Customer Service Supervisor - The Woodlands, TX chez Centric Infrastructure Group

 The Customer Service Supervisor oversees daily operations of the customer service team, ensuring high-quality support and satisfaction across all customer interactions. This role combines leadership, coaching, and problem-solving to maintain service excellence and drive continuous improvement.

Key Responsibilities

• Supervise and support a team of customer service representatives, including scheduling, training, and performance management
• Monitor service metrics (e.g., response time, resolution rate, customer satisfaction) and implement strategies to improve outcomes
• Handle escalated customer inquiries and resolve complex issues with professionalism and empathy
• Collaborate with cross-functional teams (e.g., billing, operations, IT) to streamline processes and enhance customer experience
• Conduct regular team meetings and one-on-ones to foster engagement and development
• Ensure compliance with company policies, procedures, and service standards
• Assist in recruiting, onboarding, and training new team members

Requirements

• High School Diploma or GED
• Proven experience in customer service, with at least 2 years in a supervisory or leadership role
• 5 years of customer service experience
• Proficiency in CRM systems and customer service platforms
• Comfortable on phones in an open-concept workspace
• Available for 40 hours per week (including evenings and weekends)
• Proficient use of Microsoft Office programs including Word, Excel, and Outlook.
• Bilingual

Preferred Skills

• Experience in Utility industry
• Familiarity with KPI dashboards and reporting tools

Benefits

•  Competitive base pay + bonus

• Great benefits (medical, dental, vision, and more)
• Generous PTO policy Benefits
• 10 company paid holidays
• 401(k) plan with 5% company match

Centric Infrastructure Group is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.