Introduction to blithequark
At blithequark, we are pioneers in the energy sector, championing the transition towards a low-emissions economy and leading the way in renewable energy solutions. With a presence in dozens of countries and a commitment to supplying energy to nearly 100 million people, we are dedicated to making a positive impact on the environment and the communities we serve. Our mission is to provide innovative, sustainable, and customer-centric energy solutions that meet the evolving needs of our clients and contribute to a better future for all.
Job Overview
We are seeking an experienced and results-driven Lead Supervisor - Customer Care to join our team at blithequark in Kirkwood, NY. As a key member of our Customer Relations Center, you will be responsible for overseeing the daily operations and staff of the Customer Care Center, ensuring timely response to customer inquiries and requests, and managing employee performance to achieve exceptional customer service standards. If you are a strategic leader with a passion for delivering outstanding customer experiences and developing high-performing teams, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Supervise team members to handle inbound customer telephone calls with maximum productivity, high-quality customer service, and adherence to policy and procedures.
- Respond to escalated customer complaints and resolve issues in a professional and timely manner.
- Provide coaching, counseling, and performance feedback to both Customer Service Representative (CSR) and supervisory team members to enhance their skills and performance.
- Handle routine personnel issues, including attendance, performance, and conduct, in accordance with blithequark's policies and procedures.
- Contribute to establishing and maintaining a work environment that is customer-focused, recognizes achievement, rewards high performance, and promotes opportunity and growth for all employees.
- Perform supervisory stand-by duty, as required, during weekends or emergency situations to ensure continuity of service and support to our customers.
- Respond to PSC inquiries as needed and collaborate with other departments to resolve customer issues and improve overall customer satisfaction.
Essential Qualifications
To be considered for this role, you must have:
- A BS/BA Degree or equivalent experience, with a preference for candidates with a degree in a related field such as Business Administration, Communications, or Customer Service.
- Minimum 5 years of experience in the customer service field, with at least 3 years of supervisory experience in a similar role.
- Strong leadership and management skills, with the ability to motivate and develop high-performing teams.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, employees, and other stakeholders.
- Strong problem-solving and analytical skills, with the ability to resolve complex customer issues and improve processes and procedures.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Experience working in the energy or utilities sector, with knowledge of industry-specific regulations and standards.
- Certification in customer service or a related field, such as Certified Customer Service Representative (CCSR) or Certified Customer Experience Professional (CCEP).
- Experience with customer relationship management (CRM) software and other technology systems used in customer service environments.
Skills and Competencies
To be successful in this role, you must possess the following skills and competencies:
- Leadership and Management: Ability to lead and manage high-performing teams, with a focus on developing employees and improving processes and procedures.
- Customer Service: Strong commitment to delivering exceptional customer experiences, with a focus on resolving issues in a timely and professional manner.
- Communication and Interpersonal: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, employees, and other stakeholders.
- Problem-Solving and Analytical: Strong problem-solving and analytical skills, with the ability to resolve complex customer issues and improve processes and procedures.
- Adaptability and Flexibility: Ability to work in a fast-paced environment, with a focus on adapting to changing circumstances and priorities.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees, with a focus on providing opportunities for career advancement and professional development. As a Lead Supervisor - Customer Care, you will have access to a range of training and development programs, including:
- Leadership development programs, with a focus on building your skills and knowledge as a leader and manager.
- Customer service training programs, with a focus on developing your skills and knowledge in customer service and experience management.
- Industry-specific training programs, with a focus on developing your knowledge and understanding of the energy and utilities sector.
Work Environment and Company Culture
At blithequark, we are proud of our company culture, which is built on a foundation of respect, inclusivity, and diversity. We believe in creating a work environment that is supportive, collaborative, and empowering, with a focus on helping our employees achieve their full potential. As a Lead Supervisor - Customer Care, you will be part of a dynamic and talented team, with opportunities to collaborate with other departments and contribute to the growth and success of our organization.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with a base salary range of $92,185 to $115,232, depending on experience and location. In addition to your salary, you will be eligible for a range of perks and benefits, including:
- Comprehensive health and wellness programs, with a focus on supporting your physical and mental health.
- Retirement savings plans, with a focus on helping you plan for your future and achieve your long-term financial goals.
- Paid time off and holidays, with a focus on providing you with a healthy work-life balance and opportunities to rest and recharge.
Conclusion
If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences and developing high-performing teams, we encourage you to apply for this exciting opportunity to join our team at blithequark as a Lead Supervisor - Customer Care. With a competitive compensation package, opportunities for career growth and development, and a supportive and inclusive company culture, this is an opportunity not to be missed. Apply now to take the first step towards an exciting and rewarding career with blithequark.
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