Supervisor, Customer Service

Job Summary/Purpose

The Supervisor, Customer Service is a dynamic leader with a proven track record leading a high performing team of representatives in a contact center environment. The role is responsible for the ongoing development of team members and fostering a culture of continuous improvement that drives best-in-class customer experience.

Job Duties/Responsibilities

• Promotes a fair, consistent, and positive work environment that continuously builds team member commitment and trust.
• Facilitates regularly scheduled one-on-one meetings, team huddles and performance reviews; skilled in tailoring feedback and delivering tough messages to improve individual performance.
• Drive and measure performance of service and collection teams to meet daily and monthly goals.
• Analyze and interpret data from different sources to find areas of opportunity where coaching can be provided.
• Foster an environment of continuous improvement by evaluating processes and procedures that improve operational effectiveness and efficiency.
• Manage change in a way that reduces the concern experienced by customers, remove roadblocks preventing front line team members from supporting our customers on the first call.
• Provide clear directions to team members to align team with organization strategies and initiatives.
• Identify top talent and conduct interviews for the Customer Support Organization.
• Able to independently resolve escalated or complex cases and effectively de-escalate customer calls.
• Model and demonstrate Company values.
• Rotate at the Walk in Centers as needed for coverage and universal skill building.
• Attend Pop Up events in the community as needed.

Minimum Requirements

• Requires a high school education or GED.
• Requires a minimum of 6 years of experience in a customer support setting, including 3 years in a leadership capacity.

Preferred Requirements

• Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results.
• Strong written and verbal communication skills to deliver quality interactions.
• Emotional intelligence and empathy skills needed to deliver desired outcomes.
• Strong knowledge of key functional areas including workforce management, performance management, process improvement, quality assurance, contact center technology, and reporting.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong leadership skills to effectively oversee, motivate, and inspire a team.
• Excellent communication abilities to interact with both team members, customers and clients.

Physical Requirements

• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

About Delta Utilities

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Delta Utilities is a $1.7 billion organization that represents 600,000 customers and is among the top 40 natural gas utilities in the United States.