Customer Experience Supervisor - Utility (Hybrid)

Nexus Water Group; Florida; Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Health and vision benefits

401(k) with matching

Professional development

Life insurance

Employee Assistance Program

ERG groups

Job summary

Nexus Water Group in Altamonte Springs, FL seeks a Supervisor, Customer Service to lead a team delivering quality customer interactions, hiring, coaching, and problem solving. You will be the primary contact for inquiries and resolution.

Reporting to the Customer Service Manager and VP, Customer Experience, you will train staff, monitor KPIs, and implement procedures to improve efficiency and service. The role blends hands-on leadership with process improvement in a hybrid work setting.

Qualifications

• Minimum 5 years in a contact center environment or related area.
• 2 years of supervisory experience required.
• Experience in a public utility customer service environment is desirable.

Responsibilities

• Oversee daily customer contact center operations and staff performance.
• Provide coaching, training, and development for team members.
• Ensure adherence to schedules and policies; manage overtime appropriately.
• Monitor KPIs, call quality, and reporting; summarize trends for leadership.
• Develop training materials and conduct regular sessions with the team.

Skills

Customer service

Conflict resolution

Mentoring

Analytical skills

Communication

Education

Associates Degree in accounting or business

Job description

Nexus Water Group in Altamonte Springs, FL seeks a Supervisor, Customer Service to lead a team delivering quality customer interactions, hiring, coaching, and problem solving. You will be the primary contact for inquiries and resolution.

Reporting to the Customer Service Manager and VP, Customer Experience, you will train staff, monitor KPIs, and implement procedures to improve efficiency and service. The role blends hands-on leadership with process improvement in a hybrid work setting.