Con Edison

Supervisor - Specialized Activities Priority Customer Group

New York, NY

other

$80,000-$118,000

On-site

Utilities

About This Job

Overview

Come be a part of our Customer Operations Team as a Supervisor, where you will have the opportunity to learn and grow in a thriving industry! You will be part of a culture where information is shared and new ideas are welcomed. We provide a positive experience with every customer we work with. You will have ability to enhance the customer experience while learning all aspects of our business. The Supervisor will directly supervise Customer Service Representatives and subordinate titled personnel who handle all aspects of the Priority Customer Group.

Responsibilities Core Responsibilities

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The Supervisor in Specialized Activities - Priority Customer Group (PCG) will supervise up to 15 Customer Service Representatives (CSR) who handle telephone/email customer contact within the various PCG functions such as LSE/Medical Hardship Certification and Recertification process, support and monitor our Unidentified (UNID)/Misapplied Payments investigations, CONCERN program (Elderly, Blind and Disable), Claims, Bankruptcy and Subpoena processes.

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The Supervisor will ensure that customers are provided with the highest quality, courteous and efficient service, as well as ensuring adherence with all Public Service Commission Regulations (PSC), Corporate Policies and Customer Service Procedures.

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Evaluate work performance of direct reports on an on-going basis and provide timely feedback and coaching to improve quality and productivity. This includes documenting reviews and feedback, as well as recommending remedial or disciplinary action when necessary.

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Monitor daily activities to ensure tasks are completed efficiently and effectively.

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Document work processes to help create knowledge transfer guides and reference materials while conducting periodic reviews to identify improvement/enhancement opportunities

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Responsible for clearly conveying information to internal and external stakeholders, including conducting presentations to all levels of management, and providing one-stop service and a +1 Customer Experience.

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Ensure uniform and consistent administration and compliance of all company practices and procedures including Diversity, Equity, & Inclusion (DE&I), the Company's Code of Conduct, environmental and safety, as well as governmental regulations.

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Schedule and facilitate meetings, track tasks, and develop status reports.

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Communicate with customers and demonstrate the ability to investigate and satisfactorily solve complaints.

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Administer On the Job Trainings (OJT).

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Ensure direct reports are informed about company policies, procedures, and best practices.

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Identify opportunities to update and improve customer service procedures and make recommendations.

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Perform other related tasks and assignments as required.

Qualifications Required Education/Experience

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Bachelor's Degree and 2 years of related work experience or

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Associate's Degree and 4 years of related work experience or

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High School Diploma/GED and 5 years of related work experience

Preferred Education/Experience

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Bachelor's Degree and 2 years of related work experience Supervisory Experience

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Associate's Degree and 4 years of related work experience Supervisory Experience

Relevant Work Experience

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Customer Operations experience, or equivalent experience demonstrating strong customer focused responsibilities, required.

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Must have experience interacting and partnering with various levels of management and internal/external organizations, required.

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Must have experience handling multiple assignments, changing priorities and meetings tight deadlines, required.

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Must have experience working independently and making sound business decisions, required.

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Must have demonstrated analytical experience, required.

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Functional knowledge of Customer Care and Billing (CC&B), preferred.

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Supervisory experience, preferred.

Skills and Abilities

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Demonstrated problem solving skills

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Strong written and verbal communication skills

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Demonstrates excellent judgment and decision making skills

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Well organized, detail oriented and flexible to handle multiple assignments

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Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

Licenses and Certifications

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Driver's License Required

Additional Physical Demands

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The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

Supervisor - Specialized Activities Priority Customer Group

About This Job

Qualifications Required Education/Experience

Preferred Education/Experience

Relevant Work Experience

Skills and Abilities

Licenses and Certifications

•Driver's License Required

Additional Physical Demands

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