Customer Care Supervisor

Position Summary The Customer Care Supervisor is responsible for leading the designated area Customer Service team. This role is skilled in performing all duties of a Customer Care Representative and will ensure exemplary customer service is provided to customers from all levels. The supervisor acts as a lead for customer service roles in assigned locations/area and may provide back‑up to Customer Care Representatives during busy times or as needed. The role will be responsible for training and development of the Customer Service teams within the assigned locations. Duties include verifying that all information has been entered, uploaded and applied correctly; providing account cleanup, resolving discrepancies and verifying transactions on a weekly basis; monthly reporting; office administration; and assisting with special projects as assigned. This role requires daily onsite presence in a local office. The supervisor reports to the Area Manager and also has a direct reporting line to the CX Department for approved processes, training and metrics goals. Core Duties / Key Responsibilities Provide exceptional customer service to all customers through phone and personal contact. Be knowledgeable of product and service offerings, train CCRs on how to explain and upsell or cross‑sell as appropriate. Be an expert in order taking, transaction processing, and resolving or escalating inquiries and complaints. Determine if service requests are within scope of work. Resolve discrepancies and account issues by running the unapplied report weekly and addressing statement discrepancies as needed. Run and audit weekly, monthly, quarterly and annual reports; review and take corrective action on unapplied report and monthly budget report. Coordinate A/R collection activity to keep receivable balances at target levels and handle billing inquiries. Work with CX Training Team to train and develop local team. Recruit, train, mentor representatives; conduct annual performance reviews, manage employee issues and disciplinary action. CSS Job Tasks Provide back‑up phone support to CCRs on an as‑needed basis; answer calls within 1‑3 rings whenever possible. Account cleanup and data entry backup. Resolve issues when CSR and CDCs cannot process payments. Run budget report each month. Work with Accounting on GL entries. Manage team through month end and busy season. Participate in special projects as needed. Perform all duties of the CCR and provide coverage as needed. Position Qualifications Experience / Education Required Education: High School Diploma / GED Required Work Experience: 4+ years in customer service or inside sales. Minimum 5 years in an office environment preferred. Required Knowledge / Skills / Abilities Microsoft Applications: Intermediate to advanced in Word, Excel, Outlook. Excellent phone skills and computer literacy. Travel within assigned territory; able to drive to alternate locations for training. Exceptional verbal and written communication skills. Work independently, manage time, take responsibility for daily tasks. Strong data entry skills; complete all daily work accurately. Proactive initiator; develop strong customer relationships. Strong organizational skills and attention to detail; maintain stability under pressure and be flexible. Collaborate with leadership and staff to establish goals and standards. Demonstrate commitment to customer service and safety. Background in employee management and training techniques. Positive representative of the company internally and externally. Respectful, cooperative, professional, integrity, security and confidentiality of records. Attend safety meetings and complete PERC and other online training promptly. Daily attendance at worksite required. Physical / Working Requirements Work from office (not hybrid or remote). Prolonged sitting at a desk and computer work. Transport, lift or move up to 15 pounds. Stand, walk, move across large areas. Stoop, kneel, crouch, crawl or reach into confined spaces. Communicate verbally and in writing. Move about in an office environment. Vision: close, distance, peripheral, depth perception; adjust focus. Noise level usually moderate. Scope Direct reports: up to 7 employees. Total organization employees: ~900. Total organization states: 21. This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide a general sense of responsibilities and expectations. It is not an exhaustive list of qualifications, skills, duties, responsibilities or working conditions. DCC Propane is an equal‑opportunity employer. We value diversity and inclusion at our company and do not discriminate on the basis of race, color, religion, age, national origin, gender, gender identity, sexual orientation, marital status, veteran status, military status or disability status. #J-18808-Ljbffr