Supervisor - Customer Relations Center
Core
Leads daily call center operations and supports representatives in delivering responsive, policy-aligned customer service for low-income programs.
Role type
Senior IC customer service supervisor
Builds
Customer service operations across phone, email, live chat, and written correspondence
Domain
Utilities + Customer Service
Required skills
Coaching, operational follow-through, judgment, union grievance handling, emergency response coordination, auditing, policy compliance, billing system knowledge, NYPSC rules knowledge, DSS procedures knowledge, complex problem troubleshooting
Preferred skills
Bachelor's degree
Technologies
Billing systems, NYPSC rules, DSS procedures
Responsibilities
Direct day-to-day customer service operations across multiple communication channels; Resolve escalated customer issues by reviewing concerns and coordinating next steps; Monitor operational quality by conducting audits of customer interactions; Develop team performance by providing coaching, counseling, feedback, and routine personnel support; Promote a customer-focused work environment by recognizing achievement and supporting high performance; Support emergency response and restoration efforts by performing supervisory stand-by duty during storms or other events
