Northeast Service Supervisor

Position Summary

To have the best service representatives requires a coach, motivator, facilitator and leader who can drive results while fostering a customer first culture. It’s about leading by example, instilling a culture of genuine respect, understanding and collaboration. It’s showing empathy, providing memorable, positive and engaging customer support while ensuring our business needs and objectives are met in a timely manner.

Our exceptional Service Supervisor enable our customer service representatives to be exceptional Paraco brand ambassadors. You will build genuine connections with Paraco customers listening, anticipating needs and offering solutions. As an integral member of the Paraco family you will bring your positive work ethic to deliver a great customer experience engaging with customers, providing clear & concise information with goals of customer retention, reduced representative attrition, increased sales, optimal resource utilization, providing an outstanding customer experience.

Key responsibilities and essential job functions include, but are not limited to:

- Hands-on leadership of a team of 8-12 customer service call-center representatives.

- Ensuring our service representatives can provide effective resolution of product & service issues.

- Addressing escalated call issues while coaching, mentoring and educating our service representatives.

- Fostering a customer first culture through a positive and engaging work environment.

- Interviewing, on-boarding, training and coaching of new representatives building a collaborative team environment.

- Analyzing data related to all types of calls including escalations, drops/abandoned, complaints etc.

- Empowering service representatives with a focus on achievement of targeted center goals.

- Assessing representative and center performance in collaboration with Service Director ensuring targeted call handling objectives are achieved.

- Addressing opportunities for call handling improvements including providing insights, coaching, feedback, educational tips and suggestions to representatives.

- Ensuring departmental and individual metrics are achieved for call-handling uncovering productivity and performance trends while ensuring sufficient staffing to maintain service level during call center volume surges.

Desired Skills And Experience

- Experience with Call Center or Service Operations center leadership with a passion for driving results

- At least 2 years of supervisory skills in a high-volume call center, customer service or sales support environment.

- A willingness and availability to handle escalated calls and an ability to work overtime or additional hours and shifts as needed based upon business fluctuations.

- Root cause analysis skills focused on developing solutions to improve response times and service levels.

- Solid technology skills inclusive of CRM systems to review, manipulate and evaluate data and prepare reports.

- High school diploma or general education (GED).

- A strong work ethic with proven coaching / performance management skills evidencing a team-player mentality.

- Exceptional communication skills to speak effectively with residential, business and industrial customers, staff and other business colleagues.

- Ability to travel regionally when necessary.

- Bilingual speaking proficiency: Spanish/English (Preferred but not required)

Paraco Gas proudly offers our colleagues exceptional benefits including but not limited to medical, Rx, Vision and Dental, a 401(k) plan with company match, paid time off, company holidays, tuition reimbursement, uniforms, propane discounts & more.

Power your journey

. | Apply at https://www.paracogas.com/careers/

M-F

8 AM- 4:30 PM