Supervisor- Customer Account Services

Central Hudson Gas & Electric•Poughkeepsie, NY

26d

About The Position

A Supervisor – Customer Account Services works in the Customer Account Services Group and provides direct supervision to customer contact employees in our contact center. Supervisors play a crucial role in managing and overseeing the operations of the contact center. Supervisors ensure the customer experience is engaging, efficient, and effective to meet the highest customer service quality standards. Supervisors play a key role in employee development to meet the highest level of employee engagement.

Requirements

Associates degree in Business, Social Science, Accounting, Management, Communication or related field of study, and at least 3 years of work experience in a customer service-related role/function. In lieu of an associates degree, a high school diploma or equivalency degree and at least 5 years of previous work experience in a customer service role/function
Strong computer literacy including proficiency with Microsoft Office Suite (e.g., Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly
Excellent written and verbal communication skills to satisfy customer inquiries, concerns, and requests
Strong attention to detail, organizational and time management skills to effectively manage multiple priorities and deadlines
Must be customer-focused, self-motivated, and possess strong decision-making and critical thinking skills
Ability to resolve customer concerns and issues while maintaining a professional and calm demeanor
Flexibility to work outside of normal business hours on a rotational basis
Valid driver’s license

Nice To Haves

Experience supervising and leading a team, coaching, and mentoring employees; experience managing union personnel
Experience working in the regulated electric and/or gas utility industry
Experience and/or proficiency with SAP
Experience in a contact center environment

Responsibilities

Leads, coaches, mentors, trains, and supports customer service employees associated with the contact center which includes:
Tracking employee attendance
Conducting Quality Monitoring and Quality Assurance
Conducting one-on-one coaching for employees
Conducting monthly team meetings
Providing escalated customer contact support
Monitors and supports operations that align with Key Performance Indicators (KPI) to meet or exceed the contact center targets for service level and customer experience
Drives employee engagement
Identifies and implements new business process changes to proactively prevent issues
Conducts interviews for prospective employees
Supports storm/emergency restoration efforts during and outside of normal business hours
Completes additional assignments as needed