Customer Experience Supervisor

Title: Customer Experience Supervisor

Location: Brooklyn Heights, OH, US

Workplace Environment: Hybrid

Requisition Number: 30855 

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary: 

The Customer Experience Supervisor (CX Supervisor) demonstrates effective business acumen and leadership skills to directly supervise an assigned team of CX Advocates.  The CX Supervisor ensures his/her team of customer care professionals delivers an excellent quality experience for every step in the customer’s journey.  The CX Supervisor effectively coaches and manages team performance to achieve established key performance measurements and best practices in customer care and efficiency.  The CX Supervisor provides direct oversight, skill/performance development and management, responds to escalated customer complaints, and drives operational effectiveness. 

Key Characteristics: 

• Ability to lead and supervise teams to meet performance objectives/standards; operates with high integrity and creates a trusting, open relationship with staff
• Highly collaborative; readily supports functions across the center and AmeriGas to achieve customer and operational excellence 
• Leads team members to consistently achieve performance excellence; demonstrates positivity and creates a “can do” culture

Duties and Responsibilities: 

• Responsible and accountable for the daily operation and the performance of a team of service professionals to meet and/or exceed operational performance goals. 
• Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.
• Monitors/observes service contacts and activities to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback as well as preparing annual performance evaluations. 
• Delivers/participates in product, process, and service training. 
• Tracks and reports metrics, KPIs, and data as required by leadership. 
• Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
• Contributes to special projects. 
• Proactively engages employees to build positive morale; fosters a fun and productive environment

Knowledge, Skills and Abilities:

• Demonstrated success in service/support operations and direct supervisory responsibilities
• Working knowledge of contact center operations, key performance metrics, and expense management.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
• Excellent verbal and written skills.  Competency in effective business writing.
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.

Education and Experience Required:

• Bachelor’s degree preferred or equivalent call center operations experience.
• Three to five years Contact Center experience with demonstrated capability in leadership roles
• Experience in analysis of performance/operational data.

Working conditions:

• Work occurs inside in a contact center/office environment.
• Must be available to work varying schedules and hours including some weekends and holidays as workload dictates; potential for 24/7/365 day operations in future; available for on-call support as needed.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.  Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

The pay for this position ranges from $70,400.00 to $75,000.00, depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation may include eligibility to earn a performance-based bonus or commissions on completed sales depending on position.

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting.  The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.
Nearest Major Market: Cleveland