NOCO Energy Corp. · 1 day ago
Residential Customer Service Supervisor
Tonawanda, NY
Full-time
Onsite
Mid, Senior Level
$50K/yr - $60K/yr
3+ years expNOCO Energy Corp. is a leader in energy innovation with over 90 years in business. They are seeking a Residential Customer Service Supervisor to oversee the daily operations of the residential call center, ensuring exceptional customer service and team performance.
Oil & Energy
Responsibilities
Oversee daily operations of the residential call center to ensure service standards are consistently met
Monitor call volume, service levels, response times, abandonment rates, and other key call center performance metrics
Review recorded and live calls to evaluate quality, professionalism, and adherence to company policies
Provide coaching and constructive feedback to team members based on performance metrics and call evaluations
Train, onboard, and mentor new hires to ensure successful integration and performance
Conduct ongoing training to enhance product knowledge, customer service skills, and workflow efficiency
Handle complex or escalated customer concerns and ensure timely and effective resolution
Curate and support outbound call campaigns when requested, including tracking and reporting results
Collaborate with internal departments to resolve customer issues and improve operational processes
Maintain accurate records of team performance, coaching sessions, and operational metrics
Ensure compliance with company policies, procedures, and service expectations
Foster a positive, engaged, and high-energy team environment
Qualification
Required
High school diploma or equivalent required
3-5 years of customer service or call center experience required
Strong understanding of call center metrics and performance management
Excellent communication skills including active listening
Proficient computer skills with the ability to learn new software
Good time management skills to prioritize and plan work activities
Positive and engaged attitude
Reacts well under pressure and treats others with respect
Works efficiently and effectively, both independently and as a team
Prolonged periods sitting at a desk and working on a computer
Preferred
1-2 years of supervisory or leadership experience preferred
Benefits
Generous medical insurance offerings (•some plans fully funded by NOCO)
Dental and vision plans
Company-paid life insurance
Company-paid short-term disability
401(k) with company match
Health savings accounts
Vacation and NOCO Time
Employee and family assistance program
Company-paid training
Years of service incentives
Employee discounts
Company
NOCO Energy Corp.
With a rich history spanning more than 90 years, NOCO is a leading full-service energy company servicing customers across Upstate New York.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Michael A. Casciano
Chief Operating Officer
Deborah Coder
Chief Credit Officer & Dir. of Credit Services
Recent News
2024-04-25
Company data provided by crunchbase