Experienced Customer Service Support Supervisor – Leading Administrative and Operational Excellence in a Dynamic Environment

Introduction to blithequark

At blithequark, we pride ourselves on being a leader in environmental services, dedicated to providing innovative solutions for a sustainable future. As a top-ranked environmental company, we offer a wide range of services, including water, waste, and energy management, to commercial, industrial, healthcare, higher education, and municipality customers across North America. With over 10,000 employees working at more than 350 locations, we are committed to excellence in customer service and operational efficiency.

Job Overview

The Customer Service Support Supervisor plays a vital role in ensuring the smooth operation of our customer service team, providing administrative support, and driving excellence in customer service. This position requires a highly organized, detail-oriented, and customer-focused individual who can work independently and as part of a team. The successful candidate will have a strong background in supervisory experience, excellent communication skills, and the ability to analyze problems and make informed decisions.

Key Responsibilities

• Oversee the batching of customer checks, assign support agents to print paper bill stubs, and QA all checks scheduled to be shipped to various banks
• Manage the investigation, disposition, and updating of mailing addresses for returned customer refund checks
• Final approver for customer service team timesheets, providing counseling and support to employees when corrections are needed and training to new employees
• Prepare and track daily absence notifications, login and logout for union employees, and maintain employee leave balances, including FMLA and STD
• Manage time off requests, prepare vacation request forms for union employees, and track all other time off requests
• Create and manage various letters to be sent to entities, including Lead Service Line Replacement, Demolition, Meter test results, and others
• Approve VNANJ and VNATR vouchers, liaise with agencies when necessary, and manage the printing and mailing of customer bills
• Manage the timely and accurate identification and disposition of correspondence, including return mail to various blithequark departments
• Process customer service expenses, order supplies as needed, and provide company and collective bargaining agreement direction on policies
• Train new employees on customer service policies, including attendance, timesheet preparation, time off, and general expectations
• Notify customer service employees about available union jobs and provide backup support for Customer Service Supervisors

Essential Qualifications

• Bachelor's degree preferred
• Back-office experience for a contact center preferred
• 3+ years of supervisory experience
• Utility or Telecommunication experience preferred
• Proficiency with Google Apps, Microsoft Office, and excellent interpersonal, verbal, and written communication skills
• Ability to work independently with minimal supervision, utilize sound judgment and decision-making, and excellent analytical problem-solving and resolution skills
• Customer-oriented attitude and ability to work effectively with all levels of management, customers, and frontline employees

Preferred Qualifications

• Experience with accounts payable and purchase order requisitions
• Knowledge of collective bargaining agreements and labor laws
• Experience with timekeeping and payroll systems
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Support Supervisor, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. You will be able to work with a talented team of professionals, share best practices, and contribute to the success of our organization. We offer a range of training and development programs, including leadership development, customer service training, and technical skills training, to help you achieve your career goals.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive work environment. We believe in fostering a culture of respect, empathy, and open communication, where everyone feels valued and supported. Our employees are our greatest asset, and we are committed to providing a safe, healthy, and productive work environment that allows them to thrive. We offer a range of employee benefits, including flexible working hours, employee recognition programs, and social events, to promote work-life balance and employee engagement.

Compensation, Perks, and Benefits

We offer a competitive salary range of $85,000 to $90,000 per year, depending on experience. Our comprehensive benefits package includes paid time off policies, health, dental, and vision insurance, and an employer-sponsored 401(k) plan. We also offer a range of perks, including flexible time off, observed holidays, and sick leave. Eligible employees may also receive an annual performance bonus of up to 10%.

Conclusion

If you are a motivated and customer-focused individual with a passion for administrative excellence, we encourage you to apply for the Customer Service Support Supervisor role at blithequark. This is an exciting opportunity to join a dynamic team and contribute to the success of our organization. We are an equal opportunity employer, committed to diversity and inclusion, and welcome applications from qualified candidates. Apply now to take the first step in your career with blithequark.

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