Customer Care Supervisor

Why Badger Meter?

Badger Meter is a leading global water technology company, with a mission to preserve and protect the world’s most precious resource. For more than 100 years, cities and businesses have utilized our innovative and trusted solutions to enhance operational efficiency and conserve water while making it more affordable, clean and resilient. Just like every drop counts, at Badger Meter every employee counts because our contributions have a lasting impact on the world!

Here at Badger Meter, we believe that our approach to diversity, equity, and inclusion is the very foundation of our success. Our commitment is reflected in our core values, where we strive to create an environment that celebrates differences, encourages innovation, and ensures that every voice is celebrated and appreciated.

We understand that a diverse team brings a variety of perspectives and ideas, which ultimately fosters creativity and excellence. Badger Meter provides opportunities for career growth and development for every employee by creating a supportive and inclusive workplace where they can make meaningful contributions while preserving the world’s most precious resource.

What You Will Contribute:

The Supervisor - Customer Care is responsible for managing a cross-functional team of customer care team members and related customer care processes, to provide customers (internal and external) and partners with certainty and confidence through proactive and professional service, making it as easy as possible for customers to buy and use our products. You will be responsible for driving Badger Meter’s position as a world-class provider of service and support, with success measured by Net Promoter and Customer Effort Scores. You will lead a performance-driven market-based team of customer service, technical support and inside sales professionals, ensuring daily measurement and communication of contact responsiveness, order entry accuracy and speed, customer effort and contact need resolution. You will be responsible for the supervisor of these activities, providing ongoing monitoring and coaching of work performance of their team.

Job Duties:

- Direct the daily operations of the department (plan, prioritize, and delegate work tasks to ensure proper functioning of the department).

- Work with Customer Care Manager to redeploy staff/priority adjustments as needed.

- Oversee the continuous improvement and achievement of department KPIs and S.M.A.R.T. goals which define service levels and standards.

- Identify and address staff training and coaching needs, implementing and maintaining a supervisor-led ongoing monitoring, coaching and training program, ID, and secure subject matter experts as needed.

- Review and resolve customer complaints, mentoring leads and staff to understand changing/unique customer needs and problem solve.

- Analyze relevant data to determine service outputs, monitoring the accuracy of reporting and data base information.

- Participate in service improvement projects and initiatives, including providing guidance on the systems and processes developed at Badger Meter that directly affect customer and partners.

- Develop an understanding of the needs of customer and supplier departments within Badger Meter, developing strong and successful working relationships with peers.

Education and Experience:

- Bachelor's degree preferred

- 5+ years of related experience preferred

Qualifications:

- Intermediate proficiency in Microsoft Word and Excel required

- Basic proficiency in Microsoft Outlook required

Competencies:

- Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.

- Coaching: Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.

- Decision Making: Identify and understand problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; take action that is consistent with available facts and constraints and optimizes probable consequences.

- Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals, and then tracking results and evaluating performance effectiveness.

- Execution: Ensuring others contribute to organization strategies by focusing them on the most critical priorities; measuring progress and ensuring accountability against those metrics.

Working Conditions:

- Work is performed in an office environment and requires the ability to operate standard office equipment.

- Requires prolonged periods of talking/listening.

Competitive Total Rewards at Badger Meter:

- Competitive Pay

- Annual Bonus

- Eligible for Annual Pay Increases

- Comprehensive Health, Vision, and Dental Coverage

- 15 days Paid Time Off + 11 Paid Holidays

- Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!

- Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more

- Educational Assistance – Tuition Reimbursement up to $5,250

- Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage

- Health Savings Account (HSA) & Flexible Spending Account (FSA) options

An Equal Opportunity/Affirmative Action Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the “EEO is the Law” poster supplement at

http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Badger Meter complies with all aspects of the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local disability laws. This means that we will reasonably accommodate qualified employees with a disability if accommodation would allow them to perform the essential functions of their job, unless doing so would create an undue hardship.

Privacy Statement

The Employee and Applicant Privacy Statement describes how we collect, use, share, retain, and safeguard applicant information. Please see the privacy statement on our website

here

.