Supervisor, Customer Care

Cox Enterprises • Carmel, IN

5d • $67,100 - $100,700 • Remote

About The Position

The Supervisor, Customer Care provides leadership and oversight for the Customer Care function. The role develops and maintains customer contact channel touch points, emphasizing understanding the customer’s point of view and improving customer satisfaction. It defines and implements customer contact engagement strategy, performance objectives, and cost optimization. The supervisor oversees customer engagement and issue resolution, ensuring issues are addressed professionally, quickly, and sustainably, while partnering with customers to help maintain preventive maintenance (PM) programs and Department of Transportation (DOT) compliance at a best-in-class standard.

The position supervises Customer Care team members in a call center environment, provides timely and effective support to customers and end users, resolves complex customer and staff issues, and maintains team quality standards. It monitors performance, supports employee development, listens to live or recorded calls, and ensures schedule adherence. The role also engages directly with customers, serves as an escalation point for technical and process issues, identifies department-wide improvements, and manages assigned team projects.

Requirements

• High school diploma or GED and 5 years of experience in a related field; alternatively, a bachelor’s degree in a related discipline and 3 years of related experience, a master’s degree and 1 year of experience, or a Ph.D. and up to 1 year of experience.
• Analytical thinking, including identifying root causes, evaluating alternatives, and applying analytical techniques and tools.
• Business acumen, including understanding business functions, economic and industry trends, and their implications for organizational results.
• Business process management skills, including understanding workflows, identifying process bottlenecks, and recommending and evaluating process improvements.
• Customer focus, including gathering information about customer needs, prioritizing customer experience, and following up on service outcomes.
• Ability to manage multiple priorities and use involvement and persuasion to gain agreement and commitment to work outcomes.

Nice To Haves

• A degree in a related discipline is strongly desired.
• Experience in the industry is desired.
• Accuracy and attention to detail, including checking work and using tools such as checklists to reduce errors.
• Business process management skills, including evaluating workflows and recommending process improvements.
• Customer focus, including understanding customer needs and tracking customer experience.
• Knowledge of internal controls, audits, compliance, and procedures for safeguarding company assets and records.
• Technology savvy, including using and exploring technology to improve work processes and results.

Responsibilities

• Supervises Customer Care team members in a call center environment.
• Ensures the team provides timely and effective customer and end-user support.
• Resolves staff inquiries and complex customer issues.
• Maintains quality standards for Customer Care staff.
• Identifies department-wide improvement opportunities and communicates with management to effect change.
• Engages directly with customers to understand issues, ensure effective resolution, and identify opportunities to improve Cox products, features, and services.
• Acts as the escalation point for team technical and process issues and oversees ongoing problem resolution.
• Monitors team performance and supports on-the-job and formal development.
• Listens to live or recorded calls to assess team member performance in real time.
• Ensures and reports on schedule adherence, including breaks, lunches, and shift-end.
• Manages assigned team projects.

Benefits

• Flexible paid vacation, subject to duties and company needs.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually for the employee or family members.
• Bereavement leave.
• Time off to vote.
• Jury duty leave.
• Volunteer time off.
• Military leave.
• Parental leave.
• Eligible employees may be offered medical, dental, and vision insurance.
• Eligible employees may be offered a 401(k) retirement plan.
• Paid days off, including sick leave, parental leave, flexible vacation or wellness days, and/or PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED