Western Electrical Contractors Association, Inc.

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Open Positions

Customer Service Call Center Supervisor - FT, Rancho Cordova, CA. Posted 6-5-24

Workforce Development Specialist - FT, Rancho Cordova, CA. Posted 5-28-24

Interested applicants for any open position should thoroughly review the position description and requirements below and then submit a resume and cover letter to HR@goweca.com. Please specify the position for which you are applying in your subject line.


 

 Western Electrical Contractors Association (WECA) is hiring a Customer Service Call Center Supervisor

WECA is a nonprofit organization serving merit shop electrical contractors, their employees and the industry suppliers that support them. In California, WECA offers federal and state-approved Commercial, Residential, and Low Voltage (Voice Data Video and Fire Life Safety) Electrical Apprenticeship programs, a state-approved Electrician Trainee program, certification exam preparation classes, and state-approved continuing education classes for journeyperson electricians and low voltage technicians. In Arizona, WECA offers a federal and state-approved Commercial Electrical Apprenticeship program and continuing education classes for Journeyperson electricians. In Utah, WECA offers a federal and state-approved Commercial Electrical Apprenticeship program. WECA additionally shares its expertise by producing curriculum products and publications for the industry.

Essential Functions:

·       Responsible for customer satisfaction and call center performance

·       Organizes and directs the day-to-day activities related to the operation of the Call Center. (Inbound and Outbound Calls)

·         Responsible for the supervision, managing, on-going training, coaching & guiding and motivating call center specialists (agents) that report to them in performing their duties.

·         Provides support, reports & resolves problems and complaints.

·         Monitors agents & call center performance, and analyzes reports.

·         Helps develop staff schedules and call volume projections to ensure adequate staffing levels.

·         Serves customers by answering calls and emails as needed

·         Maintain knowledge and understanding of all student training programs and member benefits, events and association benefits

·         Interacts with all departments to stay abreast of association activity , services and events.

·         Works Closely with the ET/CE Program Manager to keep up to date on changes within the program or process to ensure quality customer service.

·         Monitor and contribute to team revenue goals by completing orders for courses and customer satisfaction

·         Oversee the administration of WECA’s VOPI Phone System as it relates to Call Centers and Agents, including set-up and reporting.

Duties Performed:

1.    Oversees and directs the day-to-day activities of call center agents.

2.    Acts as a source of information and answers caller and agent’s questions.

3.    Develops clear expectations with staff tied to job descriptions and strategic plan

4.    Assigns tasks, follows up and gives instructions as necessary.

5.    Carries out supervision, coaching thru 2-way open dialogue, call monitoring, training, reviewing and ongoing performance evaluation of all agents to measurable goals and objectives.

6.    Answers call within the queue as needed

7.    Manage customer complaint escalations, follows up & resolves customer  complaint

8.    Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.

9.    Manage and develop training material and resources so agents are kept up to date on information.

10. Answering questions and gathering input from staff and providing guidance, listening  and feedback

11. Manages and maintains database by entering, verifying and quality checking information from calls

12. Improves quality results by recommending changes.

13. Updates job knowledge by participating in educational opportunities.

14. Devise ways to optimize procedures and keep staff motivated

15. Measure performance with key metrics such as call abandonment, service level  etc.

16. Assumes other duties as assigned by supervisor

17.  Routine contacts with immediate associates. Frequent contact and collaboration with employees in other departments for the exchange of information.

18. Answer inbound phone calls to assist clients with their needs.

19. Promotes the association’s education products and services.

20. Process client phone orders for classes via credit card or invoicing options.

21. Responds to client needs and inquiries courteously and within a timely manner (ASAP, but within 24 hours) and strives for an outstanding client satisfaction rating.

22. Documents client requests and/or inquiries and escalates based on need.

23. Coach and Train Staff on Consultative Relationship Process.

Knowledge, Skill and Experience Requirements:

·         Associates or Bachelor's degree in Business Administration or related field and/or

·         Ten years proven customer service experience with at least five years’ experience in a supervisory role leading teams (Call Center environment preferred).

·         Ability to set a friendly, professional and positive image for the Association.

·         Excellent communication, leadership and interpersonal skills.

·         Experience in Consultative Relationship Selling Skills

·         Excellent Listening and Verbal Communication Skills

·         Proven experience in Customer Service, Phone Skills, Listening, Verbal Communication

·         Organizational and Data Entry Skills

Salary and Benefits

Full Time Position $28.00 - $31.00 per hour

Benefits including:

·         Health insurance

·         401(k) matching

·         Dental insurance

·         Vision insurance

·         Flexible spending account

·         Life insurance

·         Paid time off

To Apply:

Please submit a resume and cover letter to HR@goweca.com. Please specify the position for which you are applying in your subject line.


