Customer Associate Supervisor

Northwestern Energy; Sioux Falls (SD); On-site; USD 57,000 - 83,000; Full time

Benefits offered by this job

401K match up to 4%

Health & dental benefits

HSA & FSA

Employee assistance program

Life insurance

Tuition reimbursement

Incentives and wage increases

Volunteer opportunities

Training programs

Paid time off + 10 holidays

Job summary

NorthWestern Energy seeks a Customer Associate Supervisor to lead a team and oversee customer care across multiple channels. The role emphasizes relationship-building with internal teams, regulatory bodies, and external entities to ensure high-quality service.

Responsibilities include training, performance management, and process development within the Customer Care department. The position requires supervisory experience and a Bachelor's degree or equivalent, with travel up to 20% of the time

Qualifications

• Bachelor's degree or equivalent experience; supervisory experience preferred.
• Strong customer service and communication skills.
• Travel up to 20% of time.

Responsibilities

• Build and maintain strong intra-departmental relationships with internal and external stakeholders.
• Supervise direct reports to improve the customer experience across all channels.
• Oversee and address performance and service quality related to customer service, construction and central processing functions.
• Monitor customer interactions across various channels.
• Communicate with management to ensure administrative needs are met.
• Conduct salary administration and approve procurement expenditures for accuracy.
• Provide training, coaching and mentoring to direct reports.
• Deliver performance results to staff and ensure accountability.
• Train staff using multiple applications and present to groups.
• Develop, document and train new processes for the Customer Associate role.
• Monitor time tickets for accuracy and approve them.
• Participate in talent selection and hiring processes.
• Participate in department/company committees and events.
• Facilitate Change Management and act as escalation point for issues.
• Explain rate changes and bill calculations clearly to customers.
• Maintain regular, reliable attendance as required by law.

Skills

Customer service

Team leadership

Communication

Analytical skills

Time management

Education

Bachelor's degree or equivalent

Tools

Genesys

SAP

eCIS+

Excel

Microsoft Office

Outlook

Job description

Customer Associate Supervisor

Work Location: Open to major office locations in South Dakota & Nebraska

Starting Pay Range: $57,200 to $83,300 per year

Employment Status: Regular Full-time

We offer great benefits:

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. We employ over 1,600 amazing people and serve over 800,000 customers who are our neighbors in our communities. We are a top employer and offer competitive benefits, including:

• 401K with company match up to 4% and non-elective contribution up to 7%
• Healthcare and wellbeing programs, including dental and vision for you, your spouse and dependents, Health Savings Account (HSA), healthcare and dependent care flexible spending account (FSA)
• Employee Assistance Program (Offering up to six free counseling sessions, per person, per issue, per year for employees, spouses and dependents)
• Life Insurance (Company pays basic employee policy; spouse, dependent insurance also available)
• Tuition reimbursement
• Competitive pay (Scheduled performance-based wage increases and annual incentive opportunities.)
• Paid company endorsed volunteer opportunities
• Paid training opportunities
• Paid time off starting on your first day, plus 10 paid holidays

Benefits may vary by position or as negotiated as part of a collective bargaining agreement.

About this job:

• Build and maintain strong working intra-departmental relationships to include external entities, regulatory bodies etc.
• Supervise direct reports to facilitate the customer experience within in all channels
• Oversee and address performance and service quality related to customer service, construction and central processing functions
• Monitor customer interactions through a variety of channels
• Communicate with various levels of management and departments across company to ensure the administrative needs of the divisions are being met
• Conduct salary administration
• Monitor and approve procurement card expenditures for accuracy and completeness
• Provide training, coaching and mentoring to direct reports
• Maintain and deliver performance results to direct reports
• Ability to conduct training through a variety of applications and present in front of groups
• Ability to develop, document, and train new and existing processes related to the Customer Associate position
• Monitor and approve time tickets for accuracy
• Participate in talent selection and hiring processes
• Participate on department/company committees and events
• Facilitate Change Management
• Act as an escalation point to resolve issues
• Explain rate changes, adjustments, and bill calculations to customers in a manner that ensures understanding
• The ability to maintain regular, reliable, and punctual attendance is an essential function of this position, consistent with applicable laws and reasonable accommodation requirements
• All NorthWestern Energy employees are required to adhere to the Code of Business Conduct & Ethics
• Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives
• Comply with NorthWestern Energy's internal controls, policies, practices, procedures and standards

Am I right for this job? Here's the success profile:

• Demonstrate and maintain a good safety record
• Excellent customer service skills to include the variety of customer channels
• Must be personable and enjoy working with the public
• Demonstrate and maintain a good safety record
• Excellent communication, analytical, and decision-making skills are critical
• Strong organizational skills
• Must possess strong interpersonal communication skills
• Effectively lead teams and work groups to accomplish organization goals
• Good math aptitude
• Background in computers including Genesys, SAP, eCIS+, Excel, Microsoft Office, Outlook or the ability to learn is desired or demonstrated ability to learn
• Bachelor's degree and/or equivalent experience; supervisory experience preferred
• Flexibility and adaptability are essential
• Must have a valid driver's license
• Travel up to 20% of time
• Ability to work with limited supervision and display initiative
• Expectation of extended hours as necessary
• Travel will be required throughout Montana, South Dakota and Nebraska as necessary
• Get Into Energy - Energy Industry Fundamental 2.0 certification is a plus (click the link to certify at no cost)

Requisition #5057

Posting Dates: August 18, 2026 through September 1, 2026

Department/Division: Customer Care

Employment Physical: Not Required

Drug Test: Required

Background Check: Required

Relocation Benefit: None

Telecommuting: Part-time within NorthWestern energy service territory negotiable

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, veteran status, genetic information or any other protected class in accordance with applicable federal or state laws and statutes. In compliance with the ADA Amendments Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department at 1-800-245-6977 or at [e-mail].

#DE-grandislandne #DE-kearneyne #DE-northplattene