Customer Care Supervisor — Lead, Coach & Elevate CX

Pinnacle Propane, LLC; Marble Falls (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Great Benefits: medical, vision, andd;

Life Insurance

Community Volunteering Day

Paid Time Off

Retirement Savings Plan

Job summary

Pinnacle Propane, LLC is seeking a Customer Care Supervisor in Marble Falls, TX to lead a team of CCRs and ensure top-tier service across the branch network.

You will coach, train, and develop staff, monitor call metrics, and collaborate with field directors to maintain a strong local presence and community engagement. The role emphasizes process improvement, data-driven performance management, and delivering an exceptional customer experience.

Qualifications

• High school diploma or GED required; associate or bachelor’s degree preferred.
• 4-5 years of experience in a customer service role with increasing levels of responsibility.
• Proven ability to train, coach, and motivate team members to deliver high-quality customer service.
• Effective communication skills with all employees, customers, and vendors.
• Strong organizational skills and attention to detail in a fast-paced environment.
• Experience with AI-enabled tools is a plus.

Responsibilities

• Manage day-to-day performance of CCRs; handle orders, onboarding, billing questions, scheduling, and inquiries.
• Maintain call-answer rate goals (95% within 30 seconds); drive first-call resolution and service levels.
• Review performance metrics and set clear expectations with CCRs and managers.
• Plan staffing, schedules, and adherence to hours; manage seasonal demand.
• Coach, mentor, and take corrective action when needed; act as backup during peak periods.
• Resolve escalated customer complaints and ensure timely resolution across channels.
• Collaborate with Territory Directors and Operations Managers to align branch with local community needs.
• Monitor compliance with policies; drive QA initiatives and process improvements.

Skills

Fluent English

Leadership

Communication

Customer service

Education

High school diploma or GED

Associate or bachelor’s degree preferred

Tools

MS Office Suite

RCC

Salesforce

ERP systems

Job description

Pinnacle Propane, LLC is seeking a Customer Care Supervisor in Marble Falls, TX to lead a team of CCRs and ensure top-tier service across the branch network.

You will coach, train, and develop staff, monitor call metrics, and collaborate with field directors to maintain a strong local presence and community engagement. The role emphasizes process improvement, data-driven performance management, and delivering an exceptional customer experience.