Customer Service Supervisor - Meridian Business Office

Customer Service Supervisor

The Customer Service Supervisor is responsible for leading and developing a team of Customer Service Representatives within a single local business office. This role ensures high-quality customer service delivery, accurate customer transaction processing, and compliance with all operational, financial, and regulatory requirements. The supervisor is also accountable for completing and validating operational SOX reviews to ensure full compliance with established internal controls as well as compliance assessment completion and support. Availability for storm support, including after-hours availability as needed, is required. The Customer Service Supervisor will also play an integral role in ensuring customer service employees are highly proficient in and fully utilizing Service Cloud to support business readiness criteria ahead of C2M implementation.

Job Requirements: (Education, Experience, Knowledge, Skills)

Education & Experience

• College degree is highly preferred
• Experience in Service Cloud, CSS, iNovah, billing processes, customer service standards, and daily office operations is highly preferred
• Strong understanding of MPC Rules Governing Electric Service.
• Experience in performance management or coaching/supporting non-exempt employees is preferred.
• Experience in SOX compliance, internal controls, and/or customer transaction assessments is ideal.

Skills and Knowledge

• Demonstrate clear commitment to Service Cloud utilization through personal usage and promotion within the team
• Extensive knowledge of CSS
• Comprehensive knowledge of customer service standards, policies, procedures, and best practices
• Broad knowledge of company operations and customer-impacting business functions including billing adjustments, collections, payment processing and electric service inquiries
• Ability to effectively manage and lead through a broad spectrum of business and employee needs including oversight of daily office functions for cash handling and customer support.
• Demonstrate excellent interpersonal skills and seasoned judgment
• Demonstrate timeliness and confidence in decision-making with a strong focus on balancing employee, customer, and business needs
• Exceptional oral and written communication, evaluation, and analytical abilities
• Ability to collaborate, provide direction, and interpret and apply policies/procedures effectively and consistently

Behavioral Attributes:

• Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance
• Cultivate a culture that is inclusive and ensures employees feel supported and valued for their contributions
• Ensure consistent application and enforcement of company and business policies and procedures to maintain a fair and compliant work environment
• Lead by example
• Serve as a change agent to support employees through go-live and C2M conversion activities and beyond
• Consistently set and maintain high performance standards for yourself and the team
• Build trust and credibility across the team by maintaining a people-focused leadership style that balances both employee and business needs
• Consistently contribute to team and organizational success by prioritizing and closing personal skill gaps to more effectively support the needs of the team
• Maintain a high degree of self-awareness and be recognized as a credible and approachable resource for employees needing assistance with customer scenarios
• Remain calm and decisive in managing crises or emergency situations, ensuring the safety and well-being of employees and customers

Major Job Responsibilities:

• Oversee day-to-day operations and workflow to ensure smooth and efficient service delivery.
• Provide leadership that emphasizes coaching, development, and performance growth for non-exempt Customer Service Representatives, fostering a culture of learning and accountability that empowers Customer Service Representatives to deliver world-class service and reach their full potential.
• Oversee and ensure accuracy and compliance in all customer payment transactions and cash management processes.
• Review and document SOX compliance reviews.
• Provide support in escalated customer issues and resolve complex inquiries, including PSC and BBB inquiries.
• Provide support during storm events or emergency operations.
• Work closely with all leaders within Customer Care to ensure team efforts are aligned in support of departmental goals and properly support employee needs
• Remain calm and decisive in managing crises or emergency situations, ensuring the safety and well-being of employees and customers