Customer Operations Team Lead — Impact & Growth

Con Edison; New York (NY); On-site; USD 90,000 - 121,000; Full time

Benefits offered by this job

Health Savings Accounts

401(k) with matching

Paid holidays

Job summary

Consolidated Edison Company of New York, Inc. is seeking a Supervisor for Customer Assistance to lead a team of up to 25 CSRs, ensuring top-tier customer service and adherence to PSC and company standards. The role emphasizes coaching, performance reviews, and process improvements.

This full-time on-site position requires strong communication, leadership, and problem-solving skills, with a focus on efficient operations and customer satisfaction. NY-based location and rotating shifts may apply.

Qualifications

• Experience in customer operations or call centers is required.
• Experience coaching employees in a business or learning environment.
• Proficiency with MS Word, Excel, Outlook; PowerPoint beneficial.

Responsibilities

• Supervise up to 25 Customer Service Representatives.
• Ensure high quality, courteous and efficient service.
• Monitor performance and provide feedback and coaching as needed.
• Drive achievement of PSC, Corporate and Section goals and standards.
• Coordinate training and onboarding during Immersive Engagement.
• Promote safety in remote and in-office work environments.

Skills

Strong communication

Leadership

Coaching

MS Office

Education

Bachelor's degree or 2+ years

Associate's degree plus 4 years

High School Diploma/GED plus 5 years

Tools

PEGA

CRM Systems

Job description

Consolidated Edison Company of New York, Inc. is seeking a Supervisor for Customer Assistance to lead a team of up to 25 CSRs, ensuring top-tier customer service and adherence to PSC and company standards. The role emphasizes coaching, performance reviews, and process improvements.

This full-time on-site position requires strong communication, leadership, and problem-solving skills, with a focus on efficient operations and customer satisfaction. NY-based location and rotating shifts may apply.