Customer Service Supervisor

Nexus Water Group

Supervisor for Customer Service team managing inquiries and coaching staff. Responsible for performance metrics and employee development in a contact center environment.

Posted 7/24/2026full-timeSugar Land • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive customer service experience with a strong focus on team management, coaching, and performance evaluation. Proficient in analyzing call metrics and implementing process improvements to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Service ExperienceConflict Resolution SkillsMentoring and CoachingAnalytical SkillsSupervisory Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Handling KPI MonitoringPerformance EvaluationReport Creation and AnalysisTraining Material DevelopmentProcess Improvement

Soft Skills

Oral Communication SkillsWritten Communication SkillsProblem SolvingMotivational Leadership

Tools & Technologies

Microsoft OfficeMicrosoft WordMicrosoft ExcelMicrosoft PowerPointSAP CRM

Certifications & Qualifications

Associate Degree in Business Administration

Industry Keywords

Contact Center EnvironmentUtility Industry ExperiencePublic Utility Customer Service

About the role

Key responsibilities & impact

Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees, including hiring, motivating, recognition and rewarding, coaching, counseling, training and problem solving.
Serve as the primary contact for problem resolution and information gathering regarding customer inquiries.
Monitor appropriate usage of overtime by the customer contact center staff and follow policy regarding overtime.
Ensure employees adhere to work schedules.
Provide monthly and real-time coaching to employees for development and to build job knowledge.
Ensure employees receive appropriate training and other resources to perform their jobs.
Monitor and report on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis.
Identify and inform management of trends by reviewing, analyzing and summarizing special reports.
Analyse and evaluate the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; create reports as requested.
Create and maintain a high-quality work environment so team members are motivated to perform at their best level.
Address disciplinary and/or performance problems according to Company policy.
Implement work procedures and processes that support Company and departmental standards, procedures and strategic directives.
Develop written training material for employees and train during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience.
Provide continual evaluation of processes and procedures.
Suggest methods to improve area operations, efficiency and service to customers.

Requirements

What you’ll need

Extensive customer service experience
Conflict resolution skills
Ability to mentor, coach and develop staff
High degree of analytical skills
Strong oral and written communication skills
Proficient in Microsoft Suite applications: Office, Word, Excel and Power Point
Utility Industry experience is a plus
SAP CRM experience is a plus
Associate Degree in accounting, business administration or another business-related field is preferred.
Requires a minimum of 5 years’ experience in a contact center environment or related area.
Familiar with standard concepts, practices and procedures related to customer service.
2 years of previous supervisory experience.
Experience in a public utility customer service work is highly desirable.

Benefits

Comp & perks

Paid Time Off: Starting at 3 weeks annually along with 11 company-paid holidays.
Health and Wellness Benefits: The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well.
401(k) Program with Matching Contribution: We offer a 100% match on contributions up to 4% of your salary, plus an additional 3% employer contribution.
Grow With Us: Professional development opportunities through training, professional certifications, and education allowance.
Additional Benefits: Other great benefits include company provided life insurance and Employee Assistance Program just to name a few.
Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization.