Customer Care Supervisor

Position Summary

The Customer Care Supervisor is responsible for leading their designated area Customer Service team. This role is skilled

in performing all the duties of a Customer Care Representative and will ensure exemplary customer service is provided to

customers from all levels. This role acts as a lead for the customer service roles in their assigned locations / area. This role

may 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 assigned

locations. Duties include verifying that all information has been entered, uploaded and applied correctly, providing

account cleanup, resolving discrepancies and verifying transactions on a weekly basis. This role includes monthly

reporting, as well as office administration responsibilities and assisting with special projects as assigned. This role requires

daily onsite presence in a local office. Reporting to the Area Manager, this role also has a direct reporting line to the CX

Department for approved processes, training and metrics goals.

Core Duties / Key Responsibilities

• Customer 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.

resolve statement discrepancies on an as needed basis.

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.

target levels and handle billing inquiries.

development of the local area customer service team.

performance reviews, handle employee issues and manage disciplinary action as necessary.

CSS Job Tasks :

whenever possible.

basis

Position Qualifications :

Required Education : High School Diploma / GED

4+ years of proven work experience in customer service or inside sales

Required Knowledge / Skills / Abilities

Must be able to work independently and effectively manage time

Physical / Working Requirements

The 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 :

and ability to adjust focus.

Scope

This 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