CSC Manager

Suburban Propane is seeking a CSC Manager to lead our Customer Service Center supporting residential, commercial, and industrial propane and energy customers. In this role, you'll oversee daily CSC operations, ensuring safe, reliable, and customer-focused service. You will supervise and develop a team of representatives, monitor KPIs, manage escalations, and coordinate closely with field operations, logistics, and sales. Ideal candidates bring strong contact center leadership, experience with CRM systems, and a commitment to safety, teamwork, and continuous improvement.

Responsibilities

• Oversee daily operations of the customer service center supporting propane and energy customers
• Lead, coach, and develop CSC representatives to meet service and performance goals
• Monitor call quality, response times, and customer satisfaction metrics
• Ensure compliance with safety, regulatory, and company policies
• Analyze volume, staffing, and workflows to optimize efficiency
• Collaborate with field operations, sales, and logistics to resolve issues
• Handle complex customer escalations and service concerns
• Use CRM and related systems to track activities and performance
• Prepare reports on service levels, KPIs, and improvement initiatives
• Support training, process updates, and continuous improvement projects

Required Skills

• Contact center management
• Customer service operations
• Team leadership and coaching
• KPI and performance management
• CRM and call center software
• Workforce planning and scheduling
• Complaint and escalation resolution
• Process improvement
• Energy/utilities industry knowledge
• Regulatory and safety compliance