Customer Service Supervisor

PNM; Albuquerque (NM); On-site; USD 73,000 - 121,000; Full time

Job summary

PNM is seeking a Customer Service Supervisor to lead call center operations, billing, and customer interactions in a fast-paced department. The role involves guiding teams, ensuring service standards, and managing budgeted resources to meet targets.

The position requires a Bachelor's degree in business/management/finance with 1–3 years of related experience, and may include credit checks given the financial nature of duties.

Qualifications

• Bachelor's degree from a four-year college or university in business administration, accounting, management, or finance, with one to three years of related experience, or equivalent combination of education and/or experience.

Responsibilities

• Supervises customer service, billing, call center operations, credit and collections, and customer interface for complaint resolution.
• Directs and schedules subordinate work groups to achieve department goals and objectives.
• Ensures compliance with company policies, procedures, rate tariffs, and regulatory requirements.
• Manages budget and resource utilization to meet targets while delivering quality service.
• Participates in community activities to represent company programs.
• Provides training, coaching, and performance feedback to staff; conducts interviews and hiring.

Skills

Customer service

Supervision

Budgeting

Interpersonal skills

Communication

Education

Bachelor's degree in business/management/finance

Tools

Definity G3R switch

CMPS software

Scheduling software

Job description

Department: Customer Service Call Center

JOB DESCRIPTION

Customer Service Supervisor

Salary Grade: G07
Minimum Midpoint Maximum
$73,060- $96,804- $120,548

Given the financial nature of this position, this position may be required to obtain a credit check depending on location. If the position is covered, prior to being hired, promoted, or transferred into the position, the candidate must successfully pass a credit background check.

SUMMARY

Under general supervision, supervises activities such as customer service, customer billing, call center operations, credit and collection, customer assistance, division accounting, meter reading, cashiering, data entry, division accounting, marketing, and sales. Provides resource management and supervision through performance planning, appraisals, training, interviewing, hiring, directing, counseling, and corrective action. Manages regulatory, legal, and customer interface for purposes of complaint resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Implements and ensures appropriate customer service standards are maintained through well-informed and adequately trained personnel

Interprets company policies and procedures and ensures compliance

Assists with marketing programs and coordinates daily activities that impact area marketing plans

Develops, communicates, and implements goals and objectives to meet the overall strategic marketing goals of the department

Directs and schedules subordinate work groups to achieve departmental goals and objectives

Ensures loss control guidelines are followed

Manages utilization of available resources to ensure budgetary targets are met while providing quality customer service

Participates on task forces and committees to develop, interpret, or revise company policies, rate tariffs, programs, or guidelines

Participates in community organizations and activities to represent and support company programs

Coordinates day to day maintenance of office building

COMPETENCIES

Thorough knowledge of customer service functions, including service transactions, call center operations, cash handling and audit requirements, emergency calls, meter handling, billing, collections, and customer interactions

Working knowledge of all business office practices, company policies, rules, and regulations and their relationship to governmental and regulatory authorities

Creativity, flexibility, and judgment to resolve recurring and/or unique customer problems

Ability to assist management in controlling and budgeting costs

Advanced interpersonal skills

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE

Bachelor¿s degree from a four-year college or university preferably in business administration, accounting, management, or finance, with one to three years of related experience, or equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS

Must possess a current, legally valid driver¿s license and meet the company¿s driving record requirements.

SUPERVISORY RESPONSIBILITIES

Conducts initial interviews, appraises performance, rewards and disciplines employees, addresses complaints, and resolves problems. Designs, organizes, prioritizes, schedules, and leads daily activities. Trains, mentors, and develops individual goals with each employee. Develops key outputs to ensure achievement of departmental goals.

COMMUNICATION SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Ability to write reports, business correspondence, and procedure manuals

Ability to effectively communicate and present information and respond to questions from various groups

Ability to support management by communicating the department vision and goals and helping employees understand their roles in the process

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest ratios, and percentages

COMPUTER SKILLS

Working knowledge of word processing, spreadsheet, and presentation software

Working knowledge of customer service, budget billing, field, invoice, and personnel systems

Experience with a Definity G3R switch, CMPS software, and scheduling software

ANALYSIS AND PROBLEM-SOLVING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to successfully counsel and mentor employees in a variety of situations regarding performance and conduct issues.

DECISION MAKING

Makes decisions that may have significant financial impact on the department.

PHYSICAL DEMANDS

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT

Field or office environment.

DEGREES

Bachelors Degree

LICENSES / CERTIFICATIONS

Driver's License (Required)

SAFETY AND ADA STATEMENT

Safety Statement

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement

If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.