Associate Director of Customer Support Center

Who is Michaels Energy?

Michaels Energy is a veteran-owned energy consulting firm that exists to help businesses minimize waste and maximize value. Our energy and engineering gurus are obsessed with optimizing buildings and processes to maximize energy savings and profits, minimize utility grid stress and carbon footprints, and keep this big, beautiful planet in tip-top shape. Our passion is developing long-term client relationships with energy users, utilities, consultants, and partners. This passion combined with our core values of proactive and responsive service, intuitive analysis, collaborative partnerships, and fanatical execution, forms the foundation of our corporate culture.

We’re proud to share that Michaels Energy is one of Inc’s Best Workplaces of 2024. This award is given to workplaces that foster an environment where employees willingly go above and beyond in their work, advocate for the organization, and intend to stay into the future.

What is the role?

Michaels Energy is seeking an experienced customer service leader who can lead a dynamic call center environment. The Associate Director of the Customer Support Center (CSC) position is responsible for the management and proficiency of the department. This includes managing the operations of customer rebate processing, phone services, data entry, and light administrative work for all campaigns supported by the CSC while ensuring Michaels provides exceptional customer service. This role is a department head and is responsible for the performance of the department, meeting goals and objectives set forth by the company, and establishing fundamental processes and expectations for the department.  We are looking for someone who will live company values, represent the department in client, and ensure the team has the tools and training to support their work.

Customer Service and Communication support

• Override barriers to success in the systems being used by the CSC staff (e.g., exceptions on EAs that will not allow the rebate processor to set the rebate to a status of Ready for Rebate).
• Answer questions from the rebate processors and the client regarding processing and/or customer questions/issues/concerns
• Business development and proposal support
• Review backlog reports and pass out claim forms and/or assignments as necessary to help improve aging dates and turnaround times
• Coordinate any record/data fixes and the voiding or creation of payments to go along with the fix
• Establish and manage appropriate escalation processes.
• Monitor and ensure timely response to incoming emails to Client’s Energy Efficiency mailboxes

Quality Control

• Audit 10% of the rebates and incentives that will be submitted for payment approvals and then make the payment approvals
• Monitor and review calls with the rebate processors monthly
• Review manual form uploads for Clients when they need them
• Review and update department processes to reflect current needs and continuous improvement efforts

Reporting

• Batch and send rebates and incentives ready for payment to the utility or established incentive payment company as required by program rules. Provide internal and external reports on the incentive payment activity.
• Update and deliver required client reports and data requests
• Provide ongoing client reports, per the clients' specifications on key performance indicators and metrics. Including but not limited to: email and call stats, rebate volume, progress to goal, and other daily requirements as defined by the program or campaign needs.
• Support Product Managers and department managers with the data and progress provided by the CSC in support of programs.

Staff Management

• Review and approve employee timesheets
• Coaching and reviewing the rebate entry process with each rebate processor
• Manages CSC staff and scheduling to support client contracts.
• Create SOPs as needed for new, existing, and changing processes
• Establish and coordinate professional development plans for staff members.
• Hold monthly one-on-one meetings with staff
• Aligns team and employee goals, initiatives and tasks with corporate strategy and client needs
• Provide annual employee reviews and set annual goals.  Provide ongoing tracking and feedback on employee performance and goal achievement.

General Office Management

• Coordinate keys, access and responsibilities for opening and closing the office.
• Manage and order supplies
• Assist with computer or phone-related issues or troubleshooting for IT staff
• Advise corporate of facility issues or needs.

Work In-take and Resource Management

• Work with Product Managers to understand campaign or program work required
• Define the tools and information required for the CSC to be successful deploying the program and/or campaign
• Create processes, metrics, and expectations for staff.
• Assign and train staff on program/campaign parameters.
• Manage to budget provided for services.

How do you contribute?

After 3 months, you will have….

• Understanding of Michaels Energy contracts and client accounts
• Understanding systems of the customer support center
• Understanding of the role that the CSC fits within the organization

After 6 months, you will have….

• Engage in continuous improvement activities
• Defined workload and scheduling for the team
• Driving corporate strategy into the department

What are we looking for?

• Bachelor’s Degree in Business or related field
• Seven years of experience in a call center, customer service environment
• Minimum of three years of experience in a direct supervisor role
• Proven track record of leading teams
• Energy Efficiency industry preferred
• Proficient in MS Office Suite
• Ability to travel up to 10 %

Where can you work?

• In office
• Cedar Rapids, IA

Why work for Michaels Energy?

The top reasons Michaels Energy is an awesome place to work, besides helping the world save energy.

• We Never Stop Learning
• Flexible Work Hours
• Collaborative
• Career Development
• Beer Fridays
• Fresh Fruit Daily
• Wellness Rewards
• Fun Company Outings

Michaels Energy Diversity Statement

We strive to build and nurture a culture that is inclusive and welcoming for all employees. We know diversity and inclusion are essential to innovation, a strong work environment and exceptional results. This fits in well with our culture that celebrates the unique, the different, and the individual. For us, this is who are and what we do, not just words in a policy.