Customer Care Supervisor

Segra•Kansas City, MO

6d•$64,050 - $72,000•Hybrid

About The Position

Segra is hiring a full-time Customer Care Supervisor for its Customer Solutions Center (CSC). The role is hybrid, requiring at least three days in the office and allowing remote work two days each week. The CSC operates 24/7/365. The supervisor supports CSC personnel in developing their strengths and building team cohesion so they can provide efficient first-call resolution for customers. The position 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. It serves as a second-level escalation point and works directly with upper management. The supervisor also defines, maintains, and enhances CSC policies and procedures, oversees KPI achievement and maintenance, develops skilled representatives, and collaborates with internal organizations to support customers and business needs. Segra owns and operates a fiber-optic infrastructure footprint and provides connectivity, cybersecurity, voice, cloud, and colocation solutions. The company says it has served customers for over 125 years and invests in the communities it serves through local hiring, team empowerment, and network upgrades.

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, or 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 through 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 CSC personnel in using their strengths and building team cohesion.
Help the team provide efficient first-call resolution to Segra customers.
Provide higher-tier support for repair and troubleshooting or resolution of voice services.
Provide tier I support for data and internet services.
Support moves, adds, changes, and disconnects.
Serve as a second-level escalation point and work directly with upper management.
Define, maintain, and enhance CSC 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 meet business needs.
Coach, train, motivate, and evaluate employees.