 

Western Electrical Contractors Association (WECA) is hiring a Workforce Development Specialist

WECA is a nonprofit organization serving merit shop electrical contractors, their employees and the industry suppliers that support them. In California, WECA offers federal and state-approved Commercial, Residential, and Low Voltage (Voice Data Video and Fire Life Safety) Electrical Apprenticeship programs, a state-approved Electrician Trainee program, certification exam preparation classes, and state-approved continuing education classes for journeyperson electricians and low voltage technicians. In Arizona, WECA offers a federal and state-approved Commercial Electrical Apprenticeship program and continuing education classes for Journeyperson electricians. In Utah, WECA offers a federal and state-approved Commercial Electrical Apprenticeship program. WECA additionally shares its expertise by producing curriculum products and publications for the industry.

Job Summary:The Workforce Development Specialist (WDS) manages the dispatch process for enrolled apprentices, as well as new recruits. The WDS communicates regularly with member contractors to assess their needs and fill requests promptly.   

The WDS works with the Workforce Development Manager to facilitate the apprenticeship registration process including, but not limited to sourcing applicants, identifying whether or not minimum qualifications are met, scheduling and proctoring basic skills, aptitude and physical tests, scheduling interviews, and conducting new-hire orientations as needed. 

Essential Functions:

WORKFORCE MANAGEMENT and CUSTOMER SERVICE

  1.             Understands Rules and Regulations, and Standards for all programs.
  2.             Coordinates Student Dispatch with Contractors.
  3.             Manages Public Works Compliance Forms related to Apprentice Employment.
  4.             Prepares Student Dispatch Sheets for change in status or employers.
  5.             Composes letters as necessary.
  6.             Confirms Students participation before dispatching and addresses any discrepancies.
  7.             Works with other Staff Members on disciplinary preventative measures.
  8.             Assists with Wage Calculations.
  9.             Serves as part of the overall Apprenticeship Team and assists with various projects and customer service as required.
  10.             Process and follow up on Apprentice Leave of Absences
  11.             Responds to client needs and inquiries with in a courteous and timely manner (ASAP, but within 24 business hours).

Training and Education

  1.             Provides guidance, assistance, and training on all aspects of the dispatch and selection process.
  2.             Serves as a resource and provides training on the application and intake process.
  3.             Works in a collaborative manner with contractors and other agencies on matters pertaining to workforce needs and recruitment.
  4.             Assists Members and Students with a wide range of employment questions using knowledge and skills gained during employment.

RECRUITMENT

  1.             Provides feedback on recruitment and selection processes and practices.
  2.             Provides information regarding program minimum requirements and benefits to prospective students via phone calls, emails and direct mail.
  3.             Works with others across the organization, external contacts of significance, and members of WECA. i.e., BIA, Job Corp, Schools, etc.
  4.             Will work closely with the Workforce Development Manager to assist with the recruiting of qualified applicants for WECA’s Training Programs in  accordance with state and federal regulations and company policies and procedures, consistent with the highest ethical standards.
  5.                   This position will coordinate testing and interviewing activities in all locations and conduct follow-up with interviewees and applicants.
  6.                   Participate in job fairs, outreach events, and other special events to explain programs to potential students and contractor members as needed.

 

Knowledge, Skill and Experience:

  1.             Must have effective communication and interpersonal skills as well as those needed for conducting needs assessment, providing input on candidate selection and problem solving in group or one-on-one situations.
  2.             Ability to interact effectively as either a leader or as a member of a team and work collaboratively with other departments. Ability to listen to customers (e.g., apprentices, contractors, staff, etc.) and to understand and respond positively to their requests.
  3.           High comfort level working in a diverse environment.
  4.           Ability to adapt to changing assignments and multiple priorities.
  5.          Ability to manage multiple tasks and successfully meet deadlines.
  6.          Ability to set a professional and positive image for the Association.
  7.          Able to conduct complex analyses and develop recommendations.
  8.          Proficient in Microsoft Office (Word, Excel, Outlook, and Sharepoint) 
  9.          Organizational and Data Entry Skills
  10.          Self-Motivated Team Player
  11.          This position requires local travel
  12.          This position requires use of personal vehicle.  Expenses associated with business travel are reimbursed.
  13.          Must have normal automobile insurability and valid driver’s license.  Normal insurability is defined as the ability to secure insurance coverage without high-risk premium or cancellation.
  14.          Prior experience in / knowledge of the electrical and/or apprenticeship field a   field a plus.
  15.          Knowledge of the recruitment, screening, interviewing and referral processes as well as knowledge of employment law a plus.
  16.          Participates in any assigned Training
  17.          Punctuality and Attendance a necessity
  18.          Must possess a high level of accuracy
  19.          Ability to work flexible hours between 7 a.m. and 6 p.m. when necessary
  20.          Bachelor’s degree preferred

Salary and Benefits:

Full Time position -  $23.00 to $27.00 per hour

·         Benefits including:

·         Health insurance

·         401(k) matching

·         Dental insurance

·         Vision insurance

·         Flexible spending account

·         Life insurance

·         Paid time off

To Apply:

Please submit a resume and cover letter to HR@goweca.com. Please specify the position for which you are applying in your subject line.