Customer Service Representative / Supervisor Trainee Dig Safe System, Inc. Wilmington, MA Job Details Full-time $52,000 - $72,000 a year 4 hours ago Benefits Paid training Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off 401(k) matching Life insurance Qualifications Customer communication Teamwork Bachelor's degree Organizational skills Business Administration Time management Full Job Description Full-Time Opportunity with a Career Path to

Call Center Supervisor Company:

Dig Safe System, Inc.

Position:

Customer Service Representative - Career Path to

Supervisor Job Type:

Full-time, exempt salaried position

Salary:

$52,000-$72,000 annually

Schedule:

Monday through Friday, 40 hours per week, with availability during extenuating circumstances. About Dig Safe System, Inc. Dig Safe System, Inc. provides accurate and timely one-call notification services to member utilities on behalf of excavators throughout Massachusetts, Maine, New Hampshire, Rhode Island, and Vermont. Our mission is to promote public safety, protect vital utility services, and help prevent property and environmental damage by supporting safe excavation practices. As a call center with fewer than 50 employees, we assist excavators, contractors, and property owners in complying with state law s by notifying the appropriate utilities before digging. Our free service notifies member companies or their contract locators of proposed excavation projects so they can identify the location of underground facilities in the work area. Position Summary Dig Safe System, Inc. is seeking a professional, dependable, and customer-focused individual for a developmental Customer Service Representative position with a defined career path toward Call Center leadership. The selected candidate will begin as a Customer Service Representative to gain a strong understanding of our customers, procedures, systems, and daily Call Center operations. As proficiency in the CSR role develops, the candidate will begin cross-training in supervisory responsibilities and progress toward an Assistant Supervisor role before transitioning into a Call Center Supervisor position. In the CSR role, the candidate will handle incoming calls from excavators, contractors, and members of the public while accurately processing underground utility notification requests. This foundational experience is essential to building the practical knowledge needed to effectively lead, coach, support, and manage Customer Service Representatives. As the candidate advances into leadership, responsibilities will expand to include coaching employees, monitoring performance and quality, assisting with scheduling and staffing, resolving escalated customer issues, supporting daily operations, and helping drive continuous improvement. The Supervisor works closely with three other Supervisors and the Operations Manager to maintain service levels, support employees, and ensure consistent, high-quality operations in a fast-paced Call Center environment.

Key Responsibilities:

Customer Service Representative Provide exceptional customer service by promptly and professionally handling emergency and non-emergency calls from excavators, contractors, and members of the public, including specialized calls involving utility damages, uncovered facilities and outbound emergency calls Accurately process underground utility notifications by gathering caller information, entering excavation details into the ticketing system, and following established procedures and documentation standards. Use mapping and computer systems to accurately identify states, municipalities, streets, and excavation locations and ensure notifications are directed to the appropriate member utilities. Maintain knowledge of Dig Safe requirements and procedures , including applicable laws, ticket entry processes, utility codes, member companies, and Call Center operating guidelines. Maintain high standards of accuracy, efficiency, and professionalism while following company policies and procedures. Use Outlook, Microsoft Office, and other company systems to support daily operations and communication. Contribute to a positive, team-oriented work environment by participating in required training and ongoing development, communicating professionally with customers and coworkers, completing business-related calls as needed, and performing other duties as assigned.

Key Responsibilities:

Call Center Supervisor Oversee daily Call Center operations , including staffing, scheduling, attendance, productivity, service levels, opening/closing procedures, and daily documentation. Monitor real-time calls, ticket activity, and make adjustments to staffing or work assignments as needed.

• Lead, coach, and support Customer Service Representatives through ongoing feedback, one-on-one meetings, call and ticket reviews, performance monitoring, and development opportunities.

Support onboarding and training while promoting a positive, inclusive, and accountable team environment. Manage employee performance and attendance by conducting performance evaluations, monitoring attendance, PTO, schedule adherence, and absences, and partnering with management on corrective action, employee relations, and other personnel matters. Ensure quality customer service and operational compliance by assisting with difficult or escalated customer interactions, reviewing calls and tickets, reinforcing procedures and documentation standards, and ensuring employees follow company policies, scripts, and applicable requirements. Support workforce planning and continuous improvement by coordinating shift schedules and coverage, responding to service disruptions and volume increases, maintaining accurate operational records, and identifying opportunities to improve processes, workflows, training, and customer service. Qualifications The ideal candidate will have:

• Bachelor's degree in Business Administration preferred.

Candidates without a degree should have at least three years of customer service experience with demonstrated leadership or supervisory responsibility. Strong verbal and written communication skills with the ability to communicate professionally with customers and coworkers and remain calm under pressure. Strong attention to detail, organization, and time-management skills, with the ability to manage multiple priorities while maintaining accuracy and efficiency. Strong computer skills and the ability to quickly learn new systems. Proficiency with Microsoft Office, Outlook, Excel, and similar business applications. Ability to learn, accept feedback, and participate in ongoing training and professional development. Demonstrated reliability, punctuality, and commitment to scheduled work hours, with flexibility to support Call Center operations during extenuating circumstances. Ability to work independently while contributing positively to a collaborative, team-oriented environment. Ability to maintain confidentiality and follow company security, privacy, and compliance requirements. Benefits

• Medical insurance
• Dental insurance
• STD, LTD and Life insurance
• 401(k) matching
• Annual performance evaluations
• Paid training
• Paid time off/holidays Work Location This is a full-time, in-person position based at our call center in Wilmington, Massachusetts.

Equal Opportunity Employer Dig Safe System, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law. If you are a reliable, dedicated professional with strong customer service skills and a desire to grow into a leadership role, we encourage you to apply.

Pay:

$52,000.00 - $72,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Ability to

Commute:

Wilmington, MA 01887 (Required)

Work Location:

In person