Supervisor, Escalations
About The Position
As a member of the SJIU Customer Experience leadership team, you’ll be at the heart of our customer service operations, ensuring the delivery of first-class service with every interaction as we live out our commitment to customers to provide safe, reliable, affordable natural gas service. Our customer experience teams are available nearly 365 days a year to address customers’ safety concerns, billing inquiries and requests for service, as well as to provide general information and education around their relationship and interactions with our utilities. This team is critical to the success of our operation and our company, so best in class training and continuous improvement efforts are critical. A career in the Customer Operations organization offers the opportunity to support the Call Center, Collections, Escalations, and Outreach/Energy Assistance teams as they work to assist customers in managing their gas accounts. This role will provide operational stability and leadership support across both utilities while strengthening customer experience, regulatory compliance and interdepartmental communication. By having a dedicated escalation-focused supervisor, the organization can improve response times, reduce complaint escalation levels, identify operational gaps, and enhance overall customer satisfaction.
Requirements
- Bachelor’s degree with a minimum of 5 years of relevant experience in Business Administration, Customer Service, Communications or other relevant fields
- In addition, a minimum of 1 year of team lead/coaching experience is required.
- Equivalent work experience may be considered in lieu of degree.
Responsibilities
- Provide daily operational supervision for the SJIU Escalations team in concert with NJBPU recommendations and regulatory requirements.
- Serve as the primary point of contact for all SJG/ETG escalations that come through (Government Affairs, Legal, or the Presidents’ office)
- Ensure integrity and compliance with company collections & NJBPU policies, rules and regulations.
- Maintain personnel records including attendance, payroll and weekly schedules/adjustments.
- Evaluate workload for assignment and prioritization of duties.
- Implement recommendations in conjunction with department needs.
- Work collaboratively with direct reports and CX Leadership to ensure teams are trained and resourced to meet goals and remain compliant.
- Assist with preparation and maintenance of process documentation.
- Provide intradepartmental support regarding escalations-based outreach.
- Recommend hiring, discipline, discharge, transfer, and promotion of personnel to ensure productivity and quality; provide communication, feedback and guidance on job performance to team members for purposes of growth, development, and succession planning.
- Perform duties inherent in all supervisory, professional and administrative positions.
- Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required.
- Provide as support/backup for SJG & ETG Escalations team.
- Create and maintain an environment of inclusion and engagement for team members and peers at all levels, as well as for customers, always demonstrating positive working relationships
Benefits
- Flexible vacation, Paid Time Off, and Sick Leave package
- Comprehensive Health, Dental, and Vision Insurance
- Short-term and Long-term Disability Insurance
- 401(k), with generous company match
- Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
