Job Description

The Customer Care Supervisor is responsible for leading their designated area Customer Service team. This role is skilled in performing all the duties of a Customer Care Representative and will ensure exemplary customer service is provided to customers from all levels. This role acts as a lead for the customer service roles in their assigned locations/area. This role may provide back-up to the Customer Care Representatives to cover the office during busy times or on an as needed basis. This role will be responsible for the training and development of the Customer Service teams within their 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. This role includes monthly reporting, as well as office administration responsibilities and assisting with special projects as assigned. This role requires daily onsite presence in a local office. Reporting to the Area Manager, this role also has a direct reporting line to the CX Department for approved processes, training and metrics goals. Duties and Responsibilities: * Customer Service - The primary responsibility for all members of the customer service team is to provide exceptional customer service to all customers through both phone and personal contact. The CCS must be knowledgeable of product and service offerings and able to train the CCRs in how to explain such offerings to customers and how to actively upsell or cross-sell when appropriate. The CCS must be an expert in order taking, transaction processing, and resolving or escalating customer inquiries and/or complaints as needed. May need to determine if service requests are within the scope of work performed. * Resolving Discrepancies and Account Issues - The CCS is responsible to run the unapplied report weekly and resolve statement discrepancies on an as needed basis. * Reporting and Auditing - Run and audit weekly, monthly, quarterly and annual reports. Must run, review and take corrective action on unapplied report weekly, verify the month-end reporting and verify the monthly packets following CDC completion, and run & take corrective action on the monthly budget report. * Commercial A/R Collections - Must regularly coordinate A/R collection activity, keeping receivable balances to target levels and handle billing inquiries. * Training and Development - With the assistance of the CX Training Team, CCS is responsible for the training and development of the local area customer service team. * Employee/Staff development - recruit, train and mentor the customer service representatives. Conduct annual performance reviews, handle employee issues and manage disciplinary action as necessary * Qualifications: Knowledge, Skills and Abilities

• Must be able to work independently and effectively manage time
• Take responsibility regarding all aspects of daily tasks and actions
• Strong Data Entry Skills
• Ensure all daily work is completed in a timely and accurate manner
• Ability to flourish with minimal guidance, be a proactive initiator
• Ability to develop strong customer relationships
• Strong organizational skills and attention to detail
• Ability to maintain stability under pressure and be flexible and willing to modify plans

and behavior when necessary * Effectively collaborate with leadership and employees to establish goals and standards

• Demonstrate a strong commitment to customer service and safety
• Excellent background in employee management and training techniques
• Ability to be a positive representative of the Company both internally and externally
• Ability to always work with respect and cooperation with fellow employees and

customers. Maintain professionalism, integrity, security, image and confidentiality of information and records as required by the position

• Attend all safety meetings, training and/or in-services
• Complete all PERC and other online training in a timely manner
• Daily attendance at the worksite is required

Experience/Education:

• High school diploma / GED is required.
• Minimum of 5 years of experience in an office environment preferred.
• Customer service management experience preferred.

Travel: Travel up to 20% of the time. Physical Requirements: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this Job, the employee is regularly required to:
• Sit for extended periods of time, stand, walk, bend, crouch, squat, and twist on occasion.
• Perform light lifting of supplies and materials from time to time.
• Communicate with and exchange information verbally and in writing.
• Move about in an office environment.
• Work using repetitive motion.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Work requires physical efforts associated with using the computer and phones to access information.

Working Environment: The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is:

• Regularly in an office environment.
• Regularly interrupted to meet the needs and requests of fellow employees and/or customers.
• Regularly required to manage a number of tasks at one time.
• Regularly experience a busy environment that will require excellent organizational and time and stress management skills.
• Regularly exposed to sensory demands due to excessive computer use
• The noise level in the work environment is usually moderate.

This position is required to be performed at the work site during regularly scheduled hours. Physical presence at the work site is required. Meet DCC Propane: DCC Propane, LLC, a division of DCC plc, has served communities for over 70 years providing propane for residential, agricultural, commercial, and industrial uses, and water conditioning services since 1962. We are continuing to grow and are currently represented by a team of over 900 dedicated and passionate professionals who live and work in 29 states operating under a number of strong regional brands. The business has succeeded in maintaining a strong family-feel with an unwavering commitment to world-class safety standards and customer service with competitive compensation and benefits. Why Work for Us? Pittman Propane is part of the DCC Propane family. We strongly believe in taking care of our employees so that they can take care of our customers. Our people are what set DCC Propane apart and are essential to our future growth, whether it is by welcoming a new brand into the DCC family or a new employee into our team, we are driven to ensure that our team members have everything they need to be successful. One way we do that, both at work and at home, is by offering a best-in-class benefit plan to our employees. This includes Medical, Vision, and Dentals plans for you and your family, as well as supplemental insurance programs, 401(k) retirement plan with company match, and Paid Time Off plus holidays. EOE Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Tags

Holiday work, Local area, Flexible hours,

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