Customer Care Supervisor

Segra•Kansas City, MO

1d•$64,050 - $72,000•Hybrid

About The Position

Segra is seeking a full-time Customer Care Supervisor for its Customer Solutions Center (CSC). The role provides direct support to CSC personnel, helps employees use their strengths and build team cohesion, and supports efficient first-call resolution for customers. The supervisor provides higher-tier support for repair and troubleshooting or resolution of voice services, tier I support for data and internet services, and support for moves, adds, changes, and disconnects. The position serves as a second-level escalation point and works directly with upper management. It also defines, maintains, and enhances CSC policies and procedures. The supervisor oversees the achievement and maintenance of KPIs, develops a skilled team of representatives, and collaborates with internal organizations to serve customers and business needs. The role is hybrid, requiring at least three days per week in the office and allowing remote work two days per week. Overtime may be needed.

Requirements

At least 5 years of prior contact center or call center experience.
At least 3 years of supervisory experience.
At least 5 years of customer service experience.
An associate degree in a technology field, at least 5 years of professional-level experience, or an equivalent combination of education and professional-level experience.
Flexibility to work overtime as needed.
Persuasive communication skills with internal and external customers.
A strong work ethic, responsiveness, and consistency in supporting customer needs.
Ability to coach, train, motivate, and evaluate employees.
Analytical, efficient, and thorough work habits.
Technology proficiency, particularly with computers, software, applications, and phone systems.
Proficiency with Microsoft Office Suite.

Nice To Haves

At least 3 years of technical experience in any area.

Responsibilities

Provide direct support to Customer Solutions Center personnel and help build team cohesion.
Support efficient first-call resolution for Segra customers.
Provide higher-tier support for repair and troubleshooting or resolution of voice services.
Provide tier I support for data and internet services, and support moves, adds, changes, and disconnects.
Serve as a second-level escalation point and work directly with upper management.
Define, maintain, and enhance Customer Solutions Center policies and procedures.
Oversee the achievement and maintenance of KPIs.
Develop a team of skilled representatives.
Collaborate with internal organizations to better serve customers and business needs.
Coach, train, motivate, and evaluate employees.