Customer Care Supervisor

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time OPEX Midland, TX, US

Are you ready to be part of a dynamic and dedicated team? Pinnacle Propane, a leading propane distribution business operating in 9 US states, is seeking an enthusiastic Customer Care Supervisor to join our team in Midland, TX. At Pinnacle Propane, we are committed to providing exceptional service to our customers and employees.

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, and dental insurance, among 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.

The Customer Care Supervisor is accountable for the day-to-day performance, quality, and service delivery of a team of Customer Care Representatives (CCRs) across an assigned group of service centers or branches, ensuring every customer call, order, and inquiry is handled promptly, professionally, and accurately. This role leads and develops CCRs, partners closely with field

Territory Directors(TDs) to maintain local presence
and community engagement, and collaborates with the Customer Care Program team to drive quality assurance and continuous process improvement within the functional area. The ideal candidate combines strong leadership with hands-on customer service experience; the ability to train, instill confidence, and support individual growth; a data-driven approach to performance management; and a genuine commitment to delivering an exceptional customer experience.

• Manage the day-to-day performance of a team of CCRs, ensuring all customer inquiries, including order taking, customer onboarding, payment/billing questions, service and delivery scheduling, complaints, and walk-in traffic, are handled and routed accurately and in a timely manner.
• Accountable for the team's daily call answer rate to the goal of 95% of calls answered within 30 seconds, first-call resolution, and overall service level goals.
• Review daily, weekly, and monthly performance metrics with CCRs and the Customer Care Manager, and set clear, measurable performance expectations.
• Anticipate and manage staffing needs, build and adjust schedules, and ensure adherence to scheduled hours, including seasonal peak-demand periods.
• Address performance issues promptly, coach team members toward improvement, and support corrective action when necessary.
• Serve as a backup to the team, answering calls and handling customer inquiries during periods of high call volume or staffing shortages.

• Handle escalated customer complaints, ensuring thorough tracking, analysis, and resolution of all critical issues.
• Partner with field Territory Directors and Operations Managers to maintain a strong local presence, community involvement, and alignment between the branch/service center and the customer care team.
• Monitor and direct adherence to department policies, procedures, and customer service standards across all channels, including phone, email, and walk-in traffic.
• Identify recurring service issues and work cross-functionally with Customer Care Program leadership to resolve root causes and improve the overall customer experience.
• Support key accounts and high-priority service requests to help ensure timely completion of orders, deliveries, and service commitments.

• Identify and deliver training that meets the ongoing development needs of CCRs, including onboarding of new hires and continuing education on systems, products, and customer service best…