Supervisor-Customer Contact Operations or Supervisor Customer Credit Services
3.
9 Akron, OH Akron, OH Estimated:
$99K - $125K a year Estimated:
$99K - $125K a year At Dominion Energy we love our jobs.
That's right.
Love.
Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate.
These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America.
We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever.
We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that's proud of its rich legacy.
Are you a change agent? Do you think differently? Do you want to fall in love with your job? If you answered yes, then read on! We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.
Military service members and veterans with a rank of E-5 or higher plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.
At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.
This position does not offer relocation assistance.
Job Summary Supervisor Customer Contact Operations Supervises a team of customer contact specialists to ensure customers receive prompt, courteous, and efficient handling of inquiries.
Support areas may include but are not limited to field support, customer relations, credit, billing, and/or other specialized areas of the center.
Utilize operating systems to ensure compliance with policies, procedures, and guidelines.
Supervisor Customer Credit Services Supervises a team of customer contact specialists to ensure customers receive prompt, courteous, and efficient handling of inquiries in direct support of credit services.
Responsible for optimizing processes that ensure maximum recovery for bad debt and collection agencies.
Utilize operating systems to ensure compliance with policies, procedures, and guidelines, including supporting regulatory agency inquiries related to customer credit services.
Supervises work with internal and external partners who provide administration and daily activities on customer Energy Diversion Team.
Supervisors will communicate, implement, and evaluate quality, attendance, and service standards.
Analyze operations and efficiency of the contact center utilizing key performance metrics and customer feedback.
Evaluate performance metrics through appropriate action such as coaching, mentoring, training, and corrective action to successfully resolve concerns regarding employee performance, adherence to company policies and regulations.
Responsible for identification of the key individual and team motivators and the implementation of employee engagement strategies to create an environment that fosters engaged employees.
Partners with leadership in the administration of contact center hiring process, including screening, interviewing, hiring, and onboarding practices.
Identifies group training needs and provides developmental opportunities and training to staff and supports Customer Experience initiatives.
Leads the team in a manner that is conducive to delivering an excellent customer experience.
Perform other duties as requested or assigned.
Please Note:
The successful candidate will be required to report to their designated location on a hybrid basis based on the locations provided.
This position can be based in either Cleveland, OH or Akron, Ohio or a hybrid supervising at both locations.
Hours may vary, including having to work weekends and holidays.
In addition, this position will have on call responsibilities.
The position will be filled at the level commensurate with the successful candidate's education, experience, knowledge, skills and abilities.
This position will be supervising union (G555 colleagues) eligible employees, who are under a collective bargaining agreement.
Required Knowledge, Skills, Abilities & Experience Supervisor Customer Contact Operations 5
years related experience.
Supervisor Customer Credit Services 5 years collections, credit, billing, finance, or related experience.
Understanding of federal and state legal requirements are met with respect to credit and collections, including statutes of limitations.
Working knowledge of both federal and state regulations involving credit and collections, including statutes of limitation.
Knowledge of concepts and applications of business law, accounting and finance (in depth knowledge of GAAP and a working understanding of bankruptcy laws) Experience with energy assistance programs, EnergyShare, external program payment plans, conservation programs, etc.
, preferred.
Supervisor Customer Contact Operations & Supervisor Customer Credit Services Knowledge, Skills, Abilities &
Experience:
Must have excellent interpersonal and communication skills in person, by phone and in writing Must have excellent computer knowledge and skills in Microsoft Office products and Customer Information Systems.
Must be able to demonstrate ability to influence, lead, direct, coach, mentor, train, develop and supervise employees toward the achievement of individual and organizational results.
Must be able to contribute to and manage a budget/expenditure.
Must be able to demonstrate ability to communicate and implement short-term goals and objectives.
Must have strong demonstrated leadership and management skills including critical thinking, problem-solving, analytical, etc.
Must have strong organizational, project management and time management skills.
Must be able to demonstrate ability to achieve organizational results by conveying information in a clear, concise, and honest manner.
Must be able to demonstrate ability to effectively meet or exceed the needs of internal and external customers by balancing business, customer and organizational requirements.
Must be able to demonstrate ability to assume ownership for individual and organizational results through ethical business practices.
Must be able to demonstrate ability to proactively identify challenges and utilize resources effectively to solve problems and make decisions.
Must be able to demonstrate ability to safely achieve high quality results that contribute to the achievement of business and organizational objectives.
Experience leading and managing Union employees.
Must have the ability to perform as a cross functional leader.
Education Requirements Bachelor's degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education.
Preferred Discipline(s):
Business Administration or Management, Finance, Accounting Other disciplines may be substituted for the preferred discipline(s) listed above.
Licenses, Certifications, or Quals Description Working Conditions Office Work Environment 76 -100% Travel 26-50% Other Working Conditions Test Description No Testing Required Export Control Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.
S.
law.
Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.
Other Information We offer excellent plans and programs for employees.
Employees are rewarded with a competitive salary and comprehensive benefits package which may include:
health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more.
To learn more about our benefits, click here dombenefits.
com.
Dominion Energy is an equal opportunity employer and is committed to a diverse workforce.
Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.
