About the Job

Nexant is currently seeking a Survey Satisfaction Supervisor in our Salt Lake City, UT office to support our survey team, reporting to the Customer Service Manager. The supervisor role is responsible for operations of the survey team by providing: ongoing coaching, guidance, and feed back to staff while developing and monitoring performance expectations.

 

Successful candidates must be reliable and punctual, have excellent oral and written skills, demonstrate initiative and follow through, and ability to work with multiple staff on numerous tasks.

Duties and Responsibilities

·       Ensure production hours, calls, and goals are achieved each day

·       Provide daily leadership and coaching to representative performance

·       Engage in team building activities to assure representatives understand, embrace, and achieve key performance indicators

·       Monitor and coach on production effectiveness

·       Assist with programing and testing surveys in Qualtrics and WinCati

·       Adaptable to change, projects are constantly changing

·       Project management and account management of campaigns

·       Client facing communications

·       Handle escalated calls and inquires

·       Expected to part of the phone ques

·       Oversee quality metrics for supported programs

·       Performance manage, and implement performance improvement plans, as needed

·       Assisting with mixed mode survey techniques (bulk email send, bulk mailing, etc.)

·       Ensure incentives for survey campaigns are paid appropriately

·       Create and review batch documents for selected campaigns

·        Other duties as assigned.  

Qualifications

• Bachelor’s degree preferred, but not required
• One or more years outbound calling experience
• One or more years coaching/supervisory experience
• Mixed mode survey experience a plus
• Knowledge of Qualtrics and WinCati is a plus
• Knowledge of KPI metrics
• Excellent communication (written & verbal) and interpersonal skills with all level of customers, clients, and company employees
• Exceptional customer service skills
• Must be willing to submit and pass a drug screen and background check.

 

Salary and Benefits (U.S.)

Nexant offers competitive salaries based on candidate's qualifications. Nexant also offers three weeks paid vacation per year, eleven paid holidays per year, a 401(k) plan with employee matching funds and an overall comprehensive benefits package.

 

About Nexant

Nexant is a globally recognized software, consulting and services leader that provides innovative solutions to utilities, energy enterprises, chemical companies and government entities worldwide. Founded in 2000 and headquartered in San Francisco, Nexant and its 500+ employees work from 32 global offices providing deep technical expertise and regional knowledge to improve customer engagement, boost operational efficiency, reduce costs and achieve superior business results.

Nexant supports clients through four distinct business units:

• Nexant Energy Software has developed and commercialized a number of industry-leading software platforms and applications, including Nexant iEnergy®, Nexant Grid360™, and Nexant iHedge®
• Nexant Utility Services works with clients to drive customer energy savings, ensure cost-effective program design, implementation and management, and promote customer engagement
• Nexant Energy & Chemicals Advisory provides strategic planning, project development, competitor analysis, market and price forecasting, and NexantThinking™, a subscription program and online product portal .
• Nexant Government Services assists developing countries with energy sector policies, infrastructure, financing, and access to affordable electricity.

 

Every day, Nexant employees partner with customers to reimagine the world we live in and create a more sustainable energy tomorrow.

 

Nexant, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.