Supervisor, Customer Service

Nexus Water Group • Sugar Land, TX

4d • Onsite

About The Position

Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving. This position will serve as the primary contact for problem resolution and information gathering regarding customer inquiries.

Requirements

• Extensive customer service experience
• Conflict resolution skills
• Ability to mentor, coach and develop staff
• High degree of analytical skills
• Strong oral and written communication skills
• Proficient in Microsoft Suite applications: Office, Word, Excel and Power Point
• Requires a minimum of 5 years’ experience in a contact center environment or related area.
• Familiar with standard concepts, practices and procedures related to customer service.
• 2 years of previous supervisory experience.

Nice To Haves

• Utility Industry experience is a plus
• SAP CRM experience is a plus
• Associates Degree in accounting, business administration or another business-related field is preferred.
• Experience in a public utility customer service work is highly desirable.

Responsibilities

• Monitors appropriate usage of overtime by the customer contact center staff and follows policy regarding overtime.
• Ensure employees adhere to work schedules.
• Provides monthly and real-time coaching to employees for development and to build job knowledge.
• Ensures employees receive appropriate training and other resources to perform their jobs.
• Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis.
• Identifies and informs management of trends by reviewing, analyzing and summarizing special reports.
• Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their best level.
• Addresses disciplinary and/or performance problems according to Company policy.
• Implements work procedures and processes that support Company and departmental standards, procedures and strategic directives.
• Develops written training material for employees and trains during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers.

Benefits

• Paid Time Off: Starting at 3 weeks annually along with 11 company-paid holidays.
• Health, dental, prescription and vision benefits
• 401(k) Program with Matching Contribution: 100% match on contributions up to 4% of your salary, plus an additional 3% employer contribution.
• Professional development opportunities through training, professional certifications, and education allowance.
• Company provided life insurance
• Employee Assistance Program
• Employee Resource Groups (ERG)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree