Supervisor Customer Inquiry District Office

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Supervisor Customer Inquiry to provide supervision of personnel to ensure prompt and effective handling of customer inquiries received through all channels of the customer contact center, while maintaining high levels of customer service and satisfaction. Collaborate with peers to identify and implement improvements for the overall operation of the department. Take ownership of key performance metrics and strive for continuous improvement.

Major Responsibilities:

• Oversee day to day operations of the customer contact district office operations.
• Knowledge of cash procedures for the walk in office.
• Motivate and manage department and individual performance toward achievement of goals.
• Communicate performance expectations for department employees, evaluate actual performance and communicate individual and department results.
• Document both recognition for performance achieved and/or coaching/discipline where performance gaps exist.
• Inform, instruct and annually evaluate all subordinates.
• Provide effective leadership of staff and set example through personal conduct, attitude, attendance and performance.
• Effectively investigate and resolve complex customer account problems and assure that all customer inquiries are handled promptly, effectively and uniformly.
• Assure that all clerical support functions are completed accurately and on a timely basis.
• Regularly evaluate progress against key performance metrics (e.g., Service Level, Productivity, Customer Satisfaction, CTP) and develop action plans to address any gaps.
• Closely monitor the performance of CSRs to ensure schedule adherence and efficient professional and courteous responses to all customer inquiries.
• Assure that goals and objectives are met within their framework as well as that of the Collective Bargaining Agreement.
• Assure that all Company policies, procedures and standards are adhered to by all employees and that all required reports, records and orders are prepared in a timely, accurate and efficient manner.
• Provide training for new hires and recommend refresher training when required either on an individual or departmental basis.
• Collaborate with the workload analyst and other peers to develop ways of performing work better, faster, and more efficiently for continuous improvement, while meeting company customer satisfaction goals.
• Maintain a close working relationship with all department managers to ensure that the interests of the customer and the Company are properly represented.
• Understand and utilize systems necessary to supervise the operation including but not limited to UCIS, Call Management System, IVR, Virtual Hold, and Business Intelligence tools.
• Provide backup for the Workload Analyst when required and ensure seamless production and critical analysis of metrics and reports.

Position Specifications:

• Bachelor’s or associate degree in business management preferred.
• Three years of experience in a supervisory role, or the combined equivalent in education and experience is required.
• Strong leadership and team management skills
• Excellent communication skills and conflict resolution abilities
• Analytical and problem-solving skills
• Experience in a utility environment preferred
• Knowledge of utility billing systems and regulations preferred

* The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.

New Jersey Resources is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.