POSTING DEADLINE
This position is posted until filled.
JOB DESCRIPTION
Customer Operations Supervisor
Salary Grade: G07
Minimum Midpoint Maximum
$73,060 - $96,804 - $120,548
SUMMARY:
Under general supervision, supervises activities such as customer service, customer billing, credit and field collection, customer assistance, division accounting, meter reading, energy theft, cashiering, data entry, division accounting, marketing, and sales. Provides resource management and supervision through performance planning, appraisals, training, interviewing, hiring, directing, counseling, and corrective action and/or positive discipline. Manages regulatory, legal, and customer interface for purposes of complaint resolution. Manages to a collective bargaining agreement for union employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Implements and ensures appropriate customer operations standards are maintained through well-informed and adequately trained for full time and contract personnel.
Interprets company policies, department procedures and work rules and instructions and ensures compliance.
Sets general work assignments for the department and delegates where appropriate the direction and scheduling of these assignments.
Directs and schedules subordinate work groups to achieve departmental goals and objectives.
Formulates goals and objectives for the department to meet the overall strategic plan, establishes a plan to achieve them, adheres to a budget for the corresponding plan, and ensures proper management of resources.
Ensures that the appropriate records are maintained, and reports are issued accurately and timely.
Presents reports to other departments as necessary.
Stays current in areas of expertise and solves and assists in solving problems of the department.
Interfaces with the customer as appropriate in the dispatch of assigned responsibilities.
Ensures the department follows all guidelines related to loss control and provides adequate training and resources to accomplish work safely.
Supports and represents the company in litigation or grievance matters
Assumes supervisory responsibility for the planning, leading, organizing, and controlling of the assigned personnel, consisting of a large number of union craftsmen and other non-union personnel
Must be adept at delegation and have review process in operation to ensure objectives are met.
Manages utilization of available resources to ensure budgetary targets are met while providing quality customer service.
Participates on task forces and committees to develop, interpret, or revise company policies, rate tariffs, programs, or guidelines.
Participates in community organizations and activities to represent and support company programs.
Coordinates day to day maintenance of office building
COMPETENCIES:
In depth knowledge of customer experience functions, including service transactions, , cash handling and audit requirements, emergency calls, meter handling, billing, collections, and customer interactions.
Working knowledge of Customer Interconnection, managed accounts, and Meter Shop operations.
Thorough understanding of department policies and procedures and areas supervised.
Working knowledge of all business office practices, company policies, rules, and regulations and their relationship to governmental and regulatory authorities
Creativity, flexibility, and judgment to resolve recurring and/or unique customer problems.
Ability to assist management in controlling and budgeting costs.
Advanced interpersonal skills
QUALIFICATIONS
MINIMUM EDUCATION AND/OR EXPERIENCE:
Bachelors degree in a related field with five to seven years of related experience, or 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, appraises performance, rewards, and disciplines employees, addresses complaints, and resolves problems. 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 goals.
COMMUNICATION SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively communicate and present information and respond to questions from various groups.
Ability to support management by communicating the department vision and goals and helping employees understand their roles in the process.
MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interest ratios, and percentages, ratios, and proportions to practical situations.
COMPUTER SKILLS:
Working knowledge of word processing, spreadsheet, and presentation software
Working knowledge of customer service systems, customer billing, field operations, invoice, 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, workplace safety tools.
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to successfully counsel and mentor employees in a variety of situations regarding performance and conduct issues.
DECISION MAKING:
Makes decisions that may have significant financial impact on the department.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to stand and/or walk to 2/3 of the time. Good vision, manual dexterity, balance, and the ability to reach with hands and arms 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
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