Customer Service Supervisor

Nexus Water Group is a leading regulated water and wastewater utility serving more than 1.3 million people across 12 U.S. states and 2 Canadian provinces. “Nexus” means connection. Through the essential water and wastewater services we deliver, we have a very personal connection to the people, businesses, and communities we serve. This is why our operations are locally led and managed. Every day, over 1,200 professionals deliver vital, safe, and reliable service through over 670 water systems and 360 wastewater systems. Overview Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving. This position will serve as the primary contact for problem resolution and information gathering regarding customer inquiries. Work Location and Schedule This role is a hybrid position working out of our Sugar Land, TX office Tuesday - Thursday and remote Monday and Friday's. What You’ll Do Monitors appropriate usage of overtime by the customer contact center staff and follows policy regarding overtime. Ensure employees adhere to work schedules. Provides monthly and real-time coaching to employees for development and to build job knowledge. Ensures employees receive appropriate training and other resources to perform their jobs. Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis. Identifies and informs management of trends by reviewing, analyzing and summarizing special reports. Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested. Creates and maintains a high-quality work environment so team members are motivated to perform at their best level. Addresses disciplinary and/or performance problems according to Company policy. Implements work procedures and processes that support Company and departmental standards, procedures and strategic directives. Develops written training material for employees and trains during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions What You’ll Bring Experience Requires a minimum of 5 years’ experience in a contact center environment or related area. Familiar with standard concepts, practices and procedures related to customer service. Nice To Have Associates Degree in accounting, business administration or another business-related field is preferred. 2 years of previous supervisory experience. Experience in a public utility customer service work is highly desirable. Knowledge, Skills and Abilities Extensive customer service experience Ability to mentor, coach and develop staff High degree of analytical skills Strong oral and written communication skills Proficient in Microsoft applications: Word, Excel and PowerPoint Utility Industry experience is a plus SAP CRM experience is a plus This role is primarily performed in a professional office environment and involves extended periods if desk-based work, sustained mental focus, and frequent use of computers and standard office equipment. The position includes regular collaboration through virtual and in-person meetings, minimal physical exertion, and occasional lifting of light office materials. The work environment is typically climate controlled with limited travel required on an occasional basis. About Our Company We are a proud 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, protected veteran status or any characteristic or condition protected by Federal, state, or local law. We are an E-Verify participating employer. #J-18808-Ljbffr