Supervisor, Customer Ops - Customer Assistance

Con Edison•Brooklyn, NY

3d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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
Bilingual in English along with Spanish, preferred.

Responsibilities

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.
Ensure 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.
Work towards accomplishing Customer Assistance Center goals that include: reducing overall costs, growing the business, satisfying customer needs and promoting a competitive market.
Evaluate representatives work performance, documenting reviews and feedback, as well as recommending remedial or disciplinary action when necessary.
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.
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.
Follow our Life Support Equipment Contact Procedure, assign/track LSE Contacts, and communicate with NYPD/Westchester PD for welfare checks.
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.
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.
Clearly convey 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.
Handle logistical needs while reporting to office to ensure equipment and materials are distributed.
Performs other task and assignment as required.