Emergency Contact Team (After Hours) Supervisor

The Emergency Contact Team Supervisor is responsible for leading and supporting a high-performing team of After Hours Customer Experience Representatives (CERs) who provide critical customer support outside normal business hours. This role ensures the consistent delivery of safe, reliable, efficient, and customer-focused service to residential and commercial propane customers during emergency and after-hours operations.

The Supervisor oversees team performance, emergency call handling, service quality, employee development, and operational effectiveness. This position serves as the primary escalation point for complex customer situations, emergency incidents, and service disruptions while ensuring adherence to company policies, safety protocols, regulatory requirements, and customer experience standards. The Supervisor drives continuous improvement through coaching, performance management, data analysis, and collaboration with Customer Experience, Logistics, and Field Operations leadership.

The schedule for this position is Wednesday to Saturday 5pm - 3:30am.

What you'll do:

• Lead, coach, develop, and evaluate a team of After Hours Customer Experience Representatives.
• Establish clear performance expectations and accountability measures aligned with company objectives and service standards.
• Monitor individual and team performance through quality reviews, call evaluations, coaching sessions, and performance metrics.
• Manage employee attendance, scheduling adherence, and workforce coverage to ensure appropriate staffing during after-hours operations.
• Administer corrective action and performance improvement plans as needed in accordance with company policies.
• Serve as the primary escalation point for complex customer issues, safety concerns, emergency situations, and service-related complaints.
• Provide real-time guidance to representatives during difficult customer interactions and emergency calls.
• Support decision-making involving propane leaks, no-heat situations, runouts, carbon monoxide concerns, safety risks, technician dispatch decisions, and other urgent operational issues.
• Ensure representatives follow established emergency response protocols, escalation procedures, and safety guidelines.
• Partner with Logistics, Dispatch, and Field Operations teams to coordinate emergency response activities and prioritize service requests based on severity, customer impact, and operational capacity.
• Monitor active emergency situations and ensure timely communication, documentation, and resolution.
• Assist representatives with de-escalating challenging customer interactions and resolving complex service issues.
• Address customer concerns that exceed frontline authority levels.
• Ensure customers receive accurate information regarding safety requirements, service timelines, and operational limitations.
• Identify opportunities for service recovery and customer retention.
• Balance customer advocacy with operational realities, company policies, and safety requirements.
• Analyze call center metrics, trends, customer feedback, and operational data to identify improvement opportunities.
• Develop and implement action plans to improve service levels, response times, quality scores, and customer satisfaction.
• Lead regular team meetings, training sessions, and performance discussions.
• Educate employees on new processes, procedures, technologies, and business initiatives.
• Assist leadership in identifying trends, forecasting workforce needs, and establishing departmental goals
• Promote best practices and ensure consistent application of policies and procedures.
• Develop, maintain, and enhance processes, procedures, scripts, and documentation supporting after-hours operations and knowledge of daytime protocols.
• Ensure standardized handling of emergency calls, escalation processes, case documentation, and customer communications.
• Review incident reports and customer interactions to identify process improvement opportunities.
• Maintain accurate records related to employee performance, coaching activities, attendance, and operational incidents.
• Prepare reports and analyze operational data to maximize efficiency, resource allocation, and customer satisfaction.
• Utilize CRM, telephony, workforce management, reporting, dispatch, routing, and customer information systems to manage operations effectively.
• Ensure compliance with company policies, safety standards, regulatory requirements, and customer privacy guidelines.
• Support implementation of new technology, processes, and operational enhancements.
• Performs other related duties as assigned.

What you bring:

• Post-secondary education in Business Administration, Communications, Customer Experience, Management, or a related field is preferred; however, an equivalent combination of education, training, and directly related experience will also be considered.
• Three to five years of progressive customer service, contact center, operations, dispatch, utility, energy, or propane industry experience.
• Minimum of two years of leadership, supervisory, coaching, or team management experience preferred
• Experience working in a high-volume contact center or emergency-response support environment
• Experience utilizing CRM systems, workforce management tools, telephony platforms, and reporting applications.
• Strong leadership, coaching, mentoring, and performance management skills.
• Comprehensive understanding of customer experience principles and service excellence.
• Knowledge of contact center key performance indicators (KPIs) and workforce management practices.
• Strong conflict resolution and customer de-escalation skills.
• Ability to remain calm and make sound decisions during emergencies and high-pressure situations.
• Excellent critical thinking, analytical, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Advanced proficiency with customer relationship management systems, phone systems, reporting tools, and Microsoft Office applications.
• Strong organizational and time management skills.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at sppcareers@superiorpluspropane.com to let us know how we can enhance your experience.