Contact Center Supervisor

Job Description

Job Description

Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America’s Best Small Employers.

Summit is a growing natural gas utility providing safe, reliable, and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri, Oklahoma, and Texas. Being part of the Summit team means embracing excellence and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers, and the communities where we live. We aim to bring warmth and energy to everything we do.

We have an exciting hybrid opportunity for a Contact Center Supervisor based in Fort Smith, Little Rock, or Fayetteville, Arkansas.

POSITION SUMMARY

The Contact Center Supervisor provides front-line, first-level leadership and oversight for Contact Center Customer Service Representatives (CSRs), with a focus on delivering exceptional customer service. This role promotes team collaboration and cohesiveness across both on-site and remote staff while fostering a positive, engaged, and high-performing work environment.

The Supervisor is responsible for coaching, mentoring, and developing CSRs to enhance individual performance, support professional growth, and reinforce a strong culture of employee engagement. Through regular feedback, performance management, and skill development, the Supervisor ensures team members are equipped to meet service and quality expectations.

In collaboration with Workforce Management, the Supervisor supports effective staffing strategies by reinforcing proper time management, schedule adherence, and availability to meet operational needs. The Supervisor ensures accurate, timely, and professional responses to customer inquiries related to natural gas services, in compliance with approved policies, procedures, and regulations established by Stater Regulatory Commissions.

PRIMARY DUTIES AND RESPONSIBILITIES

• Provide daily supervisory oversight and support to Customer Service Representatives (CSRs) and Team Leads, ensuring adherence to schedules and sustained productivity across all contact channels.
• Support real-time monitoring of customer interactions to ensure appropriate resource allocation and balanced coverage across all contact channels.
• Partner with Workforce Management to ensure service level objectives are met by implementing staffing adjustments as needed and reinforcing schedule adherence.
• Reinforce compliance with established quality standards, policies, and procedures.
• Respond to complex customer inquiries across multiple channels and provide support for escalated cases as necessary.
• Handle escalated customer calls professionally and effectively to achieve timely resolution.
• Monitor, track, and report daily key performance indicators (KPIs) in accordance with management direction.
• Identify and escalate CSR needs and operational challenges to leadership, facilitating prompt resolution and continuous improvement.
• Conduct regular one-on-one coaching sessions and review the PEAKS Performance Scorecard with CSRs on a bimonthly basis to support performance development and engagement.
• Review and approve biweekly time and attendance submissions in accordance with company policy.
• Provide mentorship, guidance, and ongoing development support to Team Leads.
• Prepare and deliver annual performance evaluations in alignment with organizational performance management standards.
• Perform additional duties and responsibilities as assigned.

EDUCATION AND WORK EXPERIENCE

• High school diploma or equivalent work experience required
• College Degree preferred
• Experience in a regulated utility industry is preferred, but candidates with strong leadership and customer service backgrounds from other industries are encouraged to apply.

KNOWLEDGE, SKILLS, ABILITIES

• Demonstrated knowledge of customer service operations, billing processes, and customer account or service support functions.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Experience with SAP or similar enterprise resource planning (ERP) systems preferred.
• Ability to collaborate effectively across departments and organizational levels to achieve shared business objectives.
• Strong team‑oriented mindset with the ability to foster collaboration and support a positive work environment.
• Excellent interpersonal and communication skills, including active listening, clear verbal and non‑verbal communication, conflict resolution, and stress management.
• Strong analytical, problem‑solving, and decision‑making abilities in a fast‑paced operational environment.
• Proven ability to manage multiple priorities simultaneously while maintaining accuracy, efficiency, and attention to detail.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.

Summit Utilities, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status and will not be discriminated against on the basis of disability or veteran status.