You can experience the excitement of our company - it's the difference between taking a job and starting a career.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
9 Akron, OH Akron, OH Estimated:
$99K - $125K a year Estimated:
$99K - $125K a year At Dominion Energy we love our jobs.
That's right.
Love.
Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate.
These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America.
We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever.
We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that's proud of its rich legacy.
Are you a change agent? Do you think differently? Do you want to fall in love with your job? If you answered yes, then read on! We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.
Military service members and veterans with a rank of E-5 or higher plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.
At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.
This position does not offer relocation assistance.
Job Summary Supervisor Customer Contact Operations Supervises a team of customer contact specialists to ensure customers receive prompt, courteous, and efficient handling of inquiries.
Support areas may include but are not limited to field support, customer relations, credit, billing, and/or other specialized areas of the center.
Utilize operating systems to ensure compliance with policies, procedures, and guidelines.
Supervisor Customer Credit Services Supervises a team of customer contact specialists to ensure customers receive prompt, courteous, and efficient handling of inquiries in direct support of credit services.
Responsible for optimizing processes that ensure maximum recovery for bad debt and collection agencies.
Utilize operating systems to ensure compliance with policies, procedures, and guidelines, including supporting regulatory agency inquiries related to customer credit services.
Supervises work with internal and external partners who provide administration and daily activities on customer Energy Diversion Team.
Supervisors will communicate, implement, and evaluate quality, attendance, and service standards.
Analyze operations and efficiency of the contact center utilizing key performance metrics and customer feedback.
Evaluate performance metrics through appropriate action such as coaching, mentoring, training, and corrective action to successfully resolve concerns regarding employee performance, adherence to company policies and regulations.
Responsible for identification of the key individual and team motivators and the implementation of employee engagement strategies to create an environment that fosters engaged employees.
Partners with leadership in the administration of contact center hiring process, including screening, interviewing, hiring, and onboarding practices.
Identifies group training needs and provides developmental opportunities and training to staff and supports Customer Experience initiatives.
Leads the team in a manner that is conducive to delivering an excellent customer experience.
Perform other duties as requested or assigned.
Please Note:
The successful candidate will be required to report to their designated location on a hybrid basis based on the locations provided.
This position can be based in either Cleveland, OH or Akron, Ohio or a hybrid supervising at both locations.
Hours may vary, including having to work weekends and holidays.
In addition, this position will have on call responsibilities.
The position will be filled at the level commensurate with the successful candidate's education, experience, knowledge, skills and abilities.
This position will be supervising union (G555 colleagues) eligible employees, who are under a collective bargaining agreement.
Required Knowledge, Skills, Abilities & Experience Supervisor Customer Contact Operations 5
years related experience.
Supervisor Customer Credit Services 5 years collections, credit, billing, finance, or related experience.
Understanding of federal and state legal requirements are met with respect to credit and collections, including statutes of limitations.
Working knowledge of both federal and state regulations involving credit and collections, including statutes of limitation.
Knowledge of concepts and applications of business law, accounting and finance (in depth knowledge of GAAP and a working understanding of bankruptcy laws) Experience with energy assistance programs, EnergyShare, external program payment plans, conservation programs, etc.
, preferred.
Supervisor Customer Contact Operations & Supervisor Customer Credit Services Knowledge, Skills, Abilities &
Experience:
Must have excellent interpersonal and communication skills in person, by phone and in writing Must have excellent computer knowledge and skills in Microsoft Office products and Customer Information Systems.
Must be able to demonstrate ability to influence, lead, direct, coach, mentor, train, develop and supervise employees toward the achievement of individual and organizational results.
Must be able to contribute to and manage a budget/expenditure.
Must be able to demonstrate ability to communicate and implement short-term goals and objectives.
Must have strong demonstrated leadership and management skills including critical thinking, problem-solving, analytical, etc.
Must have strong organizational, project management and time management skills.
Must be able to demonstrate ability to achieve organizational results by conveying information in a clear, concise, and honest manner.
Must be able to demonstrate ability to effectively meet or exceed the needs of internal and external customers by balancing business, customer and organizational requirements.
Must be able to demonstrate ability to assume ownership for individual and organizational results through ethical business practices.
Must be able to demonstrate ability to proactively identify challenges and utilize resources effectively to solve problems and make decisions.
Must be able to demonstrate ability to safely achieve high quality results that contribute to the achievement of business and organizational objectives.
Experience leading and managing Union employees.
Must have the ability to perform as a cross functional leader.
Education Requirements Bachelor's degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education.
Preferred Discipline(s):
Business Administration or Management, Finance, Accounting Other disciplines may be substituted for the preferred discipline(s) listed above.
Licenses, Certifications, or Quals Description Working Conditions Office Work Environment 76 -100% Travel 26-50% Other Working Conditions Test Description No Testing Required Export Control Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.
S.
law.
Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.
Other Information We offer excellent plans and programs for employees.
Employees are rewarded with a competitive salary and comprehensive benefits package which may include:
health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more.
To learn more about our benefits, click here dombenefits.
com.
Dominion Energy is an equal opportunity employer and is committed to a diverse workforce.
Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.
You can experience the excitement of our company - it's the difference between taking a job and starting a career.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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