What are the responsibilities and job description for the Supervisor, Customer Ops - Customer Assistance position at Con Edison Company of New York?
Overview
The Customer Service Supervisor is responsible for supervising the Customer Service Representatives (CSR); plan, direct and control activities of CSRs to ensure that customers are provided with the highest quality, courteous and efficient service, and to ensure achievement of all applicable PSC, Corporate and Section goals and standards.Responsibilities
Core Responsibilities- The Supervisor in Customer Assistance will supervise and direct up to 20 Customer Service Representatives, ensuring that customers are provided with the highest quality, courteous and efficient service, as well as ensuring the achievement of all applicable PSC, Corporate and Section goals and standards.
- The Supervisor will work towards accomplishing Customer Assistance Center goals that include: reducing overall costs, growing the business, satisfying customer needs and promoting a competitive market.
- Evaluate representatives work performance, documenting reviews and feedback, as well as recommending remedial or disciplinary action when necessary.
- Embrace a 1 experience with our internal and external customers by motivating employees to improve performance and confidence with their individual leadership and coaching skills.
- Utilize available technology and apply creative solutions to improve the quality, efficiency and productivity of Customer Assistance operations.
- Ensure uniform and consistent administration and compliance of all company practices and procedures including the Office of Diversity and Inclusion (ODI), the Companys Code Of Conduct, environmental and safety, as well as governmental regulations.
- Performs other task and assignment as required.
- Please add the following Supervisors will follow our Emergency Action Plan during ICS Events.
- Supervisors will monitor their respective workgroups through our work management tools and ensure they are adequately staffed based on CSR proficiencies.
- Supervisors in Customer Assistance who also support Walk in Center functions, are designated as primary/alternate custodians for cash handling and armored carrier pickup, follow relevant procedures to secure customer payments in the drop safe, balance funds and end of day receipts, troubleshoot basic KIOSK errors, and assist KIOSK vendor with User Acceptance Testing during software upgrades.
Qualifications
Required Education/Experience- High School Diploma/GED and five (5) years of related work experience or
- Associate's Degree and four (4) years of work experience or
- Bachelor's Degree and two (2) year of work experience is required
- 2 years More than 2 years of Customer Operations experience, required. Required
- Candidates may be required to submit a writing sample.
- Strong written and verbal communication skills and
- Demonstrated problem solving skills and
- Effective leadership skills and
- Effectively coaches and delivers constructive feedback and
- Excellent organizational skills and
- Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
- Driver's License Required
- Sit or stand to answer a phone for the duration of the workday
- Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
- Possess manual dexterity and the ability to use hands for the duration of the workday
- Ability to read small print and symbols
- Work rotating shifts, including nights, midnights, weekends and holidays
- Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
