Supervisor, Customer Ops Field Operations

Con Edison; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Con Edison is seeking a supervisor for Customer Operations in New York to oversee meter reading, collections, and related field activities. You will ensure safety and compliance while delivering high-quality customer service.

The role requires strong leadership, training ability, and proficiency with MS Office; travel to company locations may be required, including non-business hours during emergencies.

Qualifications

• High School Diploma/GED with 5 years related experience or
• Associate's Degree with 4 years related experience or
• Bachelor's Degree with 2 years related experience.

Responsibilities

• Supervise and direct Credit and Field Operations employees in their daily work activities, including meter reading, collection activities, and meter operations.
• Coordinate and schedule training; deliver job training and evaluations.
• Implement Credit & Field Operations Customer Service Procedures and guidelines.
• Monitor operator qualification and training requirements.
• Handle currency and deposits as part of collections activities.

Skills

Leadership

Customer service

Communication

Training

Safety procedures

MS Office

Decision making

Education

High School Diploma/GED

Associate's Degree

Bachelor's Degree

Tools

Microsoft Office

Job description

Overview

Plans, directs and controls the activities of Customer Operation employees. Ensures that these activities are performed in accordance with applicable safety and environmental instructions and procedures, operating procedures in order to affect the safe, timely, efficient, and reliable Customer Service. Ensures that customers are provided with the highest quality of service. Ensures compliance with all applicable PSC, Corporate and Section goals and standards.

Overview

Plans, directs and controls the activities of Customer Operation employees. Ensures that these activities are performed in accordance with applicable safety and environmental instructions and procedures, operating procedures in order to affect the safe, timely, efficient, and reliable Customer Service. Ensures that customers are provided with the highest quality of service. Ensures compliance with all applicable PSC, Corporate and Section goals and standards.

Responsibilities

Core Responsibilities

• Supervise and direct Credit and Field Operations employees in their daily work activities, which include meter reading, collection activities, electric / gas meter installation / operation maintenance, and other compliance requirements.
• Ensure weekly employees are adequately trained to perform their job functions by coordinating and scheduling training, communicating and delivering job training, and performing training and field observations and evaluations.
• Implement Credit & Field Operations Customer Service Procedures and guidelines.
• Monitor and ensure operator qualification and training requirements are met.
• Handle currency (cash, checks) as collected during collections activities, verify counts for accuracy, and prepare and conduct deposits as needed.
• Supervise meter related compliance observations as required by OSHA
• Ensure safe work practices are being observed. Conducts Job briefings, safety talks, OJTs, JSSE's, etc.
• Ensures uniform and consistent administration of company procedures including Equal Employment Opportunity (EEO), substance abuse, security and productivity and Code of Conduct.
• Participates in Site Safety support for weather-related ICs and/or Corporate CERC emergencies as necessary. Provides support on a 24-hour basis as needed during Corporate emergencies.
• Perform other related tasks and assignments as required.

Qualifications

Required Education/Experience

• High School Diploma/GED and 5 years of work related experience or
• Associate's Degree and 4 years of work related experience or
• Bachelor's Degree and 2 years of work related experience

Preferred Education/Experience

• Bachelor's Degree and a minimum of 3 years of experience in customer service.

Relevant Work Experience

• Minimum of 2-5 years work experience required with a minimum of 1 year of Customer Operations experience or equivalent experience demonstrating strong customer-focused responsibilities, required.
• Excellent oral and written communication skills, required.
• Demonstrated ability to motivate and manage a workforce, required.
• Demonstrated ability to plan, schedule, and efficiently utilize significant equipment and human resources, required.
• Demonstrated ability to exercise independent judgment and render sound business decisions, required.
• Possess strong computer skills, including proficiency in Microsoft Office products (MS Word, Excel, PowerPoint, Access) and the ability to learn new software applications, required.
• Must be detailed oriented and have excellent organizational skills, required.
• Must have strong leadership and problem-solving skills, required.
• Prior work experience in an operating environment, preferred.
• Prior supervisory experience, preferred.
• Knowledge of gas and/or electric meter installations, cycle meter reading, turn on/off of gas and/or electric meters, underground and overhead electric equipment, theft of service, and remote metering devices, preferred.
• Knowledge of CIS and Customer Operations Credit and Collections policies and procedures, preferred.
• 1-3 years of Customer Operations experience or equivalent experience demonstrating strong customer focused responsibilities or leadership experience, preferred.

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.
• Must be able to travel to various company locations.
• Must have personal Vehicle for Company Use.