Supervisor Call Center

Clean Energy Fuels is seeking a Supervisor for its Call Center in Newport Beach, CA, with options for remote work. The role involves supervising dispatchers and call center staff, handling customer inquiries, resolving issues, and ensuring high service levels. Responsibilities include scheduling, using Microsoft D365 for tracking, and mentoring team members. Candidates must be flexible for a 24/7 environment and possess strong problem-solving and communication skills. Benefits include medical, dental, and a 401K plan. Company Mission

Clean Energy is changing the way the world fuels its vehicles. Reducing pollution from the transportation industry is an important goal for our nation, and we at Clean Energy know just how realistic and attainable that goal is with natural gas fuel.

Our company is an essential business and we are hiring!

This position can be remote or in our corporate office in Newport Beach, California.

Benefits Offered - 401K, Medical, Dental, Vision, Life, AD&D and more.

The salary range for this position is

Essential Duties and Responsibilities include the following. Other duties may be assigned.

The flexibility to work in a 24X7 environment which includes shifts scheduled for early morning, swing or graveyard. Ability to work some observed holidays as well as cover open shifts due to call outs.

Answer inbound service calls and/or handle escalated calls with a warm and courteous tone. Resolve customer and stakeholder concerns through the use of good listening skills, probing questions to determine root cause of the concern, and paraphrasing to check for understanding.

Supervise dispatchers and call center representatives and aid in calls requiring extensive problem solving.

Supervise call center staff and related operations, assuring customers, stations, and field personnel receive superior levels of service.

Work with the management to determine staff requirements, set schedules, hours, assignments, and requirements to effectively manage the call center function.

Use Microsoft D365 Field Service & Customer Service Management system to track, document, and solve customer concerns. Ensure Field Service and CRM data entry and records are thorough, accurate, and timely.

Identify opportunities for improvement in processes, systems, and customer service levels.

Provide amicable resolution and reliable follow-up with the customer and field personnel within the communicated timeframe to complex issues.

Proactively provide dependable service while being available and open to the customers.

May perform outbound calls to internal and external stakeholders and/or customers to schedule activities and/or service calls.

Create quotes for parts sales to potential and current customers.

Follow-up on quotes to influence buyers to conduct business with Clean Energy.

Forward incoming calls to appropriate department or people for follow up.

Provide mentoring, training, support, and direction to dispatchers and/or customer service representatives. .

Review customer requests, SCADA alerts, IoT alerts, and/or other sources requests for service, determine cause for service request, determine solutions, and respond to the customer.

Gather and analyze statistical data and generate customer service reports.

Monitor, review, and provide reports or information to key stakeholders in regards to SCADA, IoT alarms and warning.

Monitor and analyze Key Performance Indicators for Customer Service Department. Drive customer satisfaction rates.

Other duties as assigned.

Supervisory Responsibilities

Directly supervise a team of employees. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's Degree plus a minimum of 5 years of related experience and a minimum of 2 years of lead or management experience preferred; or equivalent combination of education and experience.

Language Skills

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.

Mathematical 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.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

Advanced knowledge of Microsoft Office applications, specifically Word, Excel, and Outlook.

Certificates, Licenses, Registrations

None required.

Competencies

To perform the job successfully, an individual should demonstrate the following behaviors:

Quality: Consistently produces high quality work (accurate, neat, and thorough). Strives to improve productivity, processes, and quality. Demonstrates strong knowledge and skills related to the job. Presents a professional image with dress, demeanor, and manners. Maintains clean work space, company equipment and company vehicles. Safety is a high priority; performs job safely.

Communication: Communicates clearly, concisely, effectively, professionally and timely.

Exhibits good listening and comprehension skills. Keeps others appropriately informed and shares ideas even when unpopular. Listens to what others have to say. Maintains open and active communication with colleagues. Effectively uses knowledge and experience in asking, probing, and anticipating issues to ensure quality is provided.

Teamwork: Fosters the spirit of working with each other. Displays respect, courtesy, politeness, tact, and openness. Handles conflict in an appropriate and professional manner. Builds relationships, promotes cohesiveness, models collaboration with others. Considers impact and issues for our customer and other departments. Engages other impacted departments early for solutions.

Persistence: Develops workable alternatives and solutions. Exhibits persistence in following assignments through to completion. Promotes process improvements.

Reliable: Responds in a timely manner. Is honest, ethical, value-driven, and trustworthy. Keeps commitments made, completes assignments and meets deadlines. Accountable--Takes responsibility for own actions and performance. Meets attendance and punctuality guidelines. Available and accessible.

Entrepreneurial: Takes initiative and appropriate action. Is engaged and committed to achieving the company’s mission. Pursues better ways to get things done and takes appropriate risks. Keeps up to date with competitor information and market trends. Controls costs and thinks in terms of profit, loss and added value. Is committed to the satisfaction of customers.

Leadership: Provides clear direction around a vision. Creates actionable plans and is proactive & anticipatory. Demonstrates innovative approaches and solutions. Is an example for employees and others. Accepts responsibility for individual and team performance. Makes appropriate and timely decisions and takes action on decisions. Sets clear and reasonable performance expectations. Motivates and empowers others. Delegates tasks appropriately. Recruits staff of a high caliber. Provides feedback to subordinates that is timely and direct. Recognizes subordinates for their contributions and effort. Encourages continuous growth and learning in others. Shows respect for others and their ideas. Helps others manage through change.

Passion: Is excited and creates enthusiasm about the company’s future. Promotes a sense of company pride. Displays sense of pride in the department and its contributions. Displays passion for the job.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Always practice good judgment and refer to the safety guidelines.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Always practice good judgment and refer to the safety guidelines.

The noise level in the work environment is usually moderate.