Supervisor, Customer Service

Job Summary

The Supervisor of Customer Service reports to the Manager, Customer Experience. Responsible for conceiving, planning, developing and implementing policies and procedures pertaining to service and billing inquiries and communications with customers to ensure the highest level of customer satisfaction and first call resolution.  Advises management on matters relating to service and billing and oversees the resolution of concerns and escalations.  Responsible for training and developing Staff within area of responsibility to ensure quality service delivery.  Sets the vision, direction, and culture of the Customer Service team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated calls.

Principal Responsibilities

• Directs the activities of staff personnel and schedules, assigns and monitors workflow to ensure optimum delivery of service in a timely, efficient and courteous manner.
• Establishes and maintains work standards for quality and quantity of work with an emphasis on excellent customer service and reduced complaints; develops and recommends improvements to workflow, internal procedures, or forms design and usage.
• Staffs properly using the call center software system to ensure department meets established key performance indicators including call answer speed, call handling time, and abandonment rate.  Troubleshoots system problems; assists IT in the implementation of recovery plans in the event of system failure.
• Oversee the complaint escalation procedure, assigns or handles customer escalations when customer requests supervisory review or those made in writing.
• Works closely with Customer Advocates to ensure timely response to Consumer Counsel complaints.
• Review and approve leak adjustments over $250 and third-party refunds.
• Maintain familiarity and compliance with applicable rules and regulations, including state and local statutes and Company regulations and policy.
• Ensure process focuses on resolving customer inquiries and complaints on the first contact.  Identify and implement opportunities for improving service delivery.
• Work closely with management to ensure surcharges, rate changes, and other rate adjustments are accurate.
• Develop and implement appropriate staff training for monthly workshops, technical skills enhancement, and customer relations skills.
• Acts as a backup resource for Everbridge management and provides last-level support during after-hours incidents, outages, and emergency events
• Administer salary review, performance appraisals, counsel employees on disciplinary matters, and coach representatives on customer relations skills.
• Improves customer service quality, productivity and profitability by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Identifies customer service trends; determining system improvements; implementing change.
• Works with internal service providers and internal customers to improve customer service and productivity.
• Participate in community affairs and industry associations as appropriate.
• Handle other duties as assigned.

Preferred Requirements

• In-depth understanding of Contact Center operations, CRM, and SAP systems.
• Recognized subject matter expert in Customer Service processes.
• Strong proficiency in PC operations and Microsoft Office applications.
• Demonstrated experience in documenting Customer Service processes and procedures.
• Excellent verbal and written communication skills.
• Minimum five years supervisory experience strongly preferred. 
• Ability to communicate clearly and effectively, both verbally and in writing, with internal and external customers. 
• Must possess outstanding interpersonal and customer relations skills. 
• Proficiency in PC skills in a windows environment, basic understanding of systems to identify and troubleshoot computer problems affecting team productivity. 
• Comprehensive view of inter-relations among all service-related departments (field service, collections, billing, etc.)
• Problem Solving: Situations can be recurring or variable in nature, pertaining to customer billing or service issues, interpretation of state and regulatory compliance issues, and computer and telephone system breakdowns.  Ability to make sound decisions based on previous experience, data, knowledge of Company Rules & Regulations, Company goals and values pertaining to customer service delivery.
• Accountability: Directly supervises 16 call center representatives, two team leads and seasonal temporary employees.  Achievement of call center objectives has a direct impact on the company’s reputation in the rate arena and with customers.

Education/Certifications

• A bachelor’s degree is required.

Salary

• Job is classified as an exempt position with a starting salary range of $80,000.
• This role reports out of the Monroe, CT office.
• Hours for this role are 8:30AM to 5:00PM, Monday through Friday.
• After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote). However, based on business needs—such as training, testing, or project work—the employee may be required to work on-site for specific periods. Any such adjustments will be communicated in advance.