Position: Sr Customer Operations Specialist
Location: New York NY 10003
Duration: 6 Months contract with possible extension
Pay Rate: $45/hr - $48/hr (depending on experience)
Job Description:
- Schedule: Hybrid 3 days onsite 2 days remote
- The Senior Specialist will support and assist the Section Manager in administrative, technical financial and/or operational performance an controls, quality review and employee development functions.
- Analyze trends and develop strategies to achieve excellent quality, courteous and efficient service to the customers. Develop and recommend new programs or enhancements to existing programs which result in productivity and quality improvements.
- Analyze activities to ensure the attainment of corporate and departmental goals and standards and that these activities are in compliance with all corporate and Department policies and procedures as well as PSC rules and regulations. Will ensure the implementation of Company safety, health and environmental programs as well as ensuring that safe work practices are followed and the environment is fully protected in accordance with Company Policy and governmental.
- 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.
- Develops business and technical requirements for key projects and processes changes.
- Supervise Management and Union employees as well as performing all administrative tasks associated.
- 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
Job Requirement:
- Bachelor's Degree And 3 years of work experience
- Associate's Degree And 4 years of work experience
- High School Diploma/GED And 5 years of related work experience
- Relevant Work Experience/Qualifications
- 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. Prior supervisory experience is essential.
- Must have experience with system development projects, including developing, documenting and testing business and technical requirements.
- Exhibits a deep commitment to excellence and a keen attention to detail.
- Ability to make timely and sound decisions and takes initiative in attaining a high level of customer satisfaction.
- Possesses excellent analytical, verbal and written communications skills.
- Must have experience working independently and making sound business decisions.
- Must have experience handling multiple assignments, changing priorities and meetings tight deadlines.
