Supervisor, Customer Service

Nexus Water Group; Sugar Land (TX); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

401(k) match

Professional development

Life insurance

Employee Assistance Program

ERGs

Job summary

Nexus Water Group is hiring a Customer Service Supervisor to lead a team in our Sugar Land office. You will hire, motivate, and coach staff, manage performance, and drive service excellence in a hybrid environment.

Responsibilities include monitoring call metrics, developing training materials, and analyzing performance reports to improve efficiency and customer satisfaction. Experience in a utility setting and SAP CRM are a plus.

Qualifications

• Extensive customer service experience.
• Conflict resolution skills.
• Ability to mentor, coach and develop staff.
• High degree of analytical skills.
• Strong oral and written communication skills.
• Proficient in Microsoft Office: Office, Word, Excel, PowerPoint.
• Utility Industry experience is a plus.
• SAP CRM experience is a plus.

Responsibilities

• Monitors overtime usage and enforces policy.
• Ensures adherence to work schedules.
• Provides monthly and real-time coaching for staff development.
• Ensures training resources and monitors staff performance via KPI's and reports.
• Identifies trends by reviewing reports and summarizes findings for management.
• Analyzes center effectiveness through daily/weekly/monthly reports and creates requested reports.
• Creates a high-quality work environment to motivate staff.
• Addresses disciplinary and performance issues per policy and implements procedures.
• Develops training materials and conducts regular/quarterly training sessions.
• Evaluates processes and suggests improvements to operations and service.

Skills

Customer service

Conflict resolution

Mentor and coach

Analytical skills

Strong communication

MS Office proficiency

Utility industry experience

SAP CRM experience

Education

Associates Degree in business or related field

Tools

SAP CRM

Job description

What We Offer:

• Paid Time Off: Starting at 3 weeks annually along with 11 company-paid holidays.
• Health and Wellness Benefits: The first day of the month after your start, you'll have access to your health, dental, prescription and vision benefits to help you stay well.
• 401(k) Program with Matching Contribution: We offer a 100% match on contributions up to 4% of your salary, plus an additional 3% employer contribution.
• Grow With Us: Professional development opportunities through training, professional certifications, and education allowance.
• Additional Benefits: Other great benefits include company provided life insurance and Employee Assistance Program just to name a few.
• Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization.

Overview:

Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving. This position will serve as the primary contact for problem resolution and information gathering regarding customer inquiries.

What You'll Do:

• Monitors appropriate usage of overtime by the customer contact center staff and follows policy regarding overtime.
• 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.
• Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested.
• Creates and maintain 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.

Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

What You'll Bring:

Skills & Knowledge:

• Extensive customer service experience
• Conflict resolution skills
• Ability to mentor, coach and develop staff
• High degree of analytical skills
• Strong oral and written communication skills
• Proficient in Microsoft Suite applications: Office, Word, Excel and Power Point
• Utility Industry experience is a plus
• SAP CRM experience is a plus

Education:

• Associates Degree in accounting, business administration or another business-related field is preferred.
• Requires a minimum of 5 years' experience in a contact center environment or related area.
• Familiar with standard concepts, practices and procedures related to customer service.
• 2 years of previous supervisory experience. Experience in a public utility customer service work is highly desirable.

Work Environment:

This role is primarily performed in a professional office environment and involves extended periods if desk-based work, sustained mental focus, and frequent use of computers and standard office equipment. The position includes regular collaboration through virtual and in-person meetings, minimal physical exertion, and occasional lifting of light office materials. This role is a hybrid position working in our Sugar Land office Tuesday - Thursday and working remote on Monday's and Friday's. The work environment is typically climate controlled with limited travel required on an occasional basis.