Badger Meter

Customer Care Operations Supervisor

Milwaukee, WI

full_time

About This Job

Why Badger Meter?

Badger Meter is a leading global water technology company, with a mission to preserve and protect the world’s most precious resource. For more than 100 years, cities and businesses have utilized our innovative and trusted solutions to enhance operational efficiency and conserve water while making it more affordable, clean and resilient. Just like every drop counts, at Badger Meter every employee counts because our contributions have a lasting impact on the world!

Here at Badger Meter, we believe that our approach to diversity, equity, and inclusion is the very foundation of our success. Our commitment is reflected in our core values, where we strive to create an environment that celebrates differences, encourages innovation, and ensures that every voice is celebrated and appreciated.

We understand that a diverse team brings a variety of perspectives and ideas, which ultimately fosters creativity and excellence. Badger Meter provides opportunities for career growth and development for every employee by creating a supportive and inclusive workplace where they can make meaningful contributions while preserving the world’s most precious resource.

What You Will Contribute:

The Customer Care Operations Supervisor is responsible for leading and managing a team of customer service representatives supporting SaaS T1 products and other specialty teams, overseeing daily operations within the customer care and technical support contact center, and leading the self-service portal onboarding effort. The CCOS will ensure efficient resolution of internal and external customer inquiries, develop / monitor / publish team performance through key metrics, analyze data and create reports to establish efficient operations, and implement process improvements to enhance customer satisfaction and service quality standards. Up to 10% travel required.

Job Duties: Team Leadership:

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Manage and coach a team of customer service representatives, providing guidance and feedback to optimize performance.

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Assign tasks and monitor workload distribution to ensure efficient operations.

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Conduct performance evaluations and provide regular feedback to team members.

Customer Service Management:

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Supervise and mentor customer care representatives assigned to Software as a Service Tier 1 support and other specialty teams.

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Develop and implement customer service SaaS T1 policies and procedures.

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Handle escalated customer issues and complaints, resolving them promptly and effectively.

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Monitor customer satisfaction levels and identify areas for improvement.

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Analyze customer feedback to identify trends and implement necessary changes.

Operational Oversight across Customer Care / Technical Support Contact Center:

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Monitor key performance indicators (KPIs) like response times, resolution rates, and customer satisfaction scores.

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Implement new technologies and processes to streamline customer service operations.

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Ensure adherence to service level agreements (SLAs) and company policies.

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Analyze customer and internal team feedback and implement improvements.

Training and Development:

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Ensure comprehensive training programs for new and existing CC/TS representatives are developed and roadmapped.

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Provide ongoing training on SaaS product knowledge, customer service best practices, and new system updates.

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Identify individual training needs and provide targeted coaching to improve performance.

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Monitor and evaluate team performance and provide feedback.

Reporting and Analysis:

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Generate reports on team performance, customer feedback, and key metrics to identify areas for improvement.

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Analyze customer and internal data to identify trends and potential issues.

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Collaborate with other departments to share customer insights and drive business decisions.

Lead Self-Service Portal Onboarding Program:

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Build project plan to onboard customers to Badger Meter's new Self Service portal.

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Analyze registration and usage of eligible customer contacts.

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Create communication campaigns to spur adoption within no/low usage customers.

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Collaborate with other departments to develop and deploy customer facing training programs.

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Drive self-service portal requirements and enhancements.

Education and Experience:

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Bachelor's degree in BA or BS required

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5+ years of related experience in Customer Operations/Service Management and prior experience in a leadership and development position with a proven record of improving customer satisfaction desired. Significant experience may be considered in lieu of a formal degree.

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Project Management, Contact Center and Six Sigma/Quality Certifications preferred

Qualifications:

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Ability to handle high-pressure situations and customer escalations

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Knowledge of customer service best practices and quality standards

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Leadership and team management experience

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Strong problem-solving and analytical abilities

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Strong communication and interpersonal skills

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Proficient in customer relationship management (CRM) systems and other relevant software

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Ability to analyze data and generate reports

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Strong conflict resolution and problem-solving skills

Competencies:

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Delegation and Empowerment: Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.

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Coaching: Engaging an individual in developing and committing to an action plan that targets specific behaviors, skills or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.

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Decision Making: Identify and understand problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria, generating, and evaluating alternatives, and making timely decisions; take action that is consistent with available facts and constraints and optimizes probable consequences.

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Aligning Performance for Success: Focusing and managing individual performance by helping others set performance goals, and then tracking results and evaluating performance effectiveness.

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Execution: Ensuring others contribute to organization strategies by focusing them on the most critical priorities; measuring progress and ensuring accountability against those metrics.

Working Conditions:

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Work is performed in an office environment and requires the ability to operate standard office equipment.

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Work is performed in close proximity to others.

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Must be able to sit for prolonged periods of time.

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Requires prolonged periods of talking/listening.

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Competitive Total Rewards at Badger Meter:

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Competitive Pay

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Annual Bonus

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Eligible for Annual Pay Increases

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Comprehensive Health, Vision, and Dental Coverage

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15 days Paid Time Off + 11 Paid Holidays

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Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!

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Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more

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Educational Assistance – Tuition Reimbursement up to $5,250

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Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage

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Health Savings Account (HSA) & Flexible Spending Account (FSA) options

An Equal Opportunity/Affirmative Action Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the “EEO is the Law” poster supplement at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

Badger Meter complies with all aspects of the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local disability laws. This means that we will reasonably accommodate qualified employees with a disability if accommodation would allow them to perform the essential functions of their job, unless doing so would create an undue hardship.

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