ICS Supervisor

At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive.

Additionally, you will enjoy:
• Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours
• 401(k) with company match
• Paid vacation, sick, personal and parental leave time
• Paid Volunteer Time: giving back to our communities is important to us
• Employee Recognition Program – convert your recognition points into gift cards
• Employee Assistance Program – offers benefits to help you manage daily responsibilities
• Access to on-demand training courses to advance further in your career

Job Description

We are looking for a talented individual…​

To join our team as a Supervisor for Integrated Customer Services! As a Supervisor for Integrated Customer Services, you will be responsible for the Integrated Customer Service team meeting deliverables through coaching and mentoring the specialist teams to provide exceptional customer service. ICS Supervisors ensure excellent customer service during program delivery. The daily job tasks range from supporting people, ensuring a safe work environment, modeling the CLEAResult culture code, managing escalations, and providing the best Customer Experience.

For this opportunity, you’re a great fit if you can… ​

• ​Provides and initiates solutions for KPI compliance.

• Final line of support for ICS team and customer escalations.

• Work with the workforce management team for adequate staffing levels.

• Monitor staff performance for quality assurance and training purposes.

• Complete QA activities and maintain specialist scorecard as required.

• Act as of SME for a variety of product categories.

• Guide the growth and professional development of all your people.

• Ensure payroll, including hours billed, contractor timecards, and Workday time entered is accurate and completed fully each week.

• Create monthly contests to drive performance improvement and team engagement

• Monthly, assign Quality Reviews to be completed to the team of scorers. Complete Quality Reviews following the published Quality Review process.

• Ensure daily morning update email to the team, including CSRs/Processors and site leadership.

• Complete a monthly scorecard for each of your people.

• Coach your people to improve individual and team performance. Work with HR to issue the appropriate disciplinary action.

• Own hiring decisions for the team while adhering to budget parameters.

• Ensure reporting and documents are accurate, complete, and maintained. Work with Reporting as needed to update and correct reporting.

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In this exciting career opportunity, you will have…​​

• 4+ years experience in customer service and/or data entry

• Resourceful and energetic approach with all interactions

• Accurate computer keyboard and data entry skills

• Experience with Microsoft office applications

• Strong organizational skills with meticulous attention to detail

• Ability to work well in a fast-paced team environment and manage multiple tasks with continually changing priorities

• Ability to work flexible hours

• Bilingual English/Spanish a plus

Remote Work Requirements:

We provide a laptop, software, and all necessary equipment

Home Internet requirements:

Internet speed that meets our minimum standard:

• 10 Mbps upload / 20 Mbps download / 99% latency

• Google: ‘free speed test’ if you are unsure

• Ability to hardwire internet, plug directly into router

Environment:

• Dedicated home office space, free of personal disruptions

• Two power connections

• You are scheduled to be available throughout the day

Compensation Range

Currency

Type

Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Sponsorship is not available for this position at this time. Successful hires must pass pre-employment checks.

Equal Opportunity Employer

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustments to job descriptions and/or requirements at any time without notice.