Customer Service Manager

2 weeks ago

Irving, Texas, United States Pinnacle Propane Full time
Job Title: Customer Care Supervisor

About the Role:

We are seeking a highly motivated and experienced Customer Care Supervisor to join our team at Pinnacle Propane. As a key member of our customer service team, you will be responsible for overseeing a team of Customer Care Representatives, ensuring that our customers receive exceptional service and support.

Key Responsibilities:

  • Manage the day-to-day performance of a team of CCRs, ensuring that all customer inquiries are handled and routed in a timely and successful manner.
  • Handle escalated customer complaints and ensure ongoing tracking and analysis of all critical issues and resolution results.
  • Accountable for the team's daily call answer rate and first call resolutions.
  • Reviews daily, weekly, and monthly performance with their team and Care Manager.
  • Anticipates and manages staffing needs and ensures adherence to schedules.
  • Monitors and directs the adherence to department policies and procedures.
  • Helps to improve ongoing customer service delivery and gain greater efficiencies.
  • Identifies and provides training that meets the needs of the CCR.
  • Serves as back up for team members in answering calls and handling customer inquiries.

Requirements:

  • 4-5 years working in a Customer Service role with increasing levels of responsibility, ideally having managed a team of direct reports.
  • Proven ability to effectively train and enthusiastically motivate team members.
  • Effective communication skills and ability to interact with all employees and customers.
  • Ability to resolve both customer and employee inquiries while maintaining a professional and calm demeanor.
  • Ability to remain organized and focused on attention to detail in a fast-paced growth environment.
  • High level of computer skills, being proficient in MS Office Suite.
  • Experience with EPR systems, RCC and/or Salesforce preferred.
  • English, fluent proficiency, verbal and written. Knowledge of Spanish an advantage.

What We Offer:

  • Great Benefits: Including medical, vision, dental insurances, amongst others.
  • Life Insurance: Financial protection for you and your family.
  • Community Volunteering Day: A paid day off to give back to the community and make a difference.
  • Paid Time Off: Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
  • Retirement Savings Plan: Employer contributions to help you save for the future.

Why Pinnacle Propane?

We value our employees and offer a comprehensive benefits package to support your well-being and work-life balance. At Pinnacle Propane, we are committed to providing exceptional service to our customers and employees.

EEO Statement:

Pinnacle Propane is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Pinnacle Propane complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action.

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