Customer Care Team Lead

Pinnacle Propane, LLC; Midland (TX); On-site; USD 70,000 - 90,000; 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, a leading propane distribution business operating in multiple states, seeks a Customer Care Supervisor for our Marble Falls, TX operations. You will lead CCRs, ensure quality service, train staff, and partner with field Directors to drive local engagement and customer satisfaction.

The ideal candidate brings strong leadership, hands-on customer service experience, and a data-driven approach to performance management, with fluency in English and willingness to travel within the

Qualifications

• High school diploma or GED; associate or bachelor’s degree preferred.
• 4-5 years of experience in a customer service role with increasing levels of responsibility, ideally including experience managing or leading a team of direct reports.
• Proven ability to effectively train, coach, and enthusiastically motivate team members to deliver high‑quality customer service.
• Effective communication skills with the ability to interact professionally with all employees, customers, and vendors.
• Fluent English; knowledge of Spanish an advantage.

Responsibilities

• Manage the day-to-day performance of a team of CCRs, ensuring all customer inquiries are handled promptly and routed accurately.
• Aim for the team’s 95% call answer rate within 30 seconds and maintain first‑call resolution and service level goals.
• Review performance metrics and set clear, measurable expectations; adjust staffing and schedules as needed.
• Coach CCRs, address performance issues, and back up the team during high-volume periods.
• Monitor compliance with policies and use CRM/ERP/telephony systems to track productivity and satisfaction.

Skills

Team Leadership

Customer Service

Performance Metrics

Training & Development

Communication

Education

Associate or Bachelor's degree

Tools

Salesforce

RCC

ERP

Job description

Pinnacle Propane, a leading propane distribution business operating in multiple states, seeks a Customer Care Supervisor for our Marble Falls, TX operations. You will lead CCRs, ensure quality service, train staff, and partner with field Directors to drive local engagement and customer satisfaction.

The ideal candidate brings strong leadership, hands-on customer service experience, and a data-driven approach to performance management, with fluency in English and willingness to travel within the