Customer Care Supervisor

Lumos Networks; Kansas City (MO); Hybrid; USD 64,000 - 72,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Life insurance

401(k) match

FSA/HSA

Job summary

Segra in Kansas City, MO is seeking a Customer Care Supervisor to lead the Customer Solutions Center in a hybrid role, three days in-office and two remote days weekly.

The role focuses on providing efficient first call resolution, second-level escalation, and KPI achievement while coaching a team of representatives to deliver exceptional service across voice and data services.

Qualifications

• 5+ years in a contact center or call center environment.
• 3+ years in a supervisory role.
• 5+ years of customer service experience.
• 3+ years of technical experience preferred.
• Associate degree in technology or equivalent experience required.

Responsibilities

• Lead and coach CSC team to achieve KPIs and maintain service levels.
• Serve as second-level escalation and partner with upper management.
• Define and maintain CSC policies and procedures.
• Collaborate with internal teams to meet customer needs.
• Oversee moves/adds/changes/disconnects and voice service support.

Skills

Contact center experience

Supervisory experience

Customer service experience

Technical experience

Education requirement

Education

Assoc degree in technology

5+ years professional experience

Job description

Segra is searching for a qualified and experienced Customer Care Supervisor to join us in a full-time capacity in our Kansas City, MO office.

Location Requirement:

The work arrangement for this role is a hybrid position, requiring a minimum of three (3) days in the office, with flexibility to work remotely two (2) days each week.

Role Overview:

The Customer Solutions Center 24/7/365 Supervisor provides direct support to the CSC personnel to better utilize strengths and build team cohesion to provide efficient first call resolution support for Segra customers while providing efficient higher-tiered support for the Repair, troubleshooting/resolution of voice services, tier I support for data/internet services and moves/adds/changes/disconnects. Serve as a 2nd level escalation point and works directly with upper management. Define, maintain, and enhance the policies and procedures of the CSC. This position includes but is not limited to overseeing the achievement and maintenance of KPIs; developing a team of skilled representatives; collaborating with internal organizations to better serve our customers and the needs of the business.

Qualifications

• 5+ years prior contact center (call center) experience required
• 3+ years of supervisory experience required
• 5+ years of customer service experience required
• 3+ years of technical (any) experience preferred
• Associate degree in technology field or 5+ years professional level experience; or an equivalent combination of education and professional level experience required

Key Competencies:

• Flexibility to work overtime as needed
• Persuasive communication with both internal and external customers.
• Must possess a strong work ethic in supporting customer needs, by being responsive and consistent
• Ability to coach, train, and motivate employees and evaluate their performance
• Analytical, efficient, and thorough
• Proficiency with technology, especially computers, software, applications, and phone systems. Efficiency in Microsoft Office Suite is required.

About Segra:

Segra owns and operates a wide and dense fiber-optic infrastructure footprint that provides state-of-the-art connectivity, cybersecurity, voice, cloud and colocation solutions, all backed by industry-leading service and reliability. Serving over 30,000 connected customer locations, Segra has been providing customer-focused solutions for over 125 years.

At Segra, we imagine, we engineer and we build a world of opportunities for our customers through fiber-enabled technologies, driven by our customer-first mentality. We invest in the communities we serve by hiring locally, empowering our teams, and continually upgrading our network infrastructure to deliver smarter, stronger technology solutions.

Benefits Overview:

Segra offers a very robust benefits package to our full-time employees, some of which include:

• Medical, dental, vision insurance
• Life insurance
• 401(k) match
• Flexible Spending/Health Savings Accounts
• Tuition and gym reimbursements
• Vacation/PTO, paid holidays, floating holidays
• Volunteer days, parental leave
• Legal, accidental, hospital indemnity, identify theft, pet insurance

Our Commitment to Equality:

Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary Range:

$64,050.00 - $72,000.00

Beyond competitive health and retirement benefits with immediate 401(k) vesting, Segra also invests in your total well-being through programs supporting physical, mental, financial, and social wellness.