Job Title: Customer Care Supervisor
Job Type: Full-Time
Location: Southwest Houston
Travel Required: No
Hourly Rate: $25.00 (Bilingual) Position Summary:
The Customer Care Supervisor serves as an advanced support resource for customer inquiries, escalations, and specialized account needs. This role provides guidance to agents and the Support Team, handles complex customer cases, and ensures a high standard of service across multiple support channels Key Responsibilities:
The responsibilities include, but are not limited to:
- Remaining available in the Payment, Escalation, and Support Queues
- Assist agents with questions, system navigation, and complex scenarios.
- Conduct Team and 1:1 meetings.
- Generate weekly KPI reports and review the Error Management Form and coach agents accordingly by offering feedback on policies and customer scenarios.
- Conduct QA evaluations to ensure consistency and quality.
- Provide coaching, performance feedback, and disciplinary actions as needed.
- Meet with agents to inform them of merit increases, bonuses, commissions, rewards, and incentives
- Assist with interviewing potential candidates.
- Assist customers with escalated or complex concerns, ensuring issues are resolved efficiently and accurately.
- Support payment-related inquiries, troubleshoot payment issues, and assist customers with setting up or managing payment arrangements.
- Monitor and respond to assigned support inboxes, ensuring timely and accurate handling of customer emails and internal communications.
- Take over supervisor-requested or escalated calls, delivering a calm, professional, and solutions-focused customer experience.
- Provide face-to-face support to walk-in customers, including account reviews, payment arrangements, and other in-person service needs.
- Email staffing agency regarding agent performance and coaching opportunities.
- Other Duties Assigned: Perform additional responsibilities as needed to support operations, including special projects, system tasks, creating IT tickets, or cross-department collaboration.
Skills & Qualifications:
- Spanish proficiency required.
- Requires 3-5 years of experience in retail energy operations, ideally with ERCOT. Experience with PJM or NYISO.
- Strong problem-solving skills with close attention to detail.
- Clear and professional written and verbal communication skills.
- Ability to work in a fast-paced environment, remain flexible, and learn new processes quickly.
- Strong knowledge of company policies, procedures, and billing processes.
- Ability to de-escalate conversations and manage high-stress interactions professionally.
- Proven ability to multitask effectively in a dynamic environment.
- Skilled in coaching and providing constructive feedback to team members.
- Must be available Monday-Friday 8am-7pm and Saturday 9am-1pm.
Pay: $49,648.67 - $52,000.00 per year
Work Location: In person
