Supervisor, Customer Service - Lantana

General Description

Working with the Division Manager, to assist in daily operations in the office and assist in leading the Propane Clerk team. The Customer Service Supervisor is responsible for the day-to-day management of the front end, overseeing the functioning of the Customer Service Department and supporting staff, equipment, and all duties of the Propane Clerks. Responsibilities include assisting the Division Manager with staffing, training, scheduling, inventory control, equipment maintenance, and loss prevention. This position will also assist in ensuring the highest level of customer service throughout the district’s service area. A Customer Service Supervisor is a role model and leader and must solve problems, make informed decision and supervisor the department wisely in order to achieve maximum results. Oversee customer service related activities for the Division. Maintain good customer relations through proper supervision of customer service personnel. Maintain an acceptable accounts receivable ratio and provide necessary training to Propane Clerks and ensure that company and departmental procedures are followed. The Customer Service Supervisor will exhibit and participate in Chesapeake Utilities Corporation Vision, Mission and Values, regarding external customers, internal departments and co-workers.

Primary Responsibilities

·Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the front end.

·Train, coach and supervise of all Propane Clerks in all front-end policies and procedures, including new Propane Clerks and cross training of other associates, and conduct customer service audits.

·Supervise and schedule Propane Clerks and ensure compliance with payroll budgets.

·Be aware of all areas of possible loss due to theft, fraud, and/or carelessness.

·Communicate all information to Propane Clerks regarding special promotions and sale items.

·Expedite front lines, direct flow of customers, and ensure that each customer receives outstanding customer service by providing a friendly environment.

·Ensure that all transactions that affect the district are processed accurately by auditing standard reports.

·Authorize and ensure validity of customer returns, exchanges, check authorizations, voids, and discretion discounts.

·Oversee compliance of Propane Clerks with established Company policies and standards, such as safekeeping of Company funds and property, personnel practices, security, sales and record-keeping procedures.

·Provide orderly maintenance of front-end equipment and supplies

·Help solve problems that affect the service, efficiency, and productivity of the front end.

·Any other tasks as assigned from time to time. Evaluate requirements for personnel, materials, supplies as they relate to the office and make recommendations to the Division Manager.

Additional Responsibilities

Directly supervises all employees in the Customer Service Department. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities to include assisting with interviewing, hiring, and training employees: planning, assigning, and directing work: appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems under the direction of the Division Manager.

·Approve all adjustments and corrections made to billing

·Keep abreast of all propane price changes and ensure proper billing

·Prepare and review routine telephone reports to monitor Propane Clerks performance.

·Ensures that routine reports (month end and others) are reviewed and completed within the set deadlines.

·Assists in the interpretation, monitoring and implementation of company policies, as they pertain to customer service.

·Assists in the determination of all accounts that cannot be satisfied at counter level (i.e. high bill complaints, adjustments, disputed bills)

·Evaluates customer service personnel and provides necessary training to improve their customer relation skills.

·Maintains an acceptable account rec ratio.

·Monitors residential and commercial accounts in arrears and assists in the preparation of accounts to be turned over to internal collections

·Monitors and initiates all collection and disconnections, changes in budget billing, expenses to stay within budgetary constraints

·Ensure data base receivable is proved daily.

·Ensure daily functions and backup procedures are performed.

·Determination of any new equipment or people necessary to enable department to run more efficiently

·Evaluate requirements for personnel, materials, supplies as they relate to the office and make recommendations to the Division Manager. Tracking of the Purchase orders

Knowledge & Skill Requirements

·Ability to provide outstanding customer service.

·Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately.

·Ability to adjust priorities and manage time wisely in a fast-paced environment.

·Ability to maintain a fair, consistent set of standards as they apply to work force

·Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to all employees.

·Ability to operate all equipment necessary to perform the job.

·PC experience mandatory, Ability to multi task mandatory

·Excellent customer contact skills. Excellent supervisory skills. Collection techniques. Strong organizational skills. Operation of at least PC programs (MicroSoft Office suite.) Public speaking ability.

·Ability to create, customize and apply intermediate Microsoft Word and Excel skills to many variable spreadsheets and office documentation. Intermediate Windows skills required to navigate, store and apply filed folder management, and general software applications.

·Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Must have good telephone communication skills.

·Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email or Ruth Warner, Director, Human Resources Operations at rwarner@chpk.com.