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Customer Care Supervisor
Pinnacle Propane - Wylie, TX
posted about 2 months ago
About the position
The Customer Care Supervisor at Pinnacle Propane is responsible for leading a team of Customer Care Representatives to ensure exceptional service delivery across multiple service centers. This role involves managing daily operations, handling escalated customer complaints, and collaborating with field District Managers to maintain a strong local presence. The supervisor will also work closely with the Customer Experience team to implement quality and process improvement initiatives, ensuring that customer inquiries are addressed efficiently and effectively.
Responsibilities
- Manage the day-to-day performance of a team of Customer Care Representatives (CCRs).
- Ensure timely handling and routing of customer inquiries.
- Handle escalated customer complaints and track resolution results.
- Accountable for the team's daily call answer rate and first call resolutions.
- Review performance metrics with the team and Care Manager.
- Anticipate staffing needs and ensure adherence to schedules.
- Monitor adherence to department policies and procedures.
- Identify training needs for CCRs and provide necessary training.
- Serve as backup for team members in answering calls and handling inquiries.
Requirements
- High School diploma or GED.
- 4-5 years of experience in a Customer Service role with increasing levels of responsibility.
- Proven ability to effectively train and motivate team members.
- Effective communication skills with the ability to interact with all employees and customers.
- Ability to resolve customer and employee inquiries professionally and calmly.
- Strong organizational skills and attention to detail in a fast-paced environment.
- High level of computer skills, proficient in MS Office Suite.
- Experience with EPR systems, RCC, and/or Salesforce preferred.
- Fluent proficiency in English, both verbal and written; knowledge of Spanish is an advantage.
Nice-to-haves
- Experience in Salesforce or similar CRM systems.
- Bilingual in English and Spanish.
Benefits
- Dental insurance
- Health insurance
- Life insurance
- Paid holidays
- Paid time off
- Retirement plan
- Vision insurance
