Customer Care Supervisor

Position SummaryThe Customer Care Supervisor is responsible for leading their designated area Customer Service team. This role is skilledin performing all the duties of a Customer Care Representative and will ensure exemplary customer service is provided tocustomers from all levels. This role acts as a lead for the customer service roles in their assigned locations/area. This rolemay provide back-up to the Customer Care Representatives to cover the office during busy times or on an as needed basis.This role will be responsible for the training and development of the Customer Service teams within their assignedlocations. Duties include verifying that all information has been entered, uploaded and applied correctly, providingaccount cleanup, resolving discrepancies and verifying transactions on a weekly basis. This role includes monthlyreporting, as well as office administration responsibilities and assisting with special projects as assigned. This role requiresdaily onsite presence in a local office. Reporting to the Area Manager, this role also has a direct reporting line to the CXDepartment for approved processes, training and metrics goals.Core Duties / Key ResponsibilitiesCustomer Service - The primary responsibility for all members of the customer service team is to provide exceptional customer service to all customers through both phone and personal contact. The CCS must be knowledgeable of product and service offerings and able to train the CCRs in how to explain such offerings to customers and how to actively upsell or cross-sell when appropriate. The CCS must be an expert in order taking, transaction processing, and resolving or escalating customer inquiries and/or complaints as needed. May need to determine if service requests are within the scope of work performed. Resolving Discrepancies and Account Issues - The CCS is responsible to run the unapplied report weekly and resolve statement discrepancies on an as needed basis.Reporting and Auditing - Run and audit weekly, monthly, quarterly and annual reports. Must run, review and take corrective action on unapplied report weekly, verify the month-end reporting and verify the monthly packets following CDC completion, and run & take corrective action on the monthly budget report.Commercial A/R Collections - Must regularly coordinate A/R collection activity, keeping receivable balances to target levels and handle billing inquiries.Training and Development - With the assistance of the CX Training Team, CCS is responsible for the training and development of the local area customer service team.Employee/Staff development - recruit, train and mentor the customer service representatives. Conduct annual performance reviews, handle employee issues and manage disciplinary action as necessary.CSS Job TasksProvide back-up phone support to CCRs on an as needed basis. Phones should be answered within 1-3 rings whenever possible.Account cleanupData entry back upResolve issues when CSR and CDCs are unable to process paymentsRun budget report each monthWork with Accounting on GL entriesManage team to work through month end and busy seasonSpecial Projects as neededMust be capable of performing all duties of the CCR and provide back-up assistance or coverage on an as-needed basisPosition Qualifications Experience/EducationRequired Education: High School Diploma / GEDRequired Work Experience:4+ years of proven work experience in customer service or inside salesMinimum 5 years in an office environment preferredRequired Knowledge/Skills/Abilities Microsoft Applications: Intermediate to advanced functionality (in particular, Word, Excel and Outlook)Additional Technology: Excellent phone skills and computer literacyTravel: Within assigned territory only; must be able to drive to alternate locations to train.Communication: Exceptional verbal and written communication skills requiredAdditional Requirements:Must be able to work independently and effectively manage timeTake responsibility regarding all aspects of daily tasks and actionsStrong Data Entry SkillsEnsure all daily work is completed in a timely and accurate mannerAbility to flourish with minimal guidance, be a proactive initiatorAbility to develop strong customer relationshipsStrong organizational skills and attention to detailAbility to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessaryEffectively collaborate with leadership and employees to establish goals and standardsDemonstrate a strong commitment to customer service and safetyExcellent background in employee management and training techniquesAbility to be a positive representative of the Company both internally and externallyAbility to always work with respect and cooperation with fellow employees and customers. Maintain professionalism, integrity, security, image and confidentiality of information and records as required by the positionAttend all safety meetings, training and/or in-servicesComplete all PERC and other online training in a timely mannerDaily attendance at the worksite is requiredPhysical/Working RequirementsThe work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is:This position requires you to work from an office environment; this is not a hybrid or remote position.Prolonged sitting at a desk and working on a computer.Must be able to position, transport, lift and/or move up to 15 pounds at a time.Stand, walk, move across large areas.Stoop, kneel, crouch, or crawl or otherwise reach into confined spaces.Communicate with and exchange information verbally and in writing.Move about in an office environment.Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.The noise level in the work environment is usually moderate.ScopeDirect Reports: up to 7 EmployeesTotal Organization Employees: ~ 900Total Organization States: 21This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide the employee with a general sense of the responsibilities and expectations of his/her position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. As the nature of business demands change so, too, may the essential functions of this position.DCC Propane is an equal opportunity employer. We value diversity and inclusion at our company. We do not discriminate on the basis of race, color, religion, age, national origin, gender, gender identity, sexual orientation, marital status, veteran status, military status or disability status