Supervisor, OR Customer Service

2 weeks ago

New York, United States National Guard Employment Network Full time
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Minimum Salary: $80000

Maximum Salary: $115000

Mission Statement
  • Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company's mission by excelling at our three corporate priorities - safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.
Core Responsibilities
  • At O&R, we have and we all need to take special interest in our customers, both within the company and externally. As an employee, you need to commit to these ideals of developing a proactive, customer-centric culture to foster trust and confidence among customers and improve value for all our stakeholders.
  • Ensure uniform and consistent administration and compliance of all company practices and procedures including the Office of Diversity and Inclusion (ODI), the Company's Code Of Conduct, environmental and safety, as well as governmental regulations.
  • Responsible for supervising the Account Coordinators and Sr. Account Coordinators ensuring their work activities are accurate, timely, and within compliances and complete.
  • Will evaluate employees work performance, coach, and develop, document reviews and feedback, as well as recommend corrective or disciplinary action, when necessary, to ensure a standard of performance excellence is continuously met.
  • Embraces an exceptional customer service practice by inspiring employees, partnership with customers, thereby fostering the department's commitment of positive customer experiences.
  • Utilize available technology and apply creative solutions to help improve the quality, efficiency and productivity of the team.
  • Approves expenditures for labor, office supplies and equipment within authorized limits.
  • Support with data compilation, analysis and information related to Account Coordinator's an Sr. Account Coordinator's work activities; including direct feedback from customer interactions and communications.
  • Acts as resources to coordinators in handling project data inquiries, update to project notes and completion of time sensitive checklist items. Handle escalations as needed.
  • Acts as resource to New Business leadership team in providing data analytics, pertinent customer feedback, current work trends and work observations in an effort to improve overall department functionality.
  • Performs other task and assignment as required.
Additional Qualifications/Responsibilities

Required Education/Experience
  • Bachelor's Degree and Bachelor's degree, with a minimum of two years related work experience or
  • Associate's Degree and Associate's degree, with a minimum of four years related work experience or
  • High School Diploma/GED and High School Diploma/GED with a minimum of five years of related work experience
Relevant Work Experience
  • Supervisory experience is required Required
  • Must be prepared to work in a high-volume, fast paced, customer-facing work environment. Required
  • Must be well organized, detail oriented and flexible to handle multiple assignments and deadlines. Required
  • Must possess excellent listening, oral and written communication skills, and have the ability to effectively interact with customers, support staff, and various levels of management. Required
  • Must be able to work independently and in a team environment. Required
  • Must possess effective leadership skills Required
  • Must have strong interpersonal skills and excellent telephone skills. Required
  • Must have good analytical skills. Required
  • Demonstrated proficiency with all Microsoft Office applications - Excel, Outlook, Access, Word, and PowerPoint. Required
  • Knowledgeable of and understanding of the current operations systems including but not limited to Customer Care and Billing (CC&B); the Work Management System (WMS), NRG, OMS and department project management System and the working interaction between the systems and future systems which may interact or replace the above. Preferred
  • Fundamental understanding of the New Business Services policies and procedures is preferred. Preferred
Licenses & Certifications
  • Driver's License Required
Other Physical Demands
  • Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
  • Must be able and willing to travel as needed.

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