CSC Manager

Suburban Propane is seeking a CSC Manager to lead our Customer Service Center supporting residential, commercial, and industrial energy customers. In this role, you will oversee daily CSC operations, ensuring prompt, professional customer service while upholding strict safety and reliability standards. You will coach and develop a team of representatives, manage scheduling and workflow, resolve escalated issues, and collaborate closely with delivery, field service, and HVAC teams.

You will also monitor KPIs, refine processes, and support training to drive service quality, efficiency, and a strong customer-focused culture.

Responsibilities

• Lead and coach CSC team members to meet service, safety, and performance goals
• Oversee daily customer service operations, scheduling, and workflow
• Monitor call quality, response times, and customer satisfaction metrics
• Resolve complex customer issues and escalations promptly and professionally
• Collaborate with field, delivery, and HVAC teams to coordinate service
• Ensure compliance with safety standards, policies, and regulatory requirements
• Analyze CSC performance data to improve processes and efficiency
• Support hiring, onboarding, and ongoing training of CSC staff
• Manage reporting, documentation, and use of CRM/dispatch systems
• Promote a customer-focused, safety-driven, team-oriented culture

Required Skills

• Customer service center management
• Team leadership and coaching
• Contact center operations
• Energy/utility industry knowledge
• CRM and call center software
• Performance metrics and KPI management
• Process improvement
• Conflict resolution and escalation management
• Scheduling and workforce planning
• Regulatory and safety compliance