Customer Success Operations Supervisor

Ranked among Forbes Best Employers in America 2017, Ferrellgas knows dedicated superior service starts with supported employees. Do you want to work in an environment where the word "Team" really means something? At a place where you and your contributions are truly valued, and you can learn and grow? Then Ferrellgas wants to hear from you!

Under general supervision, the Operations Supervisor, Customer Success leads a team of Customer Success Specialists that work together to ensure customers receive a high level of customer service that instills customer confidence in Ferrellgas’ ability to provide a great product and great service.

Essential Functions:

• Oversight of Daily Operations
• Oversees a team of Customer Success Specialists and ensures they comply with company guidelines related to quality of service.
• Handles customer escalations in partnership with Operations and Sales by Investigating and solving customer service complaints.
• Ensures representatives are informed about changes to company products and services.
• Sets clear expectations and holds Customer Success employees accountable for the direction and metrics of their teams’ sales goals, attrition, and metrics.

Leadership and Development:

• Cultivates a growth mindset working with others amongst their team.
• Ensures the team adheres to company policies, metrics goals, and procedures.
• Formulates content for formal performance appraisals/development plans, participates in various personnel actions including hiring, counseling, training, promotion, and corrective action of Customer Success Specialists.
• Coaches and guides employees through career and job discussions.
• Stays closely aligned with other Leaders within the Customer Service function to remain up to date on ongoing partnership needs.
• Receives ongoing coaching and mentorship from customer service General Managers.

• High School Diploma or GED
• One or more years of call center experience
• Possesses strong knowledge of all Ferrellgas/Blue Rhino Systems
• Excellent written and verbal communication skills with an emphasis on team building and developing a positive rapport with company employees at all levels including customers
• Proficient PC skills (Outlook, Word, Excel, PowerPoint, Office, and Smartsheet)
• Demonstrated problem-solving skills in a customer-focused environment
• Salesforce experience preferred
• Demonstrated analytical skills with great attention to detail.
• Strong time-management and organizational skills with the ability to effectively multi-task

• Must be a Citizen or National of the United States, a lawful, permanent resident, or have authorization to work in the United States

• Applicants must not now, or any time in the future, require sponsorship for an employment visa.