Customer Ops Supervisor — Service Excellence

Consolidated Edison, Inc.; New York, Northern (NY, KY); Hybrid; USD 90,000 - 121,000; Full time

Benefits offered by this job

Health Savings Accounts

401(k) with robust matching

Generous paid time off

Employee Stock Purchase Plan

Job summary

Consolidated Edison Company of New York, Inc. (Con Edison) is seeking a Supervisor in Customer Assistance to lead a team of Customer Service Representatives and deliver high-quality customer care for residential and commercial accounts.

The role emphasizes directing daily operations, coaching, and meeting PSC, Corporate, and Section goals while maintaining compliance and service excellence across channels.

Qualifications

• Supervise up to 25 Customer Service Representatives.
• Experience in Customer Care & Billing.
• Experience coaching employees in a business or learning environment.
• Proficient in Microsoft Office applications.
• Bilingual English/Spanish preferred.

Responsibilities

• Supervise up to 25 Customer Service Representatives who handle telephone contact and billing.
• Ensure the highest quality, courteous and efficient service and achievement of goals.
• Evaluate performance and provide corrective action as needed.
• Coach staff to improve performance and customer handling.
• Coordinate training and knowledge transfer for onboarding and ongoing development.
• Adhere to safety, compliance, and company policies.

Skills

Customer operations

Leadership

Communication

Problem solving

MS Office

Bilingual English/Spanish

Education

High School Diploma/GED

Associate's Degree

Bachelor's Degree

Tools

MS Word

Excel

Outlook

PowerPoint

Job description

Consolidated Edison Company of New York, Inc. (Con Edison) is seeking a Supervisor in Customer Assistance to lead a team of Customer Service Representatives and deliver high-quality customer care for residential and commercial accounts.

The role emphasizes directing daily operations, coaching, and meeting PSC, Corporate, and Section goals while maintaining compliance and service excellence across channels.