Call Center Supervisor

Your next career opportunity

As one of the largest utility distribution organizations in America, we constantly strive to bring our best to our customers, suppliers, and fellow associates. Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities.

Job Description

At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled call center supervisor to join our team. Call center supervisor will be responsible for managing the receiving of inbound calls and responding to outbound calls, customer contacts including but not limited to voice, emails and online chat; providing information, technical advice and program guidance related to complex inquiries on Irby clients products and services including specialty products to residential and small business customers.

Job Responsibilities

• Supervise customer contacts, Supervise escalated contacts from Tier 1 Agents, and overflow customer contacts including but not limited to voice, and emails; listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers.
• Assists external users of Irby’s Clients online systems and applications by answering questions and solving problems involved in their service such as, but not limited to: customer outages, technical questions, password resets and other services that need attention.
• Oversees first contact resolution as appropriate; confirms customer understanding of complex issues requiring advanced research; resolves inquiries in accordance with Customer Care Center service standards and guidelines.
• Researches information from various Irby software systems, internet, and manuals to answer inquiries and initiate call backs to customers pertaining to Irby client products and services using a telephone, computer, electronic reference tools, the internet, and manuals. Provides detailed information about Small Business products and services and conducts additional research as needed.
• Applies Irby customer service standards on each type of contact to suggest appropriate Irby products and services, to educate customers, and maximize up-sell opportunities.
• Investigates inquiries to determine status of outages and maintenance windows for all of the Irby Clients systems.
• Works collaboratively with Call Center technicians (Tier 1&2) , Supervisors and Management; determines which inquiries should be escalated or transferred and routes inquiries in a timely manner.
• Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to team members and Supervisors.
• Documents and monitors the status of outstanding problems and ensures they are resolved; creates a record of the type of contact in a computerized tracking system for referral and historical purposes.
• In-depth knowledge of a company's products and/or services
• Adhering to all company policies and procedures.
• Other duties as assigned

Job Qualifications

• High School Diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Strong time management and decision making skills.
• Adaptability and accountability.
• Proficient in relevant computer applications.
• 1-3 years of experience in a call center environment.
• 1-3 years of experience Managing a team.
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills.
• Experience in dealing with the public.
• Excellent communication skills, including verbal with proper grammar.
• Ability to work with others in a close manner.
• A patient and empathetic attitude
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry

Our Competitive Benefits?

401K Plan, Competitive Medical Plans (medical, dental, and vision), Paid Vacation and Personal, Paid Sick, Paid Holidays, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Tuition Reimbursement, Employee Discounts, Long-term and Short-term Disability, and Life Insurance.

About Irby Utilities

We are powered by our people. Across our nationwide reach and diversity, we adapt, dare, and learn as one team while maintaining an open mindset to optimize our performance. This team approach has helped Irby customers to succeed since our inception, and our investment in our people continues to translate into broader achievement – including a vast array of professional development and growth opportunities.

Irby Utilities is one of the nation’s largest utility distribution companies with over $2 Billion in annual sales and 900 associates across more than 45 branches. Our ability and readiness to innovate and collaborate across our industry has fueled our success, and our approach continues to be one of true partnership with our customers, vendors, and one another.

Irby was a pioneer in the early days of the electrical business, founded in 1926, and continues to be an industry leader in philanthropic involvement and community activity.   Irby is also part of the Sonepar family of operating companies.  Sonepar is the world leader in electrical distribution and consists of the finest locally managed electrical and industrial distributors.

Stay up to date with Irby, follow us on Facebook and LinkedIn. 

Equal Employment Opportunity Statement 
Sonepar is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. 

Sonepar and our family of brands are committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please call 843-745-2420 or email recruiting@sonepar-us.com.

EEO is the Law 
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here. 
 
Pay Transparency Non-Discrimination Provision 
Sonepar follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.