Benefits:
Competitive compensation
Medical, dental, and vision insurance
401(k) retirement savings plan with substantial company match
Life and travel insurance
Tuition assistance
Wellness reimbursement program
Paid holidays and vacation
What is a Supervisor – Customer Account Services?
A Supervisor – Customer Account Services works in the Customer Account Services Group and provides direct supervision to customer contact employees in our contact center. Supervisors play a crucial role in managing and overseeing the operations of the contact center. Supervisors ensure the customer experience is engaging, efficient, and effective to meet the highest customer service quality standards. Supervisors play a key role in employee development to meet the highest level of employee engagement.
What does a Supervisor – Customer Account Services do?
Leads, coaches, mentors, trains, and supports customer service employees associated with the contact center which includes:
Tracking employee attendance
Conducting Quality Monitoring and Quality Assurance
Conducting one-on-one coaching for employees
Conducting monthly team meetings
Providing escalated customer contact support
Monitors and supports operations that align with Key Performance Indicators (KPI) to meet or exceed the contact center targets for service level and customer experience
Drives employee engagement
Identifies and implements new business process changes to proactively prevent issues
Conducts interviews for prospective employees
Supports storm/emergency restoration efforts during and outside of normal business hours
Completes additional assignments as needed
What does it take to be a Supervisor – Customer Account Services?
Required:
Associates degree in Business, Social Science, Accounting, Management, Communication or related field of study, and at least 3 years of work experience in a customer service-related role/function. In lieu of an associates degree, a high school diploma or equivalency degree and at least 5 years of previous work experience in a customer service role/function
Strong computer literacy including proficiency with Microsoft Office Suite (e.g., Word, Excel, PowerPoint) and the ability to learn new computer software programs quickly
Excellent written and verbal communication skills to satisfy customer inquiries, concerns, and requests
Strong attention to detail, organizational and time management skills to effectively manage multiple priorities and deadlines
Must be customer-focused, self-motivated, and possess strong decision-making and critical thinking skills
Ability to resolve customer concerns and issues while maintaining a professional and calm demeanor
Flexibility to work outside of normal business hours on a rotational basis
Valid driver’s license
Preferred:
Experience supervising and leading a team, coaching, and mentoring employees; experience managing union personnel
Experience working in the regulated electric and/or gas utility industry
Experience and/or proficiency with SAP
Experience in a contact center environment
Applications will be accepted until December 17, 2025
Pay range: $91,800 - $128,400
Please go to https://www.cenhud.com/employment. Click the “Search Career Opportunities” button. Follow the directions to submit an application and upload your resume for the desired position.
Applications sent via e-mail and US Mail will not be accepted. No phone calls or agencies, please. All replies will be held in strict confidence.
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, creed, color, ethnicity, arrest or conviction record, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, citizenship, genetic information, familial status, marital status, pregnancy-related condition, domestic violence victim status, veteran or military status, or any other characteristic protected by federal, state or local laws. Central Hudson Gas & Electric Corporation takes affirmative action in support of its policy to employ and advance employment in individuals who are protected veterans and individuals with disabilities.
VEVRAA FEDERAL CONTRACTOR
Top Skills
What We Do
Central Hudson Gas & Electric Corporation is a regulated transmission and distribution utility serving approximately 300,000 electric customers and 80,000 natural gas customers in New York State’s Mid-Hudson Valley. We deliver natural gas and electricity in a defined service territory that extends from the suburbs of metropolitan New York City north to the Capital District at Albany. Central Hudson is a leader in promoting regional economic growth, improving system reliability and effective cost management.
As an employer, Central