Customer Ops Lead & Performance Coach

Consolidated Edison Company of New York; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Consolidated Edison Company of New York is seeking a Customer Service Supervisor to oversee a team of up to 25 CSRs handling telephone contacts and billing for various customer segments, including legacy and smart meter accounts. The role emphasizes delivering high-quality, courteous service while meeting PSC, Corporate, and Section goals.

Responsibilities include monitoring performance, coaching staff, and driving improvements in efficiency and cost control, with a focus on maintaining

Qualifications

• Strong written and verbal communication skills.
• Demonstrated problem solving skills.
• Effective leadership and coaching abilities.
• Proficiency with MS Office applications (Word, Excel, Outlook, PowerPoint).

Responsibilities

• Supervise up to 25 Customer Service Representatives handling telephone, billing and related activities.
• Ensure high quality, courteous and efficient service and alignment with goals and standards.
• Evaluate performance, provide feedback, and recommend remedial actions when needed.
• Train and onboard CSRs during immersion periods and ongoing coaching.
• Maintain knowledge transfer materials and adhere to company policies and safety regulations.
• Coordinate with internal/external stakeholders and manage shift staffing.

Skills

Strong written and verbalcommunication

Demonstrated problem solving

Effective leadership

Education

High School Diploma/GED plus 5 years of related experience

Associate's Degree plus 4 years of experience

Bachelor's Degree plus 2 years of experience

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Job description

Consolidated Edison Company of New York is seeking a Customer Service Supervisor to oversee a team of up to 25 CSRs handling telephone contacts and billing for various customer segments, including legacy and smart meter accounts. The role emphasizes delivering high-quality, courteous service while meeting PSC, Corporate, and Section goals.

Responsibilities include monitoring performance, coaching staff, and driving improvements in efficiency and cost control, with a focus on maintaining