Supervisor, Customer Service

Job description

Who We Are Nexus Water Group is a leading regulated water and wastewater utility serving more than 1.3 million people across 12 U.S. states and 2 Canadian provinces. “Nexus” means connection. Through the essential water and wastewater services we deliver, we have a very personal connection to the people, businesses, and communities we serve. This is why our operations are locally led and managed. Every day, over 1,200 professionals deliver vital, safe, and reliable service through over 670 water systems and 360 wastewater systems. What We Offer Paid Time Off: Starting at 3 weeks annually along with 11 company-paid holidays. Health and Wellness Benefits: The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. 401(k) Program with Matching Contribution: We offer a 100% match on contributions up to 4% of your salary, plus an additional 3% employer contribution. Grow With Us: Professional development opportunities through training, professional certifications, and education allowance. Additional Benefits: Other great benefits include company provided life insurance and Employee Assistance Program just to name a few. Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization Position Overview The Role We have an opportunity for a Supervisor, Customer Service . Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving. This position will serve as the primary contact for problem resolution and information gathering regarding customer inquiries. Work Location and Schedule Primarily based at our Altamonte Springs, FL office, hybrid work schedule. What You'll Do Monitors appropriate usage of overtime by the customer contact center staff and follows policy regarding overtime. Ensure employees adhere to work schedules. • Provides monthly and real-time coaching to employees for development and to build job knowledge. Ensures employees receive appropriate training and other resources to perform their jobs. Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis. Identifies and informs management of trends by reviewing, analyzing and summarizing special reports. Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested. Creates and maintains a high-quality work environment so team members are motivated to perform at their best level. Addresses disciplinary and/or performance problems according to Company policy. Implements work procedures and processes that support Company and departmental standards, procedures and strategic directives. Develops written training material for employees and trains during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers. Other duties as assigned. What You'll Bring Knowledge, Skills, and Abilities Extensive customer service experience Conflict resolution skills Ability to mentor, coach and develop staff High degree of analytical skills Strong oral and written communication skills Education & Experience Associates Degree in accounting, business administration or another business-related field is preferred. Requires a minimum of 5 years’ experience in a contact center environment or related area. Familiar with standard concepts, practices and procedures related to customer service. 2 years of previous supervisory experience. Experience in a public utility customer service work is highly desirable. Work Environment and Conditions Physical Exertion Light to moderate levels of physical activity on an occasional to regular basis. Little to no travel required. Usage of PC and/or laptop, copy machine, telephone, and other general office equipment. Mental / Sensory Exertion May require moderate intervals of mental focus or sensory effort for length of time greater than 4 hours. Occasional mental exertion and time spent interacting or collaborating with internal team members and/or external stakeholders. Expends mental effort into communicating and persuading others. Moderate degree of mental focus solving non-routine problems About Our Company We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law. We are an E-Verify participating employer.