<p>Benefits:</p> <ul> <li> <p>Competitive compensation</p> </li><li> <p>Medical, dental, and vision insurance</p> </li><li> <p>401(k) retirement savings plan with substantial company match</p> </li><li> <p>Life and travel insurance</p> </li><li> <p>Tuition assistance</p> </li><li> <p>Wellness reimbursement program</p> </li><li> <p>Paid holidays and vacation</p> </li></ul> <p>What is a Supervisor - Customer Account Services?</p> <p>A Supervisor - Customer Account Services works in the Customer Account Services Group and provides direct supervision to customer contact employees in our contact center. Supervisors play a crucial role in managing and overseeing the operations of the contact center. Supervisors ensure the customer experience is engaging, efficient, and effective to meet the highest customer service quality standards. Supervisors play a key role in employee development to meet the highest level of employee engagement.</p> <p>What does a Supervisor - Customer Account Services do?</p> <ul> <li> <p>Leads, coaches, mentors, trains, and supports customer service employees associated with the contact center which includes:</p> </li><li> <p>Tracking employee attendance</p> </li><li> <p>Conducting Quality Monitoring and Quality Assurance</p> </li><li> <p>Conducting one-on-one coaching for employees</p> </li><li> <p>Conducting monthly team meetings</p> </li><li> <p>Providing escalated customer contact support</p> </li><li> <p>Monitors and supports operations that align with Key Performance Indicators (KPI) to meet or exceed the contact center targets for service level and customer experience</p> </li><li> <p>Drives employee engagement</p> </li><li> <p>Identifies and implements new business process changes to proactively prevent issues</p> </li><li> <p>Conducts interviews for prospective employees</p> </li><li> <p>Supports storm/emergency restoration efforts during and outside of normal business hours</p> </li><li> <p>Completes additional assignments as needed</p> </li></ul> <p>What does it take to be a Supervisor - Customer Account Services?</p> <p>Required:</p> <ul> <li> <p>Associates degree in Business, Social Science, Accounting, Management, Communication or related field of study, and at least 3 years of work experience in a customer service-related role/function. In lieu of an associates degree, a high school diploma or equivalency degree and at least 5 years of previous work experience in a customer service role/function</p> </li><li> <p>Strong computer literacy including proficiency with Microsoft Office Suite (e.g., Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly</p> </li><li> <p>Excellent written and verbal communication skills to satisfy customer inquiries, concerns, and requests</p> </li><li> <p>Strong attention to detail, organizational and time management skills to effectively manage multiple priorities and deadlines</p> </li><li> <p>Must be customer-focused, self-motivated, and possess strong decision-making and critical thinking skills</p> </li><li> <p>Ability to resolve customer concerns and issues while maintaining a professional and calm demeanor</p> </li><li> <p>Flexibility to work outside of normal business hours on a rotational basis</p> </li><li> <p>Valid driver's license</p> </li></ul> <p>Preferred:</p> <ul> <li> <p>Experience supervising and leading a team, coaching, and mentoring employees; experience managing union personnel</p> </li><li> <p>Experience working in the regulated electric and/or gas utility industry</p> </li><li> <p>Experience and/or proficiency with SAP</p> </li><li> <p>Experience in a contact center environment</p> </li></ul> <p>Applications will be accepted until December 17, 2025</p> <p>Pay range: $91,800 - $128,400</p> <p>Please go to https://www.cenhud.com/employment. Click the "Search Career Opportunities" button. Follow the directions to submit an application and upload your resume for the desired position.</p> <p>Applications sent via e-mail and US Mail will not be accepted. No phone calls or agencies, please. All replies will be held in strict confidence.</p> <p>All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, creed, color, ethnicity, arrest or conviction record, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, citizenship, genetic information, familial status, marital status, pregnancy-related condition, domestic violence victim status, veteran or military status, or any other characteristic protected by federal, state or local laws. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance employment in individuals who are protected veterans and individuals with disabilities.</p> <p>VEVRAA FEDERAL CONTRACTOR</p>