Supervisor, Customer Service

South Jersey Industries Union , NJ 07083

Posted 3 weeks ago

Position Summary

A career in Customer Service will provide the opportunity to provide customer service relating to billing/collections as well as customer inquiries. This typically includes ensuring that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, in a timely manner and in accordance with the consumer laws. Verifies the identity of new and existing customers. Additionally, this involves ensuring good customer relations are maintained.

Roles within Customer Service are responsible for providing the best possible service in relation to billing inquiries, credit and collection, service requests (usually related to gas turn-ons), suggestions, and complaints, customer verification, as well as social media interactions. This includes ensuring positive interactions at the call centers and customer service walk-in centers. The team is responsible for tracking BPU complaints and other mandated customer experience metrics. This also includes providing and monitoring energy assistance to those who qualify. Also includes workforce management and forecasting scheduling needs. Additionally, this may include providing customers with information on programs available for energy assistance.

Roles and responsibilities for this position include, but are not limited to:

  • Supervising day-to-day activities for a team of hourly and professional employees

  • Prioritizing and assigning technical resources internally and externally; ensuring tasks are completed and team and project goals and objectives are met

  • Coordinating with other supervisors and teams to meet area work and output requirements

  • Coaching team members on task and skill proficiency and performance with manager's guidance

This role will require solid understanding of the processes, procedures and systems to produce high-quality work on fairly standard problems within the discipline. You will solve moderately complex problems and consider relative value of several alternative solutions to potential issues, before making a recommendation to the path forward. Additionally, you will use analytical skills and judgment to recommend a "best" solution.

It is expected that your decisions will impact the quality, efficiency, and effectiveness of your own team; your decisions may impact closely related teams through quality of output and service provided.You will provide immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. Generally you will supervise semi-skilled employees (e.g., assemblers, operators, clerical)

and/or skilled, support individual contributors (e.g., technicians, designers, support personnel). Additionally, you will act as an advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

Additionally, the level and nature of interaction of your role includes:

  • Overseeing others by providing work direction and supervision, relying on manager for guidance

  • Networking with senior internal and external peers in own area of expertise

This is a role that contributes through the direct supervision and/or leadership of others by accomplishing results through those subordinate team members.

Qualifications

  • Bachelor's degree with a minimum of 5 years of relevant experience. In addition, a minimum of 1 year of team lead/coaching experience is required. Equivalent work experience may be considered in lieu of degree.

Explore the Possibilities

If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow's energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.

  • We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money

  • We provide an opportunity to build a successful and rewarding career in a variety of functional business areas

  • We foster individual talents and abilities while promoting the value of teamwork

  • Our culture prepares you for a lifetime of learning and professional development

Equal Opportunity/Affirmative Action Employer


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Supervisor, Customer Service

South Jersey Industries