Supervisor, Customer Service

Nexus Water Group

Supervisor managing customer service team at Nexus Water Group. Ensuring quality service delivery and staff development while addressing customer inquiries and operational effectiveness.

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 and strong analytical skills, with a focus on mentoring and developing staff. Proficient in Microsoft applications and familiar with customer service concepts and practices.

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 MonitoringQuality MonitoringReport AnalysisTraining Material DevelopmentProcess Improvement

Soft Skills

Oral Communication SkillsWritten Communication SkillsProblem Solving

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft PowerPointSAP CRM

Industry Keywords

Contact Center EnvironmentUtility Industry Experience

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.
This position will serve as the primary contact for problem resolution and information gathering regarding customer inquiries.
Monitors appropriate usage of overtime by the customer contact center staff and follows policy regarding overtime.
Ensure employees adhere to work schedules.
Provides monthly and real-time coaching to employees for development and to build job knowledge.
Ensures employees receive appropriate training and other resources to perform their jobs.
Monitors and reports on staff performance based on call handling KPI’s, quality monitoring, and call metrics and assessments on a regular basis.
Identifies and informs management of trends by reviewing, analyzing and summarizing special reports.
Analyses and evaluates the Contact Center's effectiveness by reviewing daily, weekly and monthly reports; creates reports, as requested.
Creates and maintains a high-quality work environment so team members are motivated to perform at their best level.
Addresses disciplinary and/or performance problems according to Company policy.
Implements work procedures and processes that support Company and departmental standards, procedures and strategic directives.
Develops written training material for employees and trains during regular and quarterly training sessions under the direction of the Customer Service Manager and VP, Customer Experience.
Provides continual evaluation of processes and procedures.
Responsible for suggesting 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 applications: Word, Excel and PowerPoint
Utility Industry experience is a plus
SAP CRM experience is a plus
Requires a minimum of 5 years’ experience in a contact center environment or related area.
2 years of previous supervisory experience.
Familiar with standard concepts, practices and procedures related to customer service.

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.