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Supervisor, Operations Customer Service

Date: Jan 20, 2023

Location: Clovis, New Mexico, US, 88101

Company: TECO

Ignite your career with New Mexico Gas Company!

By joining the NMGC family, you can count on a safety-focused work environment, competitive pay and benefits and opportunities for training and personalized development to ignite your career. We embrace diversity and the inclusion of all; our difference, unique perspectives and talents are our strengths and integral to the success of our company.

New Mexico Gas Company is a member of the Emera family of energy companies which also includes Tampa Electric, TECO and Peoples Gas.

Title: Supervisor, Operations Customer Service
Company: New Mexico Gas Company
Location: Clovis
State and City: New Mexico - Clovis
Shift: 8 Hr. X 5 Days

 

This position will be open to internal and external applicants and will close on Sunday February 5th, 2023.

The Supervisor, Operations Customer Service position pay range is $74,880 to $93,600, and placement is based on skills, experience and education of the successful candidate.

 

SUMMARY:

Under general supervision, supervises activities such as customer service, customer billing, call center operations, credit and collection, customer assistance, division accounting, meter reading, cashiering, data entry, division accounting, marketing, and sales.  Provides resource management and supervision through performance planning, appraisals, training, interviewing, hiring, directing, counseling, and corrective action.  Manages regulatory, legal, community, governmental and customer interface for purposes of complaint resolution, customer satisfaction and program management.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Implements and ensures appropriate customer service standards are maintained through well-informed and adequately trained personnel
  2. Interprets company policies and procedures and ensures compliance
  3. Assists with marketing programs and coordinates daily activities that impact area marketing plans
  4. Develops, communicates, and implements goals and objectives to meet the overall strategic marketing goals of the department
  5. Directs and schedules subordinate work groups to achieve departmental goals and objectives
  6. Ensures loss control guidelines are followed
  7. Manages utilization of available resources to ensure budgetary targets are met while providing quality customer service
  8. Investigates, supports, responds to, and resolves escalated issues from customers, management, the Public Regulatory Commission, government entities, and others, via telephone and other communication channels
  9. Provides education and training regarding escalated issues and pertinent program information to employees; coordinates training with Customer Service and other departments
  10. Participates on task forces and committees to develop, interpret, or revise company policies, rate tariffs, commission rules, programs, or guidelines
  11. Participates in and coordinates with community organizations, government agencies, and various activities to represent and support company programs
  12. Coordinates day to day maintenance of office building

 

COMPETENCIES:

  • Thorough knowledge of customer service functions and systems including service transactions, call center operations, cash handling and audit requirements, emergency calls, meter handling, billing, collections, and customer interactions
  • Working knowledge of all business office practices, company policies, rules, and regulations and their relationship to governmental and regulatory authorities
  • Working knowledge of applicable governmental and regulatory policies and rules
  • Creativity, flexibility, and judgment to resolve recurring and/or unique customer or employee issues
  • Ability to assist management in controlling and budgeting costs
  • Advanced interpersonal skills

 

QUALIFICATIONS

 

MINIMUM EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree from a four-year college or university preferably in business administration, accounting, management, or finance, with at least three years of related experience, or equivalent combination of education and/or experience related to the discipline.

 

CERTIFICATES, LICENSES, REGISTRATIONS:

Must at all times possess a valid driver's license and meet the acceptable driving record requirements of the Company.

 

SUPERVISORY RESPONSIBILITIES:

Conducts initial interviews, appraises performance, rewards and performance manages employees, addresses complaints, and resolves issues.  Designs, organizes, prioritizes, schedules, and leads daily activities.  Trains, mentors, and develops individual goals with each employee.  Develops key outputs to ensure achievement of departmental goals.

 

COMMUNICATION SKILLS:

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively communicate and present information and respond to questions from various groups
  • Ability to support management by communicating the department vision and goals and helping employees understand their roles in the process

 

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest ratios, and percentages

 

COMPUTER SKILLS:

  • Working knowledge of word processing, spreadsheet, and presentation software
  • Working knowledge of customer service, budget billing, field, invoice, and personnel systems
  • Experience with a Definity G3R switch, CMPS software, and scheduling software
  • Working knowledge of call center workforce management staffing tools
  • Working knowledge of phone system call routing and call monitoring systems

 

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.  Ability to successfully counsel and mentor employees in a variety of situations regarding performance and conduct issues.

 

DECISION MAKING:

Makes decisions that may have significant financial impact on the department.

 

PHYSICAL DEMANDS:

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time.  Good vision and ability to adjust focus is required.  Manual dexterity is required.  Must occasionally lift and/or move up to 10 pounds.

 

WORK ENVIRONMENT:

Field or office environment.
 

New Mexico Gas Company (NMGC) offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs and more!

NMGC and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our NMGC customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

New Mexico Gas Company, Inc. (NMGC) is proud to be an Equal Opportunity Employer.

NMGC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at NMGC will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy

It is the policy of NMGC to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

Application accommodations

Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

Employment for this position will be contingent upon the successful completion of pre-employment requirements, which include a background screen and drug test. Also, pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.


Nearest Major Market: Roswell

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