Service Intake Supervisor

Superior Plus Energy Services•Rochester, NY

36d•$59,000 - $65,000

About The Position

The Service Intake Supervisor is responsible for overseeing the Service Intake team and ensuring efficient handling of service requests, emergency calls, and customer inquiries. This role combines leadership responsibilities with operational oversight to maintain high service standards, compliance, and customer satisfaction. The Supervisor will coach and develop team members, monitor performance, and collaborate with internal teams to optimize processes and achieve organizational goals. Why join us: Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do. Competitive Compensation: We offer highly competitive compensation and a total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly. Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively. Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends. Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being. Opportunity: A continuous focus on professional development with many opportunities for training & career growth. Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

Requirements

Bachelor's degree or 5+ years of experience in call center management required.
Minimum 3-5 years in a contact center or customer service environment, with at least 2 years in a supervisory role.
Experience managing teams in high-volume, fast-paced settings.
Strong leadership and coaching abilities.
Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.
Ability to multitask and remain calm under pressure, especially during peak hours or emergencies.
Proficiency with CRM systems, phone systems, and related technologies.
Flexibility to work between 7 AM-8 PM, including weekends.
Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Responsibilities

Supervise and support Service Intake Representatives to meet performance goals and SLAs.
Provide coaching, feedback, and mentoring to ensure consistent quality and professionalism.
Lead team meetings, communicate expectations, and foster a positive, cooperative work environment.
Handle escalated calls and complex issues that cannot be resolved by representatives.
Recognize and reward excellent team performance
Ensure proper handling and escalation of emergency and serious incident calls according to protocol.
Monitor adherence to company policies during critical situations.
Oversee accurate and timely processing of service requests via phone, email, or digital platforms.
Ensure essential details (customer info, service type, urgency, compliance requirements) are captured correctly.
Maintain clear communication with customers regarding next steps, timelines, and expectations.
Review and approve service work orders for accuracy and completeness.
Confirm priority levels align with customer needs and company guidelines.
Maintain thorough records for audit and compliance purposes.
Collaborate with Service Coordinators for scheduling and dispatch of technicians.
Monitor intake queues and escalate urgent requests promptly.
Oversee appointment confirmations and rescheduling processes.
Analyze call center and intake metrics to identify trends and improve processes.
Prepare reports to ensure resources are properly allocated and service goals are met.
Develop and maintain standards, procedures, and documentation to support quality and efficiency.
Ensure adherence to customer experience protocols and SLAs.
Maintain compliance with internal and external regulatory requirements.
Ability to cross-train in customer service functions and assist as needed.

Benefits

Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer highly competitive compensation and a total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

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