Supervisor, Customer Service

About the Role

The Supervisor of Customer Service reports to the Manager, Customer Experience. This role is responsible for conceiving, planning, developing, and implementing policies and procedures pertaining to service and billing inquiries and communications with customers to ensure the highest level of customer satisfaction and first call resolution. The Supervisor advises management on matters relating to service and billing, oversees the resolution of concerns and escalations, and is responsible for training and developing staff to ensure quality service delivery.

This position sets the vision, direction, and culture of the Customer Service team by managing individual and team performance expectations and goals, providing coaching and feedback, maintaining a focus on improving customer satisfaction, monitoring real-time service levels and schedule adherence, and serving as a leader and point-of-contact for escalated calls.

Responsibilities

• Directs the activities of staff personnel, schedules, assigns, and monitors workflow to ensure optimum delivery of service in a timely, efficient, and courteous manner.
• Establishes and maintains work standards for quality and quantity of work with an emphasis on excellent customer service and reduced complaints; develops and recommends improvements to workflow, internal procedures, or forms design and usage.
• Staffs properly using the call center software system to ensure the department meets established key performance indicators, including call answer speed, call handling time, and abandonment rate.
• Troubleshoots system problems; assists IT in the implementation of recovery plans in the event of system failure.
• Oversees the complaint escalation procedure, assigns or handles customer escalations when customer requests supervisory review or those made in writing.
• Works closely with Customer Advocates to ensure timely response to Consumer Counsel complaints.
• Reviews and approves leak adjustments over $250 and third-party refunds.
• Maintains familiarity and compliance with applicable rules and regulations, including state and local statutes and company regulations and policy.
• Ensures processes focus on resolving customer inquiries and complaints on the first contact; identifies and implements opportunities for improving service delivery.
• Works closely with management to ensure surcharges, rate changes, and other rate adjustments are accurate.
• Develops and implements appropriate staff training for monthly workshops, technical skills enhancement, and customer relations skills.
• Acts as a backup resource for Everbridge management and provides last-level support during after-hours incidents, outages, and emergency events.
• Administers salary reviews, performance appraisals, counsels employees on disciplinary matters, and coaches representatives on customer relations skills.
• Improves customer service quality, productivity, and profitability by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Identifies customer service trends; determines system improvements; implements change.
• Works with internal service providers and internal customers to improve customer service and productivity.
• Participates in community affairs and industry associations as appropriate.
• Handles other duties as assigned.

Requirements

• Bachelor’s degree is required.
• Minimum five years of supervisory experience strongly preferred.
• In-depth understanding of Contact Center operations, CRM, and SAP systems.
• Recognized subject matter expert in Customer Service processes.
• Strong proficiency in PC operations and Microsoft Office applications.
• Demonstrated experience in documenting Customer Service processes and procedures.
• Excellent verbal and written communication skills.
• Ability to communicate clearly and effectively, both verbally and in writing, with internal and external customers.
• Outstanding interpersonal and customer relations skills.
• Proficiency in PC skills in a Windows environment, including basic troubleshooting of computer problems affecting team productivity.
• Comprehensive understanding of inter-relations among all service-related departments (field service, collections, billing, etc.).
• Problem-solving ability for recurring or variable situations, including customer billing or service issues, interpretation of state and regulatory compliance issues, and system breakdowns.
• Ability to make sound decisions based on previous experience, data, knowledge of company rules and regulations, and company goals and values pertaining to customer service delivery.

Pay

This exempt position has a starting salary range of $80,000.

Schedule

• Hours: 8:30 AM to 5:00 PM, Monday through Friday.
• After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote). However, based on business needs—such as training, testing, or project work—the employee may be required to work on-site for specific periods. Any such adjustments will be communicated in advance.

This role reports out of the Monroe, CT office.