Supervisor, Customer Ops - Customer Assistance

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

Overview

The Customer Service Supervisor is responsible for supervising the Customer Service Representatives (CSR); plan, direct and control activities of CSRs to ensure that customers are provided with the highest quality, courteous and efficient service, and to ensure achievement of all applicable PSC, Corporate and Section goals and standards.

Responsibilities

Core Responsibilities

• The Supervisor in Customer Assistance will supervise up to 25 Customer Service Representatives who handle telephone contact, mass market and commercial customer billing including legacy and smart meter accounts, remote reconnects through CAMP, Customer Relationship Management System Cases, PEGA appointments, Electric/Gas/Steam emergency calls.
• The Supervisor will ensure that customers are provided with the highest quality, courteous and efficient service, as well as ensuring the achievement of all applicable PSC, Corporate and Section goals and standards.
• The Supervisor will work towards accomplishing Customer Assistance Center goals that include: reducing overall costs, growing the business, satisfying customer needs and promoting a competitive market.
• The Supervisor will evaluate representatives work performance, documenting reviews and feedback, as well as recommending remedial or disciplinary action when necessary.
• The Supervisor will Embrace a +1 experience with our internal and external customers by motivating employees to improve performance and confidence with their individual leadership and coaching skills.
• The Supervisor will utilize available technology and apply creative solutions to improve the quality, efficiency and productivity of Customer Assistance operations.
• Ensure uniform and consistent administration and compliance of all company practices and procedures including the Office of Diversity and Inclusion (ODI), the Companys Code Of Conduct, environmental and safety, as well as governmental regulations.
• The Supervisor will follow our Life Support Equipment Contact Procedure, assign/track LSE Contacts, and communicate with NYPD/Westchester PD for welfare checks.
• The Supervisor will monitor their respective workgroups on IC Business Manager and ensure they are adequately staffed based on CSR proficiencies.
• Document work processes to help create knowledge transfer guides and reference materials while conducting periodic reviews to identify improvement/enhancement opportunities.
• The Supervisor in Customer Assistance will support the efforts to train and onboard Customer Service Representatives during and after their Immersive Engagement period.
• Ensure direct reports are informed about company policies, procedures, best practices, facilitate training sessions, and administer On the Job Trainings/tailgates
• Responsible for clearly conveying information to internal and external stakeholders, including conducting presentations to all levels of management.
• Promote a safety conscious work environment to employees working remotely and in office.
• The Supervisor will handle logistical needs while reporting to office to ensure equipment and materials are distributed.
• Performs other task and assignment as required.

Qualifications

Required Education/Experience

• High School Diploma/GED and five (5) years of related work experience or
• Associate's Degree and four (4) years of work experience or
• Bachelor's Degree and two (2) year of work experience is required

Preferred Education/Experience

• Associate's Degree and experience with MS Word, Excel and Outlook are preferred
• Bachelor's Degree and experience with MS Word, Excel and Outlook are preferred

Relevant Work Experience

• Customer Operations experience, required.
• Experience with Customer Care & Billing required.
• Experience coaching employees in a business or learning environment, required.
• Experience using a PC including MS office applications, required.
• Bilingual in English along with Spanish, preferred.

Skills and Abilities

• Strong written and verbal communication skills
• Demonstrated problem solving skills
• Effective leadership skills
• Effectively coaches and delivers constructive feedback
• Demonstrated problem solving skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

Licenses and Certifications

• Driver's License Required

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Ability to push, pull, and lift up to 25 pounds.
• Sit or stand to answer a phone for the duration of the workday.
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday.
• Possess manual dexterity and the ability to use hands for the duration of the workday.
• Ability to stoop, bend, reach, and kneel throughout the workday.
• Ability to read small print and symbols.
• Work rotating shifts, including nights, midnights, weekends and holidays.