Customer Operations Supervisor (Santa Fe, NM)

About the Role

Salary Grade: G07

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

PREFERENCES: Working Knowledge of Customer Operations, Interconnect, and Meter Shop Operations. Experience with AMI Metering or Functionality (Nice to have).

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.

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.

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 drivers license and meet the company's driving record requirements.

Required Skills

- 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.

Preferred 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.

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

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.