Customer Care Supervisor

HRSD Customer Care Center is seeking an energetic, flexible, and team-focused Front-Line Customer Care Supervisor for the Contact Center team (23). Normal business hours are Monday through Friday, full-time with flexible hours between 7:45 AM and 5:15 PM based on team support needed; HRSD is closed on holidays. Hybrid remote work from home environment to include both in-person office work, and flexible Work from Home (WFH) arrangements as appropriate. (typically, 3 days a week in office) Call Center team Representatives work remotely from home unless there is a business need otherwise. HRSD business needs are subject to change and will dictate the work location. The Call Center team delivers information regarding accounts, payments, billing, and general customer service inquiries to approximately 500,000 HRSD customers. Call Center Representatives handle 15,000-18,000 customer interactions monthly via phone, email, and chat interactions. The successful candidate for the Customer Care Supervisor role for the Call Center team will possess strong experience in front-line call center leadership including monitoring performance metrics and accountability, training, and coaching, as well as team development and motivation to maintain a high level of service and quality for our customers.

Under broad guidance, the Customer Care Supervisor is responsible for overseeing daily operations for the assigned functional area. Position will maximize team utilization to ensure performance objectives support satisfactory ongoing operations and quality customer service standards are met. HRSD handles ~500,000 active customer accounts for 20 counties and cities throughout HRSD’s service area. Customer Care processes daily inquiries supporting customers and locality partners (jurisdictions) throughout the region. 

Education Required

• Associate’s degree in business administration or equivalent relevant education

Desired

• Bachelor’s degree in business administration preferred or equivalent relevant education

Experience Required 

• 4 years progressive experience in customer service leadership, mission critical time sensitive work, statistical analysis, related internal controls and office operations

• Demonstrated team leadership experience including conflict resolution, decision-making, quality assurance, team performance and relationship management 

Desired

• Supervisory experience in assigned functional area or accounting experience in customer accounts receivable and production billing systems

• 1 year supervising multiple concurrent projects 

• Proven ability to evaluate the cross-functional implications of new technology solutions

Licenses and Certifications Requirements

• Valid driver’s license from state of residence

Additional DetailsHRSD is committed to being an equal opportunity employer. HRSD does not discriminate against individuals in employment on the basis of race, sex, including sexual orientation, pregnancy, religion, color, national origin, age, disability, military or veteran status, genetic information, engaging in protected activity or any additional protected characteristics recognized by federal, state and local law. HRSD is a Drug Free Workplace.