Supervisor, Customer Ops Work Management

Overview

Responsibilities

• Core Responsibilities
• Supervise, plan, assign and direct Inactive Credit and Field Operations employees in their daily work activities.
• 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.
• Ensure established methods are adhered to in order to maintain a definite understanding of procedures.
• Ensure all work is performed and completed in a timely manner.
• Ensure safe work practices are being observed. Conducts Job briefings, safety talks, OJTs, etc.
• Ensure weekly employees are adequately trained to perform their job functions by coordinating and scheduling training, communicating and delivering job training.
• Ensures uniform and consistent administration of company procedures including Equal Employment Opportunity (EEO), substance abuse, security and productivity and Code of Conduct.
• Implement Credit & Field Operations Customer Service Procedures and guidelines.
• 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.
• Implement and aid in formulation of new systems and procedures within the office to achieve maximum performance.
• Coordinate and work with other departments, when necessary, to obtain information needed for the efficiency of the operation.
• Perform other related tasks and assignments as required.

Qualifications

• Bachelor's Degree 2 years of work related experience
• Associate's Degree 4 years of work related experience
• High School Diploma/GED 5 years of work related experience

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

• 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
• Excellent oral and written communication skills, Required
• Demonstrated ability to motivate and manage a workforce, Required
• Demonstrated ability to plan, schedule, and efficiently utilize significant equipment and human resources, Required
• Demonstrated ability to exercise independent judgment and render sound business decisions, Required
• Possess strong computer skills, including solid proficiency in MS Word, Outlook and Excel, and the ability to learn new software applications, Required
• Must be detailed oriented and have excellent organizational skills, Required
• Must have strong leadership and problem solving skills, Required
• Knowledge of CIS and CPMS, Required
• Prior supervisory experience, Preferred
• Prior work experience in an office environment, Preferred
• Knowledge of inactive gas/electric procedures, Preferred
• 1-3 years of Customer Operations experience or equivalent demonstrating strong customer focused responsibilities or leadership experience, Preferred

• Strong written and verbal communication skills
• Effectively coaches and delivers constructive feedback

• Driver's License Required

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
• Must sit or stand to answer a phone and type on a computer for an entire shift.
• Must be willing to travel within Company service territory, as needed.