Customer Care Supervisor

Are you ready to be part of a dynamic and dedicated team? Pinnacle Propane, a leading propane distribution business operating in 9 US states, is seeking an enthusiastic Customer Care Supervisor to join our team in Marble Falls, TX. At Pinnacle Propane, we are committed to providing exceptional service to our customers and employees.

Why Join Pinnacle Propane?

At Pinnacle Propane, we value our employees and offer a comprehensive benefits package to support your well-being and work-life balance. When you join our team, you'll enjoy:

• Great Benefits: Including medical, vision, and dental insurance, among others.
• Life Insurance: Financial protection for you and your family.
• Community Volunteering Day: A paid day off to give back to the community and make a difference.
• Paid Time Off: Generous PTO and company holidays to relax, recharge, and spend time with loved ones.
• Retirement Savings Plan: Employer contributions to help you save for the future.

Description

The Customer Care Supervisor is accountable for the day-to-day performance, quality, and service delivery of a team of Customer Care Representatives (CCRs) across an assigned group of service centers or branches, ensuring every customer call, order, and inquiry is handled promptly, professionally, and accurately. This role leads and develops CCRs, partners closely with field Territory Directors (TDs) to maintain local presence and community engagement, and collaborates with the Customer Care Program team to drive quality assurance and continuous process improvement within the functional area. The ideal candidate combines strong leadership with hands-on customer service experience; the ability to train, instill confidence, and support individual growth; a data-driven approach to performance management; and a genuine commitment to delivering an exceptional customer experience.

Essential Job Functions

TEAM LEADERSHIP & PERFORMANCE MANAGEMENT

• Manage the day-to-day performance of a team of CCRs, ensuring all customer inquiries , including order taking, customer onboarding, payment/billing questions, service and delivery scheduling, complaints, and walk-in traffic, are handled and routed accurately and in a timely manner.
• Accountable for the team's daily call answer rate to the goal of 95% of calls answered within 30 seconds, first-call resolution, and overall service level goals.
• Review daily, weekly, and monthly performance metrics with CCRs and the Customer Care Manager, and set clear, measurable performance expectations.
• Anticipate and manage staffing needs, build and adjust schedules, and ensure adherence to scheduled hours, including seasonal peak-demand periods.
• Address performance issues promptly, coach team members toward improvement, and support corrective action when necessary.
• Serve as a backup to the team, answering calls and handling customer inquiries during periods of high call volume or staffing shortages.

CUSTOMER SERVICE DELIVERY & ISSUE RESOLUTION

• Handle escalated customer complaints, ensuring thorough tracking, analysis, and resolution of all critical issues.
• Partner with field Territory Directors and Operations Managers to maintain a strong local presence, community involvement, and alignment between the branch/service center and the customer care team.
• Monitor and direct adherence to department policies, procedures, and customer service standards across all channels, including phone, email, and walk-in traffic.
• Identify recurring service issues and work cross-functionally with Customer Care Program leadership to resolve root causes and improve the overall customer experience.
• Support key accounts and high-priority service requests to help ensure timely completion of orders, deliveries, and service commitments.

TRAINING, COMPLIANCE & CROSS-FUNCTIONAL COORDINATION

• Identify and deliver training that meets the ongoing development needs of CCRs, including onboarding of new hires and continuing education on systems, products, and customer service best practices.
• Partner with the Customer Care Program leadership team to drive quality assurance initiatives, call monitoring/scoring, and process improvement projects within the functional area.
• Monitor compliance with company policies, data privacy standards, and applicable regulatory requirements related to customer interactions and billing.
• Utilize CRM, ERP, and telephony/reporting systems (e.g., RCC, Salesforce) to track team productivity, quality, and customer satisfaction metrics.
• Communicate regularly with the Customer Care Manager and District Managers about team performance, customer trends, and opportunities for improvement.

QUALIFICATIONS AND REQUIREMENTS

• High school diploma or GED required; associate or bachelor’s degree preferred.
• 4-5 years of experience in a customer service role with increasing levels of responsibility, ideally including experience managing or leading a team of direct reports.
• Proven ability to effectively train, coach, and enthusiastically motivate team members to deliver high-quality customer service.
• Effective communication skills with the ability to interact professionally with all employees, customers, and vendors.
• Ability to resolve both customer and employee inquiries while maintaining a professional, calm, and empathetic demeanor.
• Strong organizational skills and attention to detail in a fast-paced, growth-oriented environment.
• High level of computer skills, including proficiency in MS Office Suite; experience with ERP systems, RCC, and/or Salesforce preferred.
• Fluent English, verbal and written; knowledge of Spanish an advantage.
• Some travel within the assigned area may be required to support service centers and branch teams.
• Strong experience in using AI-enabled tools

Travel and Hours

• This position is full-time, standard operating hours
• Some travel in the area may be required with this position as part of support responsibilities across various sites

Physical Demands

• Ability to sit or stand for extended periods while using a computer and telephone headset in an office or call center environment.
• Ability to occasionally lift and carry up to 25 lbs. (e.g., office supplies, files, marketing materials).

DISCLAIMER: This job description outlines the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required. Responsibilities may be modified based on business needs and organizational requirements.

EEO Statement: Pinnacle Propane is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Pinnacle Propane complies with all applicable federal, state, and local laws regarding nondiscrimination and affirmative action.

Reasonable Accommodations: Pinnacle Propane is dedicated to providing reasonable accommodations for job applicants with disabilities. Should you require assistance or an accommodation during the application process due to a disability, kindly email [email protected].

Pinnacle Propane strives to ensure its careers website is accessible to everyone, including individuals with disabilities. If you encounter any difficulties accessing Pinnacle Propane’s careers website, please reach out to us at [email protected] so that we can offer the information or assistance you need through alternative methods and/or discuss a reasonable accommodation for the application process.

Drug-Free Workplace: Pinnacle Propane maintains a drug-free workplace. Employment is contingent upon successful completion of all applicable pre-employment requirements, including drug testing.

Solicitation Disclaimer: Pinnacle Propane does not accept unsolicited resumes or applications from recruitment agencies. Any unsolicited information submitted to Pinnacle Propane by third-party agencies will be considered property of Pinnacle Propane, and we will not be responsible for any fees associated with such submissions.