Customer Care Supervisor

Segra•Kansas City, MO

5d•Hybrid

About The Position

Segra is seeking a full-time Customer Care Supervisor for its Customer Solutions Center (CSC). This hybrid role requires at least three days per week in the office, with the option to work remotely two days per week. The 24/7/365 CSC Supervisor supports CSC personnel by developing their strengths and building team cohesion, with the goal of providing efficient first-call resolution for customers. The role 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 Supervisor serves as a second-level escalation point and works directly with upper management. The position defines, maintains, and enhances CSC policies and procedures. It oversees the achievement and maintenance of key performance indicators, develops a skilled team of representatives, and collaborates with internal organizations to serve customers and business needs. Segra provides connectivity, cybersecurity, voice, cloud, and colocation solutions over its fiber-optic infrastructure. The company states that it serves more than 30,000 connected customer locations and has provided customer-focused solutions for over 125 years.

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 with internal and external customers.
Strong work ethic in supporting customer needs, with responsiveness and consistency.
Ability to coach, train, motivate, and evaluate employees.
Analytical, efficient, and thorough approach.
Proficiency with technology, especially 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

Support Customer Solutions Center personnel, develop their strengths, and build team cohesion.
Help the team provide efficient first-call resolution for customers.
Provide higher-tier support for repair and troubleshooting or resolution of voice services, tier I support for data and internet services, and 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 key performance indicators.
Develop a team of skilled representatives.
Collaborate with internal organizations to serve customers and meet business needs.
Coach, train, motivate, and evaluate employees.
Work overtime as needed.