Con Edison

Supervisor, Customer Ops Work Management

Bronx, NY

$100,000-$118,000

About This Job

Overview

Plans, directs, supports and controls the activities and workflow of Customer Operations employees. Ensures that these activities are performed in accordance with applicable safety and environmental instructions and follows our Customer Service Procedures in order to provide safe, timely and efficient Customer Service. Ensures Internal and External customers are provided the highest quality of service. Ensures compliance with all applicable PSC, Corporate and Section goals and standards.

Responsibilities

Core Responsibilities

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Core Responsibilities

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Supervise, plan, assign and direct Inactive Credit and Field Operations employees in their daily work activities.

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Direct the workflow of the staff to ensure phones, emails, etc. are covered, field employees are supported, and customer records are updated and completed on a timely basis.

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Ensure established methods are adhered to in order to maintain a definite understanding of procedures.

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Ensure all work is performed and completed in a timely manner.

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Ensure safe work practices are being observed. Conducts Job briefings, safety talks, OJTs, etc.

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Ensure weekly employees are adequately trained to perform their job functions by coordinating and scheduling training, communicating and delivering job training.

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Ensures uniform and consistent administration of company procedures including Equal Employment Opportunity (EEO), substance abuse, security and productivity and Code of Conduct.

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Implement Credit & Field Operations Customer Service Procedures and guidelines.

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Participates in Site Safety support for weather-related ICS and/or Corporate CERC emergencies as necessary. Provides support on a 24-hour basis as needed during Corporate emergencies.

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Implement and aid in formulation of new systems and procedures within the office to achieve maximum performance.

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Coordinate and work with other departments, when necessary, to obtain information needed for the efficiency of the operation.

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Perform other related tasks and assignments as required.

Qualifications

Required Education/Experience

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Bachelor's Degree 2 years of work related experience

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Associate's Degree 4 years of work related experience

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High School Diploma/GED 5 years of work related experience

Preferred Education/Experience

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Bachelor's Degree 2 years of work related experience a minimum of 3 years customer service experience preferred

Relevant Work Experience

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Minimum of 2-5 years work experience required with a minimum of 1 year of Customer Operations experience or equivalent experience demonstrating strong customer-focused responsibilities, Required

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Excellent oral and written communication skills, Required

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Demonstrated ability to motivate and manage a workforce, Required

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Demonstrated ability to plan, schedule, and efficiently utilize significant equipment and human resources, Required

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Demonstrated ability to exercise independent judgment and render sound business decisions, Required

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Possess strong computer skills, including solid proficiency in MS Word, Outlook and Excel, and the ability to learn new software applications, Required

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Must be detailed oriented and have excellent organizational skills, Required

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Must have strong leadership and problem solving skills, Required

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Knowledge of CIS and CPMS, Required

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Prior supervisory experience, Preferred

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Prior work experience in an office environment, Preferred

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Knowledge of inactive gas/electric procedures, Preferred

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1-3 years of Customer Operations experience or equivalent demonstrating strong customer focused responsibilities or leadership experience, Preferred

Skills and Abilities

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Strong written and verbal communication skills

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Effectively coaches and delivers constructive feedback

Licenses and Certifications

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Driver's License Required

Additional Physical Demands

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Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

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Must sit or stand to answer a phone and type on a computer for an entire shift.

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Must be willing to travel within Company service territory, as needed.

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