Sr Specialist, Customer Ops - CUST OPS Bronx Walk In Center

Job Description

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.

Core Responsibilities

• The Senior Specialist will support the management responsibilities for all Walk in Centers
• Identifies impediments to excellent customer service and develops programs/procedures to overcome them; develop and implement performance measurements to monitor quality customer service and productivity.
• Analyzes training needs within the section and develops/recommends training programs, as appropriate.
• Monitors and evaluates expenditures for labor and non-labor (materials and supplies, petty cash, etc.) as compared to prescribed limits detailed in the annual budget for the assigned area/project.
• Conducts announced and unannounced reviews to measure overall customer satisfaction and ensure timely and efficient compliance with policies and procedures; develops recommendations for improvement and follow-up to ensure they are instituted.
• Performs and documents operational reviews of the section's activities; recommends improved procedures, as appropriate, and ensures their implementation.
• Ensures consistency of processes within the section and innovates when appropriate to achieve departmental objectives within established cost constraints.
• Interface with outside agencies and firms, utility companies, security, customers, and senior management, providing information, testimony and collaboration, as appropriate. Develop relationships with various government agencies, other departments and vendors to enhance and promote Customer Operations.
• Encourages a workplace environment that fosters professionalism, safety, honest, courtesy, excellence and teamwork.
• Effectively communicates and enforces the Company's policies governing safety, code of conduct, EEO, security, chemical and substance abuse, discipline and collective bargaining agreement.
• Performs special assignments as directed by the Section Manager, General Manager, and Senior Vice President
• Perform custodian functions and will ensures procedural adherence with Walk in Centers cash handling, and armored carrier pickup,
• Ensures that Walk In Centers are adequately staffed
• Performs routine reporting of Walk in Center volume trends
• Perform other related tasks and assignments as required.

Required Education/Experience

• Bachelor's Degree and 3 years of work experience or
• Associate's Degree and 4 years of work experience or
• High School Diploma/GED and 5 years of related work experience

Relevant Work Experience

• 5-7 years Work experience in Customer Service. Knowledge of all facets of Customer Operations including, but not limited to Customer Accounting, Gas & Electric Service Rates, Customer Relations, Investigations (Complaint and Billing), Auditing, and Employee Relations. Required and
• 2 years Supervisory experience in a call center environment. Required and
• Experienced team player who has demonstrated a high regard for personal responsibility and can work with little or no supervision. Required and
• Experienced team player who has demonstrated a high regard for personal responsibility and can work with little or no supervision. Required
• Exhibits a deep commitment to excellence and a keen attention to detail. Required and
• Ability to make timely and sound decisions and takes initiative in attaining a high level of customer satisfaction. Required and
• Possesses excellent analytical, verbal and written communications skills. Required
• 2 years Supervisory experience in a Walk in Center environment Preferred

Licenses & Certifications

• Driver's License Required

Other Physical Demands

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

Technical Difficulty Statement

• For technical issues, please contact us at [email protected]

Equal Opportunity Employer

• Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual’s actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.