Customer Care Operations Supervisor

Location: Hybrid Remote with 2-3 days per week or as needed in Dover, DE office location 

What makes us great

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships. 

 Your role in our success will be…

Leading, planning, monitoring and improving all activities associated with the Customer Care Contact Centers. Handles escalations, performance coaching and evaluations, administrative and ad hoc functions. Significant involvement implementing new technologies and processes, project management, change management, after hours support, supports awareness of products and value of services, training and development activities.

What you’ll be working on…

• Managing teams to efficiently meet customer expectations and resolve inquiries. Managing teams that may include on-site and virtual monitoring and support as appropriate.
• Developing, coaching, mentoring and recognizing Customer Care Leads and Representatives in the delivery of exceptional service quality and performance with a focus on first call resolution and enhanced customer experience.
• Working closely with the Quality Assurance Team in the areas of call monitoring, coaching, mentoring, trending analysis, training and development of the Customer Care Leads and Representatives.
• Supporting and driving the recruiting and hiring processes for Customer Care Leads and Representatives. In addition, may support other areas in hiring/interviewing processes.
• Work effectively with back office, utility operational areas and other departments to ensure efficient workflows, ease of problem identification and resolution. Timely review research and resolving customer inquiries and complaints as dictated by customer need and company policy.
• Work with problem solving mindset, ensuring thorough root cause analysis is completed and mitigation efforts are implemented to reduce/eliminate the issue from arising again
• Ensuring compliance to budget objectives by monitoring and controlling overtime, making suggestions that lead to cost savings, ensuring all calls are handled efficiently reducing overall cost per call and monitoring office supply requests, implementing automation where necessary to reduce cost.
• Ensures team members are meeting/exceeding established department, division and corporate goals.
• Performing all other duties as assigned by Customer Care Manager and/or Director.

Who you are...

• Three to five years of successfully leading teams. Experience working with bargaining union team members and contracts, preferred.
• A background in Customer Care leadership preferred in utilities, billing or finance.
• Associate degree in business or related field.
• Must be detailed oriented, with strong analytical skills.
• Excellent communication skills (verbal and written)
• Ability to interpret and apply policy.
• Strong organizational, interpersonal and problem-solving skills.
• Familiarity with Project Management and Change Management.
• Experience with Call Center Systems and monitoring tools (e.g. SAP, IEX, CMS, OMS, Five-9 phone system, call recording, supervisor and Clearview Dashboards, etc.) desired.
• Resourcefulness and ability to work with limited supervision.
• Ability to meet deadlines and drive business results.
• Live within 1 hour or less of our Dover, DE office.

 Working Conditions

• Ability and willingness to work extended hours, non-standard hours, and on-call responsibility, as required.
• Valid Driver’s License
• Ability to travel as business needs require

Benefits/what’s in it for you?

• Competitive base salary.
• Fantastic opportunities for career growth.
• Cooperative, supportive and empowered team atmosphere.
• Annual bonus and salary increase opportunities.
• Quarterly recognition events.
• Wellness initiatives and community events.
• Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time!
• Position reports to our Dover, DE office but is subject to hybrid or work from home as business needs dictate.
• Travel to the other offices may be required throughout the year for in-person meetings and other business needs.

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email human_resources@chpk.com or Ruth Warner, Director, Human Resources Operations at rwarner@chpk.com.