After-Hours Emergency Contact Supervisor

superiorplus; United States; Remote; USD 59,000 - 74,000; Full time

Job summary

SuperiorPlus is seeking an Emergency Contact Team Supervisor to lead a high-performing After Hours CER team delivering critical support for propane customers during emergencies and after-hours. You will coach, monitor performance, manage scheduling, and ensure adherence to safety and service standards.

The role oversees escalation, coordinates with Logistics and Field Ops, analyzes metrics, and drives continuous improvement while maintaining compliance with policies and regulatory requirements.

Qualifications

• Three to five years of progressive customer service, contact center, operations, dispatch, utility, energy, or propane industry experience.
• Minimum of two years of leadership, supervisory, coaching, or team management experience preferred.
• Experience working in a high-volume contact center or emergency-response support environment.
• Experience utilizing CRM systems, workforce management tools, telephony platforms, and reporting applications.
• Legal Authorization to work in the US is required.

Responsibilities

• Lead, coach, develop, and evaluate a team of After Hours Customer Experience Representatives.
• Establish clear performance expectations and accountability measures aligned with company objectives and service standards.
• Monitor individual and team performance through quality reviews, call evaluations, coaching sessions, and performance metrics.
• Manage employee attendance, scheduling adherence, and workforce coverage to ensure appropriate staffing during after-hours operations.
• Administer corrective action and performance improvement plans as needed in accordance with company policies.
• Serve as the primary escalation point for complex customer issues, safety concerns, emergency situations, and service-related complaints.
• Provide real-time guidance to representatives during difficult customer interactions and emergency calls.
• Support decision-making involving propane leaks, no-heat situations, runouts, carbon monoxide concerns, safety risks, technician dispatch decisions, and other urgent operational issues.
• Ensure representatives follow established emergency response protocols, escalation procedures, and safety guidelines.
• Partner with Logistics, Dispatch, and Field Operations teams to coordinate emergency response activities and prioritize service requests based on severity, customer impact, and operational capacity.
• Monitor active emergency situations and ensure timely communication, documentation, and resolution.
• Assist representatives with de-escalating challenging customer interactions and resolving complex service issues.
• Address customer concerns that exceed frontline authority levels.
• Ensure customers receive accurate information regarding safety requirements, service timelines, and operational limitations.
• Identify opportunities for service recovery and customer retention.
• Balance customer advocacy with operational realities, company policies, and safety requirements.
• Analyze call center metrics, trends, customer feedback, and operational data to identify improvement opportunities.
• Develop and implement action plans to improve service levels, response times, quality scores, and customer satisfaction.
• Lead regular team meetings, training sessions, and performance discussions.
• Educate employees on new processes, procedures, technologies, and business initiatives.
• Assist leadership in identifying trends, forecasting workforce needs, and establishing departmental goals
• Promote best practices and ensure consistent application of policies and procedures.
• Develop, maintain, and enhance processes, procedures, scripts, and documentation supporting after-hours operations and knowledge of daytime protocols.
• Ensure standardized handling of emergency calls, escalation processes, case documentation, and customer communications.
• Review incident reports and customer interactions to identify process improvement opportunities.
• Maintain accurate records related to employee performance, coaching activities, attendance, and operational incidents.
• Prepare reports and analyze operational data to maximize efficiency, resource allocation, and customer satisfaction.
• Utilize CRM, telephony, workforce management, reporting, dispatch, routing, and customer information systems to manage operations effectively.
• Ensure compliance with company policies, safety standards, regulatory requirements, and customer privacy guidelines.
• Support implementation of new technology, processes, and operational enhancements.
• Performs other related duties as assigned.

Skills

Leadership

Coaching

Customer experience

Analytical thinking

Decision making under pressure

Communication

Multitasking

Education

Business Administration or related field degree

Tools

CRM systems

Workforce management tools

Telephony platforms

Reporting applications

MS Office

Job description

SuperiorPlus is seeking an Emergency Contact Team Supervisor to lead a high-performing After Hours CER team delivering critical support for propane customers during emergencies and after-hours. You will coach, monitor performance, manage scheduling, and ensure adherence to safety and service standards.

The role oversees escalation, coordinates with Logistics and Field Ops, analyzes metrics, and drives continuous improvement while maintaining compliance with policies and regulatory requirements.