Hybrid Customer Service Supervisor | Utility Support Lead

SouthWest Water Company; United States; Híbrido; USD 60.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and Wellness Benefits

401(k) Program with Matching

Paid Time Off with 3 weeks

11 company-paid holidays

Grow With Us

Professional development opportunities

Education allowance

Company provided life insurance

Employee Assistance Program

Employee Resource Groups

Descripción de la vacante

Nexus Water Group seeks a Supervisor, Customer Service to lead a team delivering high-quality customer support. You will hire, motivate, coach, train, and recognize staff while solving inquiries and ensuring efficient service.

Primarily based in Altamonte Springs, FL, with a hybrid schedule, you will coach monthly and monitor KPIs, develop training materials, and drive process improvements in the contact center.

Formación

• Extensive customer service experience.
• Conflict resolution skills.
• Ability to mentor, coach and develop staff.

Responsabilidades

• Monitors appropriate usage of overtime and follows policy.
• Ensure employees adhere to work schedules.
• Provides monthly and real-time coaching to employees for development and to build job knowledge.
• Ensures employees receive appropriate training and other resources to perform their jobs.
• Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis.
• Identifies and informs management of trends by reviewing, analyzing and summarizing special reports.
• Analyzes and evaluates the Contact Center’s effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their best level.
• Addresses disciplinary and/or performance problems according to Company policy.
• Implements work procedures and processes that support Company and departmental standards, procedures and strategic directives.
• Develops written training material for employees and trains during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers.
• Other duties as assigned.

Conocimientos

Customer service

Conflict resolution

Mentor and coach

Analytical skills

Communication skills

Educación

Associates Degree in accounting, business administration or another business-related field

Descripción del empleo

Nexus Water Group seeks a Supervisor, Customer Service to lead a team delivering high-quality customer support. You will hire, motivate, coach, train, and recognize staff while solving inquiries and ensuring efficient service.

Primarily based in Altamonte Springs, FL, with a hybrid schedule, you will coach monthly and monitor KPIs, develop training materials, and drive process improvements in the contact center.