Description:
Customer Care Supervisor
Location: Cedar Rapids
Department: Customer Care
Employment Type: Full-Time
Connect Communities. Grow Your Career. Make an Impact.
At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. As a Customer Care Supervisor you will be responsible for the overall direction, coordination, and evaluation of Customer Care representatives.
What You’ll Do
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Monitors and assists with training staff on all call types.
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Performs development activities, including all aspects of performance and behavior assessment, feedback, coaching, career-pathing, planning and guidance, corrective action and training.
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Assists in monitoring and establishing Key Performance Indicators (KPI’s)
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Monitors quality and performance while recommending and implementing changes when necessary.
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Actively engage employees in Catalytic Coaching, reward employees, and administer conflict resolution and corrective discipline up to and including termination if needed.
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Set production goals ensuring that best safety practices are followed.
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Monitors daily team and queue performance; understands impacts to the business and takes appropriate action.
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Troubleshoots appropriate level of technical issues and is able to teach team to do the same.
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Resolves and/or addresses more complex customer issues or questions, which includes taking escalated calls from customers/associates and managing complaints.
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Takes initiative, participating in continuous learning opportunities and keeps current on projects, services and technology changes within the company and industry.
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Interviews, hires, and supervises staff for inbound and outbound calling activities.
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Analyzes information to develop projects and plans to accommodate future growth.
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Communicates, interprets and ensures compliance with ImOn policies, procedures and goals as they apply to the Customer Care Team.
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Fosters a culture of exemplary customer experience to customers, corporate leaders, peer supervisors, and staff within the company.
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Participate in proactive team efforts to achieve departmental and company goals.
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Motivates staff by providing positive feedback, creating a positive work environment, and looking for opportunities to create performance-based reward programs.
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Assists in other tasks or projects as assigned.
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Expected to meet departmental and company goals around churn, upsells, and service levels
Requirements:
What We’re Looking For
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Strong communication and customer service skills
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A positive, professional attitude, even in challenging situations
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Technical curiosity and a willingness to learn
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Dependability and attention to detail
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Ability to work independently and as part of a team
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Strong leadership skills within a call-center environment
Minimum Requirements
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At least 3 years experience in a call center environment, with at least 2 years in a leadership role, with direct supervision of employees, in a call-center environment.
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High School Diploma or equivalent
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Proven leadership skills, dependability, and initiative
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Excellent verbal and written communication skills with ability to effectively communicate between customers, staff and management.
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Good critical thinking and creativity skills.
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Must maintain a positive and professional attitude with ability to work under pressure, meet deadlines and be accountable for the performance of others.
Preferred Qualifications
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Telecommunications/Utility industry experience
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Associate’s degree
Why Join Our Team
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Career Growth: Structured advancement with company-supported certifications.
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Training & Development: Comprehensive onboarding and ongoing learning to help you build technical and leadership skills.
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Work with Purpose: Help families, businesses, and communities stay connected through reliable, high-quality service.
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Team Culture: Join a supportive group of professionals who value safety, collaboration, and doing things the right way.
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Performance Recognition: Earn advancement and rewards based on your quality, efficiency, and customer satisfaction results.
ImOn will hook you up with Company Benefits:
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Competitive pay
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Comprehensive health, dental, and vision insurance
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401(k) with company match
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Paid time off (vacation, holidays, and sick days)
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Company-provided tools, uniforms, and vehicle for field roles
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Employee discounts on services and partner programs
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Wellness and employee assistance programs
Ready to Get Started?
If you’re ready to take on a rewarding role that combines hands-on work, customer connection, and career growth, we’d love to hear from you.
Apply today and start building the network of tomorrow — with us.
www.ImOn.Net/Careers
ImOn Communications, LLC is an Equal Opportunity Employer
