Customer Care Supervisor

Segra is searching for a qualified and experienced Supervisor, Customer Care Technical to join us in a full-time capacity.Location Requirement:The work arrangement for this role is a hybrid position, requiring a minimum of three (3) days in the office, with flexibility to work remotely two (2) days each week.Role Overview:The Customer Solutions Center 24/7/365 Supervisor provides direct support to the CSC personnel to better utilize strengths and build team cohesion to provide efficient first call resolution support for Segra customers while providing efficient higher-tiered support for the Repair, troubleshooting/resolution of voice services, tier I support for data/internet services and moves/adds/changes/disconnects. Serve as a 2nd level escalation point and works directly with upper management. Define, maintain, and enhance the policies and procedures of the CSC. This position includes but is not limited to overseeing the achievement and maintenance of KPIs; developing a team of skilled representatives; collaborating with internal organizations to better serve our customers and the needs of the business.Qualifications5+ years prior contact center (call center) experience required3+ years of supervisory experience required5+ years of customer service experience required3+ years of technical (any) experience preferredAssociate degree in technology field or 5+ years professional level experience; or an equivalent combination of education and professional level experience requiredKey Competencies:Flexibility to work overtime as neededPersuasive communication with both internal and external customers.Must possess a strong work ethic in supporting customer needs, by being responsive and consistentAbility to coach, train, and motivate employees and evaluate their performanceAnalytical, efficient, and thoroughProficiency with technology, especially computers, software, applications, and phone systems. Efficiency in Microsoft Office Suite is required.About Segra: Segra owns and operates a wide and dense fiber-optic infrastructure footprint that provides state-of-the-art connectivity, cybersecurity, voice, cloud and colocation solutions, all backed by industry-leading service and reliability. Serving over 30,000 connected customer locations, Segra has been providing customer-focused solutions for over 125 years.At Segra, we imagine, we engineer and we build a world of opportunities for our customers through fiber-enabled technologies, driven by our customer-first mentality. We invest in the communities we serve by hiring locally, empowering our teams, and continually upgrading our network infrastructure to deliver smarter, stronger technology solutions.Benefits Overview:Segra offers a very robust benefits package to our full-time employees, some of which include:Medical, dental, vision insuranceLife insurance401(k) matchFlexible Spending/Health Savings AccountsTuition and gym reimbursementsVacation/PTO, paid holidays, floating holidaysVolunteer days, parental leaveLegal, accidental, hospital indemnity, identify theft, pet insuranceOur Commitment to Equality: Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.Salary Range: $64,050.00 - $72,000.00Beyond competitive health and retirement benefits with immediate 401(k) vesting, Segra also invests in your total well-being through programs supporting physical, mental, financial, and social wellness.