Customer Care Supervisor

Are you ready to be part of a dynamic and dedicated team? Pinnacle Propane, a leading propane distribution business operating in nine US states, is looking for an enthusiastic Customer Care Supervisor to join our team, TX. At Pinnacle Propane, we are committed to providing exceptional service to our customers and employees.

Why Join Pinnacle Propane?

At Pinnacle Propane, we value our employees and offer a comprehensive benefits package to support your well-being and work-life balance. When you join our team, you'll enjoy:

• Great Benefits: Including medical, vision, dental insurances, amongst others.
• Life Insurance: Financial protection for you and your family.
• Community Volunteering Day: A paid day off to give back to the community and make a difference.
• Paid Time Off: Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
• Retirement Savings Plan: Employer contributions to help you save for the future.

Description:  

The Customer Care Supervisor oversees a team of Customer Care Representatives (CCRs), who are tasked with ensuring that the highest levels of customer service are being delivered within their assigned branch or service center and on every customer call.  The CCS covers an area of several service centers, representing 5-10 CCRs and will be working closely with the field District Managers (DMs), to ensure the local presence and community involvement. They will also partner with the Customer Experience team to drive quality and process improvement initiatives within their functional area. 

Essential Job Functions 

• Manages the day-to-day performance of a team of CCRs ensuring that all customer inquiries are being handled and routed in a timely and successful manner. The work of the CCR focusses on answering calls and generally handling customer inquiries including: 
• Order taking; Customer onboarding; Payment/billing inquiries; Service and delivery appointments; Customer issues and complaints; Follow-up calls to ensure all inquiries and/or issues are resolved; Walk-in customer traffic within a service center or branch  
• Handles escalated customer complaints and ensures ongoing tracking and analysis of all critical issues and resolution results. 
• Accountable for the team's daily call answer rate and first call resolutions 
• Reviews daily, weekly, and monthly performance with their team and Care Manager 
• Anticipates and manages staffing needs and ensures adherence to schedules  
• Monitors and directs the adherence to department policies and procedures  
• Helps to improve ongoing customer service delivery and gain greater efficiencies  
• Identifies and provides training that meets the needs of the CCR 
• Serves as back up for team members in answering calls and handling customer inquiries  
   

Competencies 

• Leadership: must be able to effectively motivate, guide and train direct reports and drive both quality, training and process improvement initiatives. 
• Communication: must be able to effectively communicate with teammates, managers and customers 
• Interpersonal Skills: demonstrates the ability to understand relationship-orientated aspects of social effectiveness and to operate successfully in a variety of social exchanges. Must be empathetic and respectful of the customer’s needs. 
• Teamwork: possesses the ability to work together toward a common vision and collaborate in teams to drive improvements and effectively resolve issues. 

Performance Measurements 

• Consistently delivers quality work, ensuring customer calls are answered and inquiries are resolved in a timely and efficient manner. 
• The management and motivation of team members to deliver on department goals 
• Role model for having a friendly, proactive, “can-do” attitude with customers & colleagues 
• Independently performs tasks of a routine nature 
• Demonstrates appropriate organizational skills 
• Ensures compliance with company policies and procedures 

 
Qualification and Requirements 

Education: High School diploma, GED 

Experience / Abilities: 

• 4-5 years working in a Customer Service role with increasing levels of responsibility, ideally having managed a team of direct reports. 
• Proven ability to effectively train and enthusiastically motivate team members. 
• Effective communication skills and ability to interact with all employees and customers 
• Ability to resolve both customer and employee inquiries while maintaining a professional and calm demeanor 
• Ability to remain organized and focused on attention to detail in a fast-paced growth environment.  
• High level of computer skills, being proficient in MS Office Suite  
• Experience with EPR systems, RCC and/or Salesforce preferred 
• English, fluent proficiency, verbal and written. Knowledge of Spanish an advantage. 

Travel and Hours 

• This position is full-time, standard operating hours 
• Some travel in area may be required with this position as part of support responsibilities across various sites 

 EEO Statement

Pinnacle Propane is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Pinnacle Propane complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action.