Call Center Supervisor

RISE GROUP INC•Cranston, RI

7d•$65,000 - $75,000•Onsite

About The Position

The Call Center Supervisor leads and manages the daily operations of the customer service and scheduling team supporting residential and multifamily services in Massachusetts and Rhode Island. The role focuses on maintaining service quality and customer satisfaction, meeting performance goals, fostering a collaborative team, and improving processes. The position is based in the Cranston, Rhode Island office and is described as a full-time, 40-hour role, typically Monday through Friday, 8:00 AM to 5:00 PM. The posting also states that days and hours may vary and that no travel is required, while noting that travel to job sites in Massachusetts or Rhode Island may be needed if necessary. The role requires working in a professional office environment and routinely using standard office equipment. Work is frequently sedentary, with occasional standing, and involves answering phones throughout the day and prolonged use of computerized devices. Compensation is listed as $65,000 to $75,000. Benefits include health, dental, and vision coverage; paid time off and holidays; an employer-matching 401(k); an employer-paid employee stock ownership plan; employer-paid life and AD&D insurance; access to short- and long-term disability insurance; and tuition reimbursement.

Requirements

Associate’s degree, or an equivalent combination of education and relevant work experience.
Proficiency with databases and Windows-based computer applications, including Microsoft Word and Excel.
Strong organizational skills and attention to detail.
Ability to manage workload with minimal supervision.
Problem-solving ability and capacity to work through issues quickly and effectively.
Excellent communication and interpersonal skills.
Ability to prioritize workflow based on department and company goals.
Ability and comfort working in a team environment.
Ability to pass criminal background and drug screening tests.
Ability to lift up to 20 pounds.
Ability to use a variety of computerized devices for prolonged periods.
Ability to answer phones throughout the day.
Ability to stand, walk, and sit; clarity of vision under 20 inches; ability to adjust the eye to bring objects into sharp focus; and ability to identify and distinguish colors.

Nice To Haves

Experience with CRM or scheduling systems such as Salesforce or a comparable platform.

Responsibilities

Lead and supervise the call center team to meet customer service standards and KPIs.
Monitor staff performance and provide coaching and feedback.
Manage daily operations, including scheduling and resource allocation.
Resolve escalated customer complaints professionally.
Collaborate with management on hiring, training, and performance evaluations.
Report call metrics to management, including answer rate and call type, and identify efficiencies.
Ensure adherence to call scripts, compliance requirements, and program guidelines, including RI Energy and Mass Save.
Cross-train with Residential staff on offered products, including HVAC services and non-program offerings.
Identify and implement process improvements to enhance productivity, reduce errors, and improve customer experience.
Assist in developing and updating training materials, SOPs, and call center protocols.
Oversee intake and scheduling for single-unit owners in multifamily properties.
Determine the best service path for individual condo unit owners.
Work with the rebate processing vendor, Heat loan vendor, and PA representative to address customer concerns and resolutions.