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Customer Service Operations Manager

2 months ago

Albuquerque, New Mexico, United States PNM Resources Full time
POSTING DEADLINE

This position is posted until: Filled

DEPARTMENT

Department: Meter ABQ Meter Reading

PREFERENCES

Supervisor for the Meter Reading Department

JOB DESCRIPTION

Salary Grade: G07
Minimum Midpoint Maximum
$66,267 - $87,804 - $109,340

SUMMARY:
Under general supervision, oversees operations such as client service, billing processes, credit and field collections, customer support, division accounting, meter reading, energy theft prevention, cashiering, data management, marketing, and sales. Provides resource management and oversight through performance planning, evaluations, training, recruitment, guidance, counseling, and corrective actions. Manages regulatory, legal, and customer interactions for effective complaint resolution. Ensures compliance with collective bargaining agreements for union personnel.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Implements and ensures adherence to customer operations standards through comprehensive training for both full-time and contract staff.
  • Interprets organizational policies, departmental procedures, and work rules, ensuring compliance.
  • Assigns general work tasks for the department and delegates direction and scheduling as appropriate.
  • Directs and organizes subordinate work teams to meet departmental objectives.
  • Develops goals and objectives for the department in alignment with the overall strategic plan, establishes actionable plans, adheres to budgetary constraints, and ensures effective resource management.
  • Maintains accurate records and timely reporting.
  • Prepares and presents reports to other departments as necessary.
  • Stays informed in relevant areas of expertise and assists in problem-solving within the department.
  • Engages with customers as necessary in the execution of assigned responsibilities.
  • Ensures compliance with loss control guidelines and provides adequate training and resources for safe operations.
  • Represents the company in legal or grievance matters.
  • Assumes supervisory responsibility for planning, leading, organizing, and controlling assigned personnel, including a significant number of union and non-union staff.
  • Demonstrates effective delegation and maintains a review process to ensure objectives are achieved.
  • Manages resource utilization to meet budgetary targets while delivering quality customer service.
  • Participates in task forces and committees to develop, interpret, or revise company policies, rate tariffs, programs, or guidelines.
  • Engages in community organizations and activities to represent and support company initiatives.
  • Coordinates daily maintenance of office facilities.
COMPETENCIES:
  • Comprehensive knowledge of customer experience functions, including service transactions, cash handling, audit requirements, emergency responses, meter management, billing, collections, and customer interactions.
  • Proficient understanding of Customer Interconnection, managed accounts, and Meter Shop operations.
  • Thorough knowledge of departmental policies and procedures and areas supervised.
  • Familiarity with business office practices, company policies, rules, and regulations, and their relationship to governmental and regulatory authorities.
  • Creativity, adaptability, and judgment to resolve recurring and unique customer issues.
  • Ability to assist management in controlling and budgeting expenses.
  • Advanced interpersonal skills.
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
Bachelor's degree in a related field with five to seven years of relevant experience, or an equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess a current, legally valid driver's license and meet the company's driving record requirements.

SUPERVISORY RESPONSIBILITIES:
Conducts initial interviews, evaluates performance, rewards, and disciplines employees, addresses complaints, and resolves issues. Designs, organizes, prioritizes, schedules, and leads daily activities. Trains, mentors, and develops individual goals with each employee. Develops key outputs to ensure achievement of departmental objectives.

COMMUNICATION SKILLS:
  • Ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedural manuals.
  • Ability to effectively communicate and present information and respond to inquiries from various groups.
  • Ability to support management by conveying the department's vision and goals and assisting employees in understanding their roles in the process.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest ratios, percentages, and proportions in practical situations.

COMPUTER SKILLS:
Proficient in word processing, spreadsheet, and presentation software.
Familiarity with customer service systems, billing, field operations, invoicing, and personnel systems.
Experience with Field Collections System (FCS), Business Intelligence (BI), Computer hardware, GIS mapping Software, Customer Information System (CIS), OSHA Act of 1970, NESC standards, and workplace safety tools.

ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form. Ability to handle problems involving several concrete variables in standardized situations. Ability to successfully counsel and mentor employees in various situations regarding performance and conduct issues.

DECISION MAKING:
Makes decisions that may significantly impact the department financially.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to stand and/or walk for 2/3 of the time. Good vision, manual dexterity, balance, and the ability to reach with hands and arms are required. Ability to talk and listen. The employee must occasionally lift and/or move up to 25 pounds. May be required to work weekends.

WORK ENVIRONMENT:
Field and/or office environment.
Operate a vehicle for company use daily

EQUAL OPPORTUNITY STATEMENT

Safety Statement:
Safety is a core value at PNM Resources and our vision, "everyone goes home safe", reflects our commitment to fostering an environment conducive to learning, improvement, and safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:
PNM Resources is committed to providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA. If you require assistance with the job application process due to a disability, please contact HR ADA Analyst.

DEI Statement:
At PNM Resources, we value the diversity of our workforce and actively seek opportunities for incorporating Diversity, Equity, and Inclusion (DEI) within our family of companies. We believe a diverse workforce enriches our environment and helps us better meet the needs of our employees, customers, and shareholders. We remain committed to attracting and sustaining a diverse workforce and retaining high-performing employees who work collaboratively to carry out the Company's purpose.

PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals, and veterans are encouraged to apply.