Customer Care Supervisor

Overview

When you join Suburban Propane, you become a part of a fast-paced and dynamic company that has been serving its employees and customers for 90 years. We have an excellent opportunity for a Customer Care Supervisor to help us Exceed our Customers’ Expectations.  This position is accountable for leading a team of Customer Service Representatives engaged in handling calls of a customer service and/or emergency services nature. The primary focus of this position is the development of assigned employees through coaching and quality improvement techniques.

 

3:30 pm – 12:00 am shift

Rotating weekends

Responsibilities

• Continually drives for success and sets high expectations for personal and organizational performance, works efficiently and creatively to meet goals
• Analyzes quantitative and qualitative data by identifying trends and patterns and reconciling disparate concepts and facts. Uses this information to drive continually improving results of individuals, team and center.
• Evaluates and scores call quality performance based on established quality standards
• Evaluates employee capabilities and creates long term employee development plans and shorter term goals with each direct report to achieve continuous employee improvement
• Assists the team in the establishment of team goals and objectives and coaches individuals and groups to achieve those goals
• Recommends opportunities to improve the quality of the Center’s service performance and provides feedback to assist management in the creation of performance improvement goals and the development of continuous improvement objectives
• Applies knowledge of operations, capabilities and strategic objectives to evaluate the impact of business decisions
• Implement and manage daily plan to leveraging resources to achieve service level and abandonment rate goals
• Provide support to New Hires during and following training to assist with Customer Service Representative (CSR) certification
• Provide operational support by taking on additional responsibilities, including taking customer calls when additional resources are needed to meet center goals

Why join the Suburban Propane team? Because we care about the physical, mental, and financial wellbeing of our employees and provide them with competitive pay plus incentive potential and an outstanding benefits package including:

• Medical, dental, and vision (eligibility after just 30 days of employment)
• Paid time off that increases with tenure
• A 401(k) with company match and immediate vesting
• A new employee training program and many opportunities for continued learning and career development
• Disability and life insurance
• Employee recognition program
• Generous tuition assistance program
• Propane discounts, and more!

 For eligibility and a full list of our benefit offerings please visit: https://jobs.suburbanpropane.com/benefits/ .

 

 $52,450.00- $62,940.00 (dependent on experience)

 

Qualifications

• High School diploma or GED required and Bachelor’s degree in Business or related field preferred
• Minimum 3 years customer contact center experience
• Minimum 2 years employee supervision/management experience
• Proficient in employee coaching/counseling
• Proficient in Microsoft Office products (Word, Outlook, Excel, PowerPoint)
• Demonstrates effective oral and written communication skills
• Familiar with contact center technology: ACD, WFM, IVR, Call Recording/Monitoring 

As part of our pre-employment hiring process, background checks and drug screens are performed.Applications will be accepted until the position is filled.

 

Suburban Propane Partners, L.P. ("Suburban Propane") is a publicly traded master limited partnership listed on the New York Stock Exchange.  Headquartered in Whippany, New Jersey, Suburban Propane has been in the customer service business since 1928 and is a nationwide distributor of propane, renewable propane, renewable natural gas ("RNG"), fuel oil and related products and services, as well as a marketer of natural gas and electricity and producer of and investor in low carbon fuel alternatives, servicing the energy needs of approximately 1 million residential, commercial, governmental, industrial and agricultural customers through approximately 700 locations across 42 states.  Suburban Propane is supported by three core pillars: (1) Suburban Commitment – showcasing Suburban Propane's nearly 100-year legacy, and ongoing commitment to the highest standards for dependability, flexibility, and reliability that underscores