Section Manager 3L - OR Customer Assistance

Job Info

Jan 29, 2024


Posting Expiration Date: Mar 9, 2024

Schedule Type: Full-Time

Minimum Salary: $140000

Maximum Salary: $180000

Organization: OR Customer Service

Department: OR Customer Assistance

Section: CUST SVC - Customer Assistance

Location: NY-Spring Valley-Spring Valley Operations Ctr

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

  • Develops and monitors departmental short and long-term goals (which include Annual Team Incentive Plan (ATIP) goals and departmental Key Performance Indicators (KPIs)) for Customer Assistance in accordance with departmental and corporate objectives.
  • Ensures that the department operates in a safe and efficient manner.
  • Effectively manages offline work and assigns resources to meet workloads while maintaining all goals and KPIs.
  • Manages all non-phone work that is customer facing.
  • Ensures a timely and complete response to customer inquiries, including those received by mail and internet or through social media.
  • Responsible for focusing on continuous process improvement, strategic planning, and forecasting efforts within Customer Assistance.
  • Ensures that all activities are conducted in a manner that complies with all state, local, and federal regulations and Company procedures; includes the oversight of the organization's annual CEO Certification process.
  • Makes recommendations for improvements for Customer Assistance based on the use of data analytics.
  • Creates open lines of communication with other departments to ensure optimal levels of efficiency.
  • Evaluates regulatory commission statements, recommendations and rulings as they relate to Customer Assistance and represents the Company as needed at NYPSC and NJBPU conferences and working group meetings related to the organization. Prepares regulatory submissions and reports for Customer Assistance including interrogatory responses in proceedings and rate cases.
  • Fosterers team like atmosphere with all areas within the company.
  • Will develop and coordinate presentations for various audiences including but not limited to Executives on matters related to Customer Assistance as needed.
  • Participates in the Company's emergency management processes as Customer Operations Officer and will develop plans as required including mobilizing and directing the Customer Assistance during events where incident command structure is deployed.
  • Oversees, directs and/or participates on cross-functional teams to identify and analyze opportunities for improved Customer Service.
  • Perform other business related tasks and assignments as required.

Required Education/Experience

  • Bachelor's Degree and 8 years related work experience

Relevant Work Experience

  • 3-5 years Supervisory or managerial experience Required
  • Must posses proven leadership qualities/skills, a high work ethic, the ability to motivate people, and be dedicated to the Corporate Mission and Values. Required
  • Related work experience in Customer Service, Utility Operations, or Customer Outreach. Required
  • Strong leadership and project management skills are required. Required
  • Must possess high ethical standards and the ability to preserve and protect confidential information relative to the Company's business plans, competitive strategies and other sensitive information. Required
  • Must be well-organized, detail oriented, flexible to handle multiple assignments, and able to meet deadlines. Required
  • Strong decision-making, organizational, presentation, interpersonal, and verbal and written communication skills. Required
  • Excellent analytical and problem-solving skills and strong attention to detail are essential. Required
  • Computer literacy with proficiency in Microsoft Office Outlook, Word, Excel and PowerPoint. Required
  • Experience with Data Analytics Preferred
  • Experience interacting with customers, senior company leadership, and key external stakeholders including the PSC and/or other regulatory authorities Preferred
  • Working knowledge of regulatory processes such as preparation of rate proceedings, responding to commission orders and responses to interrogatories Preferred
  • Must have a working knowledge of utility or Company operations and policies. Preferred

Licenses & Certifications

  • Driver's License Required

Physical Demands

  • 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

Other Physical Demands

  • Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
  • Must be able and willing to travel within the O&R and CECONY service territory, to State regulatory offices, and other locations, as needed.
  • Must be able to travel to and visit customer field, construction and operating locations.
  • Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

Technical Difficulty Statement

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.