ensure high level of quality and productivity standards are met
• Takes ownership and provides personalized coaching solutions to ensure team members deliver an effortless customer experience
• Sets employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performance
• Collaborates with Quality Assurance & Training team to ensure consistent coaching and delivery of exceptional customer service
• Oversees complex customer service issues that require leadership review
• Manages staffing levels and performance to ensure corporate objectives are met
• Serves as Customer Service lead on enterprise-wide projects
• Analyzes ongoing processes and recommends solutions to improve overall customer experience
• Executes appropriate decisions guided by policies, procedures and overall business plan

Skills

Supervisory experience

Education

Bachelor's Degree or equivalent

Facilitator certification

Job description

Spire Inc. is seeking a Coach, Customer Experience to lead and develop the Saint Louis contact center team, delivering consistent coaching and an effortless customer experience.

The role requires a Bachelor's degree or equivalent, facilitator certification preferred, and at least 3 years of supervisory or leadership experience, with a focus on quality and service improvements. Responsibilities include setting performance objectives, partnering with QA & Training, and guiding cross-functional