Customer Care Supervisor

Position Summary

The Customer Care Supervisor is responsible for leading their designated area Customer Service team. This role is skilled in performing all the duties of a Customer Care Representative and will ensure exemplary customer service is provided to customers from all levels. This role acts as a lead for the customer service roles in their assigned locations/area. This role may provide back-up to the Customer Care Representatives to cover the office during busy times or on an as needed basis.

This role will be responsible for the training and development of the Customer Service teams within their assigned locations. Duties include verifying that all information has been entered, uploaded and applied correctly, providing account cleanup, resolving discrepancies and verifying transactions on a weekly basis. This role includes monthly reporting, as well as office administration responsibilities and assisting with special projects as assigned. This role requires daily onsite presence in a local office. Reporting to the Area Manager, this role also has a direct reporting line to the CX Department for approved processes, training and metrics goals.

Core Duties / Key Responsibilities

• Customer Service - The primary responsibility for all members of the customer service team is to provide
  exceptional customer service to all customers through both phone and personal contact. The CCS must be
  knowledgeable of product and service offerings and able to train the CCRs in how to explain such offerings to
  customers and how to actively upsell or cross-sell when appropriate. The CCS must be an expert in order taking,
  transaction processing, and resolving or escalating customer inquiries and/or complaints as needed. May need to
  determine if service requests are within the scope of work performed.
• Resolving Discrepancies and Account Issues - The CCS is responsible to run the unapplied report weekly and
  resolve statement discrepancies on an as needed basis.
• Reporting and Auditing - Run and audit weekly, monthly, quarterly and annual reports. Must run, review and
  take corrective action on unapplied report weekly, verify the month-end reporting and verify the monthly packets
  following CDC completion, and run & take corrective action on the monthly budget report.
• Commercial A/R Collections - Must regularly coordinate A/R collection activity, keeping receivable balances to
  target levels and handle billing inquiries.
• Training and Development - With the assistance of the CX Training Team, CCS is responsible for the training and
  development of the local area customer service team.
• Employee/Staff development - recruit, train and mentor the customer service representatives. Conduct annual
  performance reviews, handle employee issues and manage disciplinary action as necessary.

CSS Job Tasks:

• Provide back-up phone support to CCRs on an as needed basis. Phones should be answered within 1-3 rings
  whenever possible.
• Account cleanup
• Data entry back up
• Resolve issues when CSR and CDCs are unable to process payments
• Run budget report each month
• Work with Accounting on GL entries
• Manage team to work through month end and busy season
• Special Projects as needed
• Must be capable of performing all duties of the CCR and provide back-up assistance or coverage on an as-needed
  basis

Position Qualifications:

• Experience/Education
  • Required Education: High School Diploma / GED
• Required Work Experience:
  • 4+ years of proven work experience in customer service or inside sales
  • Minimum 5 years in an office environment preferred

Required Knowledge/Skills/Abilities

• Microsoft Applications: Intermediate to advanced functionality (in particular, Word, Excel and Outlook)
• Additional Technology: Excellent phone skills and computer literacy
• Travel: Within assigned territory only; must be able to drive to alternate locations to train.
• Communication: Exceptional verbal and written communication skills required
• Additional Requirements:
  • Must be able to work independently and effectively manage time
  • Take responsibility regarding all aspects of daily tasks and actions
  • Strong Data Entry Skills
  • Ensure all daily work is completed in a timely and accurate manner
  • Ability to flourish with minimal guidance, be a proactive initiator
  • Ability to develop strong customer relationships
  • Strong organizational skills and attention to detail
  • Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary
  • Effectively collaborate with leadership and employees to establish goals and standards
  • Demonstrate a strong commitment to customer service and safety
  • Excellent background in employee management and training techniques
  • Ability to be a positive representative of the Company both internally and externally
  • Ability to always work with respect and cooperation with fellow employees and customers. Maintain professionalism, integrity, security, image and confidentiality of information and records as required by the position
  • Attend all safety meetings, training and/or in-services
  • Complete all PERC and other online training in a timely manner
  • Daily attendance at the worksite is required

Physical/Working Requirements

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is:

• This position requires you to work from an office environment; this is not a hybrid or remote position.
• Prolonged sitting at a desk and working on a computer.
• Must be able to position, transport, lift and/or move up to 15 pounds at a time.
• Stand, walk, move across large areas.
• Stoop, kneel, crouch, or crawl or otherwise reach into confined spaces.
• Communicate with and exchange information verbally and in writing.
• Move about in an office environment.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception
  and ability to adjust focus.
• The noise level in the work environment is usually moderate.

Scope

• Direct Reports: up to 7 Employees
• Total Organization Employees: ~ 900
• Total Organization States: 21

This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide the employee with a general sense of the responsibilities and expectations of his/her position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. As the nature of business demands change so, too, may the essential functions of this position.

DCC Propane is an equal opportunity employer. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, age, national origin, gender, gender identity, sexual orientation, marital status, veteran status, military status or disability status