After-Hours Emergency Contact Supervisor

Superior Plus Propane; Northern (KY); Hybrid; USD 59,000 - 74,000; Full time

Job summary

Superior Plus Propane seeks an experienced Emergency Contact Team Supervisor to lead a high‑performing after‑hours Customer Experience team and ensure rapid, accurate response to emergencies and service disruptions.

You will coach staff, monitor performance, coordinate with Logistics and Field Operations, and uphold safety, regulatory, and privacy standards while driving continuous improvement in service levels and customer satisfaction.

Qualifications

• Experience leading a customer service or call center team.
• Ability to handle emergencies and escalations calmly.
• Strong coaching and performance management skills.
• Knowledge of safety, privacy, and regulatory requirements.

Responsibilities

• Lead, coach, and evaluate a team of After Hours CERs.
• Establish performance expectations aligned with service standards.
• Monitor performance via quality reviews and metrics.
• Manage scheduling and staffing for after-hours operations.
• Serve as escalation point for complex issues and emergencies.
• Coordinate with Logistics and Field Operations for urgent responses.
• Ensure compliance with safety and privacy guidelines.
• Develop action plans to improve service levels and customer satisfaction.

Skills

Leadership

Coaching

Emergency response

Quality monitoring

Performance management

KPIs

Team development

Decision making under pressure

Education

Bachelor's degree in business or related field

Tools

CRM systems

Workforce management

Telephony platforms

MS Office

Job description

Superior Plus Propane seeks an experienced Emergency Contact Team Supervisor to lead a high‑performing after‑hours Customer Experience team and ensure rapid, accurate response to emergencies and service disruptions.

You will coach staff, monitor performance, coordinate with Logistics and Field Operations, and uphold safety, regulatory, and privacy standards while driving continuous improvement in service levels and customer satisfaction.