Customer Service Supervisor - Hybrid Leader

Aquarion Water Company; United States; Hybrid; USD 72,000 - 88,000; Full time

Job summary

Aquarion Water Authority in Connecticut seeks a Supervisor of Customer Service to lead a team, shape service policies, and ensure first-call resolution. You will mentor staff, manage escalations, and drive customer satisfaction with real-time monitoring of call metrics and coaching sessions.

The role requires a bachelor’s degree and at least five years of supervisory experience in a contact center, with strong communication skills and proficiency in CRM systems and SAP.

Qualifications

• Bachelor’s degree required.
• Minimum five years supervisory experience preferred.
• Strong customer service background with process improvement.
• Experience with call center metrics and escalation management.

Responsibilities

• Oversee daily operations of staff and scheduling to meet service targets.
• Direct escalation handling and coordination with Customer Advocates.
• Ensure first contact resolution and adherence to service levels.
• Develop and deliver staff training and workshops.

Skills

Contact Center operations

CRM systems

SAP

Customer service processes

Verbal and written communication

Supervisory experience

Education

Bachelor’s degree

Job description

Aquarion Water Authority in Connecticut seeks a Supervisor of Customer Service to lead a team, shape service policies, and ensure first-call resolution. You will mentor staff, manage escalations, and drive customer satisfaction with real-time monitoring of call metrics and coaching sessions.

The role requires a bachelor’s degree and at least five years of supervisory experience in a contact center, with strong communication skills and proficiency in CRM systems and SAP.