Overview

Plans, directs and controls the activities of Customer Operation employees. Ensures that these activities are performed In accordance with applicable safety and environmental instructions and procedures, operating procedures in order to affect the sate, timely, efficient, and reliable Customer Service. Ensures that customers are provided with the highest quality of service. Ensures compliance with alt applicable PSC, Corporate and Section goals and standards.

Responsibilities

Core Responsibilities

• Supervise and direct Credit and Field Operations employees in their daily work activities, which include collection activities, electric / gas meter installation, operation and maintenance, meter reading and compliance requirements.
• Ensure weekly employees are adequately trained to perform their job functions by coordinating and scheduling training, communicating and delivering job training, and performing training and field observations and evaluations.
• Implement Credit & Field Operations Customer Service Procedures and guidelines.
• Monitor and ensure operator qualification and training requirements are met.
• Handle currency (cash, checks) as collected during collections activities, verify counts for accuracy, and prepare and conduct deposits as needed.
• Supervise meter related compliance observations as required by OSHA
• Ensure safe work practices are being observed. Conducts Job briefings, safety talks, OJTs, JSSE's, etc.
• Ensures uniform and consistent administration of company procedures including Equal Employment Opportunity (EEO), substance abuse, security and productivity and Code of Conduct.
• 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.
• Perform other related tasks and assignments as required.
  
  

Qualifications

Required Education/Experience

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

Preferred Education/Experience

• Bachelor's Degree and a minimum of 2 years of customer service experience.
  
  

Relevant Work Experience

• 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 proficiency in Microsoft Office products (MS Word, Excel, Powerpoint, Access) 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
• Prior supervisory experience Preferred
• Prior work experience in an operating environment Preferred
• Knowledge of gas and/or electric meter installations, cycle meter reading, turn on/off of gas and/or electric meters, underground and overhead electric equipment, theft of service, and remote metering devices Preferred
• Knowledge of CIS and Customer Operations Credit and Collections policies and procedures Preferred
• 1-3 years of Customer Operations experience or equivalent experience demonstrating strong customer focused responsibilities or leadership experience Preferred
  
  

Licenses and Certifications

• Driver's License Required
  
  

Additional Physical Demands

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
• Must be willing to obtain US DOT Operator Qualification for tasks associated with gas meter turn on/off, valve integrity testing, and identification of hazardous gas conditions.