Emergency Contact Team (After Hours) Supervisor

Superior Plus Propane; Northern (KY); Hybrid; USD 59,000 - 74,000; Full time

Job summary

Superior Plus Propane seeks an experienced Emergency Contact Team Supervisor to lead a high‑performing after‑hours Customer Experience team and ensure rapid, accurate response to emergencies and service disruptions.

You will coach staff, monitor performance, coordinate with Logistics and Field Operations, and uphold safety, regulatory, and privacy standards while driving continuous improvement in service levels and customer satisfaction.

Qualifications

• Experience leading a customer service or call center team.
• Ability to handle emergencies and escalations calmly.
• Strong coaching and performance management skills.
• Knowledge of safety, privacy, and regulatory requirements.

Responsibilities

• Lead, coach, and evaluate a team of After Hours CERs.
• Establish performance expectations aligned with service standards.
• Monitor performance via quality reviews and metrics.
• Manage scheduling and staffing for after-hours operations.
• Serve as escalation point for complex issues and emergencies.
• Coordinate with Logistics and Field Operations for urgent responses.
• Ensure compliance with safety and privacy guidelines.
• Develop action plans to improve service levels and customer satisfaction.

Skills

Leadership

Coaching

Emergency response

Quality monitoring

Performance management

KPIs

Team development

Decision making under pressure

Education

Bachelor's degree in business or related field

Tools

CRM systems

Workforce management

Telephony platforms

MS Office

Job description

The Emergency Contact Team Supervisor is responsible for leading and supporting a high-performing team of After Hours Customer Experience Representatives (CERs) who provide critical customer support outside normal business hours.

The Supervisor oversees team performance, emergency call handling, service quality, employee development, and operational effectiveness. This position serves as the primary escalation point for complex customer situations, emergency incidents, and service disruptions while ensuring adherence to company policies, safety protocols, regulatory requirements, and customer experience standards. The Supervisor drives continuous improvement through coaching, performance management, data analysis, and collaboration with Customer Experience, Logistics, and Field Operations leadership.

The schedule for this position is Wednesday to Saturday 5pm - 3:30am.

What you'll do:

• Lead, coach, develop, and evaluate a team of After Hours Customer Experience Representatives.
• Establish clear performance expectations and accountability measures aligned with company objectives and service standards.
• Monitor individual and team performance through quality reviews, call evaluations, coaching sessions, and performance metrics.
• Manage employee attendance, scheduling adherence, and workforce coverage to ensure appropriate staffing during after-hours operations.
• Administer corrective action and performance improvement plans as needed in accordance with company policies.
• Serve as the primary escalation point for complex customer issues, safety concerns, emergency situations, and service‑related complaints.
• Provide real‑time guidance to representatives during difficult customer interactions and emergency calls.
• Support decision‑making involving propane leaks, no‑heat situations, runouts, carbon monoxide concerns, safety risks, technician dispatch decisions, and other urgent operational issues.
• Ensure representatives follow established emergency response protocols, escalation procedures, and safety guidelines.
• Partner with Logistics, Dispatch, and Field Operations teams to coordinate emergency response activities and prioritize service requests based on severity, customer impact, and operational capacity.
• Monitor active emergency situations and ensure timely communication, documentation, and resolution.
• Assist representatives with de‑escalating challenging customer interactions and resolving complex service issues.
• Address customer concerns that exceed frontline authority levels.
• Ensure customers receive accurate information regarding safety requirements, service timelines, and operational limitations.
• Identify opportunities for service recovery and customer retention.
• Balance customer advocacy with operational realities, company policies, and safety requirements.
• Analyze call center metrics, trends, customer feedback, and operational data to identify improvement opportunities.
• Develop and implement action plans to improve service levels, response times, quality scores, and customer satisfaction.
• Lead regular team meetings, training sessions, and performance discussions.
• Educate employees on new processes, procedures, technologies, and business initiatives.
• Assist leadership in identifying trends, forecasting workforce needs, and establishing departmental goals
• Promote best practices and ensure consistent application of policies and procedures.
• Develop, maintain, and enhance processes, procedures, scripts, and documentation supporting after‑hours operations and knowledge of daytime protocols.
• Ensure standardized handling of emergency calls, escalation processes, case documentation, and customer communications.
• Review incident reports and customer interactions to identify process improvement opportunities.
• Maintain accurate records related to employee performance, coaching activities, attendance, and operational incidents.
• Prepare reports and analyze operational data to maximize efficiency, resource allocation, and customer satisfaction.
• Utilize CRM, telephony, workforce management, reporting, dispatch, routing, and customer information systems to manage operations effectively.
• Ensure compliance with company policies, safety standards, regulatory requirements, and customer privacy guidelines.
• Support implementation of new technology, processes, and operational enhancements.
• Performs other related duties as assigned.

What you bring:

• Post‑secondary education in Business Administration, Communications, Customer Experience, Management, or a related field is preferred; however, an equivalent combination of education, training, and directly related experience will also be considered.
• Three to five years of progressive customer service, contact center, operations, dispatch, utility, energy, or propane industry experience.
• Minimum of two years of leadership, supervisory, coaching, or team management experience preferred
• Experience working in a high‑volume contact center or emergency‑response support environment
• Experience utilizing CRM systems, workforce management tools, telephony platforms, and reporting applications.
• Strong leadership, coaching, mentoring, and performance management skills.
• Comprehensive understanding of customer experience principles and service excellence.
• Knowledge of contact center key performance indicators (KPIs) and workforce management practices.
• Strong conflict resolution and customer de‑???? skills.
• Ability to remain calm and make sound decisions during emergencies and high‑pressure situations.
• Excellent critical thinking, analytical, and problem‑solving abilities.
• Ability to manage multiple priorities in a fast‑paced, customer‑focused environment.
• Advanced proficiency with customer relationship management systems, phone systems, reporting tools, and Microsoft Office applications.
• Strong organizational and time management skills.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

The expected annual salary range for this role is $59,040 - $73,800 a year.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, qualifications, geographical location, as well as market and business considerations.