Call Center Supervisor Jobs

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.

We are powered by our people. Across our nationwide reach and diversity, we adapt, dare, and learn as a team. Through our tremendous growth, we are continuing to develop opportunities and look for people to join us as we journey forward.

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

• 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.
• Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to team members and Supervisors.
• 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.
• In-depth knowledge of a company's products and/or services
• 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.
• 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.
• 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.
• Other duties as assigned
• 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.
• Adhering to all company policies and procedures.
• Investigates inquiries to determine status of outages and maintenance windows for all of the Irby Clients systems.

Job Qualifications

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

Why work for Irby Utilities?

Irby Utilities is a crucial link in the distribution chain, connecting manufacturers to their customers in electrical power, natural gas, and broadband services. Our team delivers end-to-end solutions through logistical and operational support, sales and account management, project services, data analysis, and more. We firmly attribute our success to our people in each of these fields, and we are constantly advancing our skills and abilities.

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

Irby Utilities is one of the three largest electrical utility distribution companies in the United States, with over $1.5 Billion in annual sales and 700 employees across more than 45 branches in 27 states. We have experienced incredible growth over the past five years, presenting many outstanding career & development opportunities throughout the country in various locations such as: Dallas/Ft. Worth, Orlando, Atlanta, Nashville, Denver, Salt Lake City, Portland and Minneapolis.

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, consisting of the finest locally managed electrical and industrial distributors throughout the United States. Sonepar is the world leader in electrical distribution.

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.
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.