Supervisor, Credit & Field Operations

Key responsibilities include supervising staff, managing workflow and system processing, ensuring timely completion of work, and supporting operational and emergency response needs.

- 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

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

- 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.

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

- Driver's License Required

- 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.

- 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.