Regional Customer Experience Supervisor

Job Description

Job Description

Position SummaryThe Regional Customer Experience Supervisor is responsible for driving customer service execution, technical competency, customer engagement quality, and operational consistency across all customer care functions within the assigned Region. This role provides direct supervision of the Regional Sales Associate (RSA) and dotted line oversight, coaching, and competency management for all Customer Care Representatives (CCRs) and Customer Care Supervisors (CCSs) within the Region.Reporting directly to the Regional Director, this role partners closely with Area Managers to ensure customer care employees are properly trained, following approved operating procedures, effectively utilizing Company systems and tools, and delivering a consistent and professional customer experience.This role is responsible for evaluating live and recorded customer interactions, identifying coaching opportunities, developing training plans, improving customer handling skills, and ensuring adherence to operational expectations including RCC utilization, DASH pricing execution, Red Yellow Green (RYG) outbound calling expectations, account setup accuracy, and customer retention initiatives.Core Duties / Key ResponsibilitiesCustomer Experience Leadership - Drive consistent execution of customer service standards across the Region while ensuring professional, timely, and effective customer interactions across all offices.Dotted Line Oversight of CCRs and CCSs - Provide functional oversight, coaching, accountability, and performance guidance to all CCRs and CCSs within the Region in partnership with Area Managers.Direct Oversight of RSA - Directly supervise the Regional Sales Associate including daily execution, training, outbound activity expectations, reporting, and development.RCC System Competency - Ensure CCRs and CCSs effectively utilize RCC for order entry, routing coordination, scheduling visibility, account maintenance, service setup, customer notes, and customer communication accuracy.DASH Utilization - Train and coach customer care teams on proper use of DASH including pricing execution, customer setup, retention efforts, pricing consistency, margin discipline, and documentation standards.RYG Outbound Calling Execution - Monitor and drive Red Yellow Green outbound calling activity to ensure customer contact expectations are met and outbound efforts support customer retention, capacity planning, and gallon growth objectives.Call Monitoring and Coaching - Conduct regular live call listening and recorded call evaluations to assess communication effectiveness, professionalism, accuracy, customer handling ability, and adherence to approved procedures.Soft Skills Development - Coach employees on customer interaction skills including active listening, professionalism, de-escalation, empathy, confidence, customer education, and conflict resolution.Technical Skills Development - Develop and reinforce employee competency in operational processes, customer account management, pricing procedures, system navigation, order handling, service coordination, and outbound call execution.Training and Development - Coordinate onboarding, refresher training, process reinforcement, and skills development for customer care employees throughout the Region.Performance Assessments - Conduct competency reviews and performance assessments related to customer service quality, process compliance, productivity, and operational accuracy.Quality Assurance - Audit customer interactions, account setup accuracy, pricing consistency, customer notes, documentation quality, and transactional execution to identify gaps and corrective actions.RingCentral Contact Center Expertise - Develop and maintain advanced knowledge of the RingCentral phone and contact center platform, serving as a subject matter expert on call routing, queue configuration, IVR design, call flow optimization, system functionality, reporting, data extraction, analytics, and process automation to support operational efficiency, customer experience, and business objectives.Position QualificationsExperience/EducationRequired Work Experience:Minimum 5 years of customer service, customer care, dispatch, or inside sales experienceMinimum 3 years of leadership, coaching, training, or supervisory experience preferredRequired Knowledge/Skills/AbilitiesMicrosoft Applications: Moderate to advanced functionality (in particular, Word, Excel and Outlook)Additional Technology: Exceptional phone skills and computer literacyTravel: Daily onsite presence required with regular regional travelCommunication: Exceptional verbal and written communication skills requiredAdditional Requirements:Strong leadership and coaching abilitiesStrong customer service and conflict resolution skillsAbility to effectively evaluate employee performance and competencyStrong organizational skills and attention to detailAbility to work collaboratively with Area Managers and Regional leadershipStrong listening and communication evaluation skillsAbility to identify operational gaps and implement corrective actionsAbility to train employees on operational systems and proceduresComplete all required Company and PERC training in a timely mannerDaily onsite presence required with regular regional travel.Physical/Working RequirementsThe work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be available to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is:This position requires you to work from an office environment;Prolonged sitting at a desk and working on a computer;Stoop, kneel, crouch, or crawl or otherwise reach into confined spaces;Communicate with and exchange information verbally and in writing;Move about in an office environment;The noise level in the work environment is usually moderateScopeDirect Reports: Regional Sales Associate(s)Dotted Line Oversight: All CCRs and CCSs within assigned RegionTotal Organization Employees: ~850Total Organization States: 20Total Organization Regions/Markets: 4This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide the employee with a general sense of the responsibilities and expectations of his/her position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. As the nature of business demands change so, too, may the essential functions of this position.DCC Propane is an equal opportunity employer. We value diversity and inclusion at our company. We 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.