Residential Customer Care Supervisor

Socket is a leader in business telecommunications providing business customers with a value-driven, customer centric alternative to the incumbent service providers. With our corporate headquarters in Columbia, MO, we serve locations across Missouri, including Columbia, Jefferson City, Sedalia, Warrensburg, Kirksville, Rolla, Warrenton, Troy, O’Fallon and many other cities across the state. Socket is committed to equal opportunity and will provide reasonable accommodations for applicants with disabilities, as required by the ADA.

Socket is looking for a dynamic and experienced Residential Customer Care Supervisor to lead our customer service and technical support teams. In this key leadership role, you'll be responsible for driving performance, ensuring exceptional service delivery, and supporting a positive, productive team environment.

As a Call Center Supervisor, you will oversee daily operations, monitor agent performance and schedules, and support the ongoing training and development of staff. You'll play a critical role in maintaining high service standards by implementing and refining call center procedures, managing escalated customer concerns, and contributing to hiring decisions to grow a strong, customer-focused team.

This position requires flexibility with call center hours, including work beyond 5:00 PM and on weekends.

What We Offer:

• Competitive compensation
• 401k matching
• Medical benefits
• Dental benefits
• Vision benefits
• Free fiber services

Primary Responsibilities:

• Manage the activities of call center professionals to ensure consistent customer experience
• Monitor call statistics, call recordings, data entry and written correspondence from customer interactions
• Review and create written procedures
• Review escalated issues to ensure they are handled to Socket’s standards
• Ensure customer communications are documented to Socket’s standards
• Collaborate with Director to ensure adequate staffing across shifts
• Organize and schedule projects to meet deadlines and shifting priorities
• Delegate tasks and projects to agents with clear understanding
• Work with other departments to ensure all escalated calls go to the correct department
• Provide ongoing training and growth opportunities to call center professionals
• Make decisions regarding department staffing
• Develop departmental goals for sales quotas and queue metrics
• Other duties as assigned
• Regular reliable attendance

Skills:

• Management experience
• Experience in managing employees
• At least two years’ related experience in a call center setting
• Technical support experience
• Proficient computer skills
• Excellent written and verbal communication skills
• Multi-tasking
• Ability to prioritize tasks
• Friendly demeanor
• Telephone handling skills
• Retention
• Upselling

Desirable skills:

• Basic math skills
• Reasoning ability
• Previous customer service experience
• Ability to accurately follow directions
• Punctuality

Ready to grow your career and make a real impact? Apply now and join Socket’s team of dedicated professionals committed to exceptional service and innovation!