Job Description

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 safe, timely, efficient, and reliable Customer Service. Ensures that customers are provided with the highest quality of service. Ensures compliance with all applicable PSC, Corporate and Section goals and standards.

Core Responsibilities

• Supervise and direct Credit and Field Operations employees in their daily work activities, which include meter reading, collection activities, electric / gas meter installation / operation maintenance, and other 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.

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 3 years of experience in customer service.

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 work experience in an operating environment, preferred.
• Prior supervisory experience, 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

• 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.
• Must be able to travel to various company locations.
• Must have personal Vehicle for Company Use.

Mission Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Benefits:

We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Rich medical & pharmacy benefits, including vision benefits
• Dental benefits
• Health Savings Accounts
• Health Care and Dependent Care Flexible Spending Accounts
• 401(k) with robust matching
• Employer paid Pension Plan
• Employee Stock Purchase Plan with a generous matching contribution
• State of the art Employee Assistance Program
• Paid Parental Leave
• Generous paid time off plus paid holidays
• Family support: emergency backup child, & elder care assistance
• Social responsibility and volunteer opportunities
• Employee discount program
• Commuter Benefits
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Life and Long-Term Disability Benefits

*Please be aware that some benefits may not apply to provisional or part-time job titles.