<p>General Summary The Fuel Customer Experience Supervisor will lead staff of 3 billing coordinators with an inbound call center by monitoring the phone queue handling escalated phone calls and staffing the department as necessary The Customer Experience Supervisor will be responsible for facilitating any escalated customer calls providing representative support and meeting service levels on order escalations faxes and mail while ensuring KPI goals are met Will be accountable for administering fuel customer billing and accounting activities within company policies and procedures and performs any combination of calculating verifying and posting for use in maintaining billing and accounting records The Customer Experience Supervisor will also be responsible for acting as a subject matter expert Primary Responsibilities and Duties Increased responsibility with the Customer Experience team as a main point of contact for help on sales orders billing new customer setup portal support JDE assistance and research and problem resolutionEscalation points for the team when customer issues need to be escalated for a manager to address Serve as a backup to produce reporting and understand reports for weekly and monthly meetingsAbility to conduct meetings with the team on a weekly basis to review stats and items that have come up from the prior week that need discussed in a group settingAbility to review statsmetrics and address any items pressing for the departmentPoint of contact for internal departments and customersAssist other MOP team members or customers in place of the Manager when needed for urgent matters Address challenging customers and problems that require escalation outside of the departmentHandle escalated phone calls from the customer service representatives and other departments to bring customer concerns and issues to resolutionOversee training of new hires as well as any ongoing training with current team membersShare job knowledge and best practices with representatives for their continued developmentEnsure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to representativesResolve escalated calls complex transactions and critically time sensitive problems in order to supportEnsure that all employees maintain schedule adherence including arrival breaks and lunch schedulesProvides direct communication to department management to identify areas of opportunityAssist management with additional duties as assigned specifically special projects as they arisePosition Requirements Bachelors degree from a four year college or university is preferredMinimum of five years of customer service experienceAt least 3 years of supervisory experience preferably in a call centerProven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are metAbility to prioritize troubleshoot and coordinate multiple tasks while meeting deadlines in a fast paced changing environmentCommitment to meeting the expectations and requirements of internal and external customers with a good sense of urgencyExcellent verbal and written communication skills and good telephone techniques Demonstrated ability to look for ways to improve and promote qualityHigh level of computer aptitude with Microsoft Office Products and ERP system JD Edwards preferredAbility to communicate effectively across all levelsAbility to make independent fact based decisions in a quick and responsive manner with minimal supervisionWilling to work nights and weekends as the schedule and business needs dictatePosition Competencies Ability to establish priorities work independently and achieve department objectives Ability to create and maintain a positive work environment and cultureStrong leadership skills with the ability to develop and motivate a teamAbility to make independent fact based decisions in a quick and responsive manner with little to no supervision Experience with hiring coaching training and managing individuals in your departmentProven experience identifying problems of varying complexities and finding effective solutions with few guidelines Strong organizational skills multi tasking problem solving troubleshooting and time management skills with attention to detail Must be team oriented highly organized detail oriented and have successfully demonstrated the ability to manage multiple priorities Demonstrate a professional and positive attitude in all internal and external customer interactions Self starter and independent thinker with the ability to take initiative and make sound decisions Responsive to the needs of internal and external customers with a sense of urgency and commitment to follow up Solid customer experience skills and ability to build value added relationshipsWorking Conditions The work of this position is performed in a controlled office environment This position requires the ability to work under pressure and communicate with a diverse population including other employees customers vendors etc This position also requires prolonged periods of sitting in a regular seated position as well as the use of general office equipment including phones printers computers mouse keyboard etc The above noted job description is not intended to describe in detail the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of hisher position As the nature of business demands change so too may the essential functions of this position The McPherson Companies Inc is an Equal Opportunity Employer MFVetsDisabled</p>