Customer Service Representative engaging with customers and maintaining store standards at Circle K. Offering fast service and teamwork in a fun environment while ensuring customer satisfaction.
About the role
- Supervisor for Customer Support at S&C Electric ensuring customer satisfaction and team performance in hybrid operations. Overseeing ticket resolution and operational objectives for electric power systems support.
Responsibilities
- Set specific goals and objectives for the team based on customer support KPIs to achieve immediate and short-term results
- Organize scheduling to ensure adequate coverage for all three shifts and necessary operating hours
- Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team
- Create and manage databases and systems for product information and common customer queries to ensure timely resolution
- Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools and provide hands-on training for smooth rollout
- Collaborate with the Assistant Manager – Technical Support to ensure the smooth escalation and handover of customer support tickets
- Maintain relationships with leaders across the organization (including sales, engineering, product development, operations and safety) to ensure seamless coordination, planning and alignment of shared priorities and work
- Monitor and control expenses in line with the Global Customer Support departmental budget
- Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination, on-time resolution of tickets and customer satisfaction
- Develop and implement incident response protocols to handle emergencies effectively
- Respond to escalated customer issues and provide solutions
- Track and analyze daily and weekly support trends and KPIs including response times, system uptime and ticket resolution times
- Identify support trends and offer suggestions for improvements to enhance service quality
- Ensure the strict observance of all relevant US and/or international safety and environmental laws, standards and requirements
- Direct and review the work of the team to accomplish operational results
- Support the growth and development of team members, recognize and reward their achievements and proactively train, mentor and coach team members.
Requirements
- Minimum of three (3) years of experience in the electric power systems industry and at least two (2) years of Utility transmission and distribution exposure
- Minimum of three (3) years experience in operations, customer service and/or engineering with success in customer-facing support services
- Prior experience in a supervisory or managerial role with a grasp of basic management approaches
- Hands-on experience with monitoring systems and technologies, as well as customer service ticketing frameworks
- Customer service orientation and skills with a demonstrated commitment to customer satisfaction in every interaction
- Aptitude for identifying issues and using analytical skills to examine data to identify effective solutions to general/routine problems
- Demonstrated experience in CRM systems (Salesforce desirable) maintaining and leveraging data for reporting purposes
- Efficient time management and organizational skills to prioritize tasks while handling a heavy volume of customer support tickets and ensuring smooth operations
- Decision-making capabilities for informed and timely decisions, especially in high-pressure situations
- Broad understanding of monitoring systems and other relevant technologies
- Flexibility and adaptability to fast-moving situations and requirements
- Previous experience in a 24/7 operational environment
- Detailed knowledge of electrical utility distribution systems, power systems and associated systems.
Benefits
- Health and Welfare Benefits: Medical & Prescription, Dental, Vision, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Account (HSA), Group Life Insurance, optional Supplemental Life and AD&D Insurance, Wellbeing Resources including Employee Assistance Program and Family Forming Benefits (i.e., Adoption and Fertility support)
- Leave Benefits: Vacation Time, Sick Time, Paid Holidays and Company Shutdown days, Short-Term Disability, Long-Term Disability, Other Leaves, Paid Parental Time and Military Leave
- Retirement Benefits: 401(k) Retirement Savings and Employee Stock Ownership Plan (KSOP) offering traditional and Roth 401(k) options and an Employee Stock Ownership Plan (ESOP) component; KSOP participants can receive annual ESOP company contributions of over 11% of eligible earnings (3% Core, up to 3.5% Match, Variable Periodic).
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Advisor optimizing customer journey from construction to operation for a leading construction firm. Engaging clients with sustainable energy solutions and ensuring high service standards.
Kundenbetreuer/in at Vaudoise ensuring customer satisfaction through various communication channels. Providing information and support in the insurance sector with focus on online customers.
Customer Support Agent at LYNX assisting clients with inquiries and complaints in finance. Engaging in personal development for international financial markets.
Support Agent responsible for customer inquiries and issues in the financial market. Offering excellent service without sales conversation requirements.
GM
Junior Customer Service Agent for a modern language school in Berlin handling student inquiries and administrative tasks while providing support via email and phone.
Customer Service Representative providing first line customer support and managing orders and queries for Coats. Promoting products and ensuring customer satisfaction in a competitive environment.
Customer Service Representative managing accounts and providing product support for Trivium Packaging. Engaging in customer relationship management and handling inquiries efficiently.
Customer Service Team Lead empowering a caring customer success team at AlgaeCal. Leading in a hybrid work environment focusing on customer welfare and team performance.
Senior Customer Service Coordinator at Coates managing a team to ensure customer satisfaction and safety. Responsible for administrative tasks and customer solutions at the Albert Park branch.