Supervisor, Credit & Field Operations

The Supervisor is responsible for planning, directing, and overseeing the daily activities of Customer Operations employees supporting Credit & Field Operations.

This role ensures work is performed safely, efficiently, and in compliance with all applicable Company, PSC, and departmental standards. The Supervisor oversees office workflows, supports field operations, and ensures high-quality customer service is delivered to both internal and external customers. Key responsibilities include supervising staff, managing workflow and system processing, ensuring timely completion of work, and supporting operational and emergency response needs.

Core Responsibilities

• Supervise, plan, assign, and direct Customer Operations employees in their daily work activities, including CSR staff supporting RPU, Inactive Accounts, and Work Management operations
• Direct workflow to ensure adequate coverage of phones, email queues, and operational support for field employees, and ensure timely completion of customer records and work activities.
• Oversee processing and tracking of work in systems such as CC&B, Operations Optimizer, Service Link, and other work management tools.
• Ensure creation and completion of daily work activities
• Ensure all work is completed accurately and within established timeframes.
• Ensure adherence to established procedures, policies, and compliance requirements
• Promote and enforce safe work practices; conduct job briefings, safety talks, and on-the-job training.
• Ensure employees are adequately trained by coordinating and delivering training programs.
• Monitor employee performance, provide coaching, and deliver constructive feedback.
• Ensure consistent administration of company policies including EEO, Code of Conduct, and productivity standards.
• Implement and support Customer Service Procedures and operational guidelines.
• Support development and implementation of improved processes, systems, and workflow efficiencies.
• Coordinate with internal departments and stakeholders to support efficient operations.
• Manage documentation, reporting, communications, and incentive tracking where applicable.
• Provide support during emergencies and storm operations, including 24-hour coverage as needed.
• Perform other related assignments as required.

Required Education/Experience

• High School Diploma/GED and 5 years of work related experience or
• Associate's Degree and 4 years of work related experience or
• Bachelor's Degree and 2 years of work related experience

Preferred Education/Experience

• Bachelor's Degree and with a minimum of 3 years customer service experience preferred

Relevant Work Experience

• Minimum of 2-5 years work experience required with a minimum of 1 year of Customer Operations experience or equivalent experience demonstrating strong customer-focused responsibilities, required.
• Excellent oral and written communication skills, required.
• Demonstrated ability to motivate and manage a workforce, required.
• Demonstrated ability to plan, schedule, and efficiently utilize significant equipment and human resources, required.
• Demonstrated ability to exercise independent judgment and render sound business decisions, required.
• Possess strong computer skills, including solid proficiency in MS Word, Outlook and Excel, and the ability to learn new software applications (including AI), required.
• Must be detailed oriented and have excellent organizational skills, required.
• Must have strong leadership and problem solving skills, required.
• Prior work experience in an office environment, required.
• Experience with systems such as CC&B, Service Link, Operations Optimizer, and Business Intelligence tools, required.
• 1-3 years of Customer Operations experience or equivalent demonstrating strong customer focused responsibilities or leadership experience, preferred.
• Prior supervisory experience, preferred.
• Knowledge of Inactive Gas/electric & RPU procedures, preferred.

Skills and Abilities

• Strong written and verbal communication skills
• Effectively coaches and delivers constructive feedback

Licenses and Certifications

• Driver's License Required

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.