The McPherson Companies
General Summary:
The Fuel Customer Experience Supervisor will lead staff of 3 billing coordinators with an inbound call center by monitoring the phone queue, handling escalated phone calls, and staffing the department as necessary. The Customer Experience Supervisor will be responsible for facilitating any escalated customer calls, providing representative support, and meeting service levels on order escalations, faxes, and mail while ensuring KPI goals are met. Will be accountable for administering fuel customer billing and accounting activities within company policies and procedures and performs any combination of calculating, verifying, and posting for use in maintaining billing and accounting records. The Customer Experience Supervisor will also be responsible for acting as a subject matter expert.
Primary Responsibilities and Duties:
- Increased responsibility with the Customer Experience team as a main point of contact for help on sales orders, billing, new customer setup, portal support, JDE assistance, and research and problem resolution.
- Escalation points for the team when customer issues need to be escalated for a manager to address.
- Serve as a backup to produce reporting and understand reports for weekly and monthly meetings.
- Ability to conduct meetings with the team on a weekly basis to review stats and items that have come up from the prior week that need discussed in a group setting.
- Ability to review stats/metrics and address any items pressing for the department.
- Point of contact for internal departments and customers.
- Assist other MOP team members or customers, in place of the Manager, when needed for urgent matters.
- Address challenging customers and problems that require escalation outside of the department.
- Handle escalated phone calls from the customer service representatives and other departments to bring customer concerns and issues to resolution.
- Oversee training of new hires as well as any ongoing training with current team members.
- Share job knowledge and best practices with representatives for their continued development.
- Ensure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to representatives.
- Resolve escalated calls, complex transactions and critically time sensitive problems in order to support.
- Ensure that all employees maintain schedule adherence, including arrival, breaks and lunch schedules.
- Provides direct communication to department management to identify areas of opportunity.
- Assist management with additional duties as assigned, specifically special projects as they arise.
Position Requirements:
- Bachelor’s degree from a four-year college or university is preferred
- Minimum of five years of customer service experience.
- At least 3 years of supervisory experience, preferably in a call center.
- Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met.
- Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment.
- Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency.
- Excellent verbal and written communication skills and good telephone techniques.
- Demonstrated ability to look for ways to improve and promote quality.
- High level of computer aptitude with Microsoft Office Products and ERP system JD Edwards preferred.
- Ability to communicate effectively across all levels.
- Ability to make independent fact-based decisions in a quick and responsive manner with minimal supervision.
- Willing to work nights and weekends as the schedule and business needs dictate.
Position Competencies:
- Ability to establish priorities, work independently, and achieve department objectives.
- Ability to create and maintain a positive work environment and culture.
- Strong leadership skills with the ability to develop and motivate a team.
- Ability to make independent fact-based decisions in a quick and responsive manner with little to no supervision.
- Experience with hiring, coaching, training, and managing individuals in your department.
- Proven experience identifying problems of varying complexities and finding effective solutions with few guidelines.
- Strong organizational skills, multi-tasking, problem-solving, troubleshooting, and time management skills with attention to detail.
- Must be team-oriented, highly organized, detail-oriented, and have successfully demonstrated the ability to manage multiple priorities.
- Demonstrate a professional and positive attitude in all internal and external customer interactions.
- Self-starter and independent thinker with the ability to take initiative and make sound decisions.
- Responsive to the needs of internal and external customers with a sense of urgency and commitment to follow up.
- Solid customer experience skills and ability to build value-added relationships.
Working Conditions:
The work of this position is performed in a controlled office environment. This position requires the ability to work under pressure and communicate with a diverse population including other employees, customers, vendors, etc. This position also requires prolonged periods of sitting in a regular seated position as well as the use of general office equipment including phones, printers, computers, (mouse, keyboard, etc.)
The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.
The McPherson Companies, Inc. is an Equal Opportunity Employer – M/F/Vets/Disabled.
Equal employment opportunity, including veterans and individuals with disabilities.
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