Supervisor, Customer Service

JOB SUMMARY/PURPOSE

The Supervisor, Customer Serviceis a dynamic leader with a proven track record leading a high performing team of representatives in a contact center environment. The role is responsible for the ongoing development of team members and fostering a culture of continuous improvement that drives best-in-class customer experience.

• Promotes a fair, consistent, and positive work environment that continuously builds team member commitment and trust.
• Facilitates regularly scheduled one‑on‑one meetings, team huddles and performance reviews; skilled in tailoring feedback and delivering tough messages to improve individual performance.
• Drive and measure performance of service and collection teams to meet daily and monthly goals.
• Analyze and interpret data from different sources to find areas of opportunity where coaching can be provided.
• Foster an environment of continuous improvement by evaluating processes and procedures that improve operational effectiveness and efficiency.
• Manage change in a way that reduces the concern experienced by customers, remove roadblocks preventing front line team members from supporting our customers on the first call.
• Provide clear directions to team members to align team with organization strategies and initiatives.
• Identify top talent and conduct interviews for the Customer Support Organization.
• Ability to independently resolve escalated or complex cases and effectively de‑escalate customer calls.
• Model and demonstrate Company values.
• Rotate at the Walk in Centers as needed for coverage and universal skill building.
• Attend Pop Up events in the community as needed.
• Performs related job duties as assigned and required.

• Requires a high school education or GED

• Requires a minimum of 6 years of experience in a customer support setting, including 3 years in a leadership capacity. Experience may run concurrently.

• Experience working in a metrics‑driven environment with responsibility creating and executing plans to achieve desired results.
• Strong written and verbal communication skills to deliver quality interactions.
• Emotional intelligence and empathy skills needed to deliver desired outcomes.
• Strong knowledge of key functional areas including workforce management, performance management, process improvement, quality assurance, contact center technology, and reporting.
• Ability to manage multiple priorities and work effectively in a fast‑paced environment
• Strong leadership skills to effectively oversee, motivate, and inspire a team.
• Excellent communication abilities to interact with both team members, customers and clients.

• None

• Able tooperatea personal computer, eitherdesktopor laptop.
• Able to sit for extended periods of time.
• Able tooperatea copy machine, fax machine, calculator,telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of forcefrequentlyto lift, carry,pushor otherwise move objects.

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately donewhile standing or sitting.
• The ability to comprehend, document, calculate,visualize and analyzearerequired.
• Able to work AM/PM shifts as needed with additional hours as the business demands.

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more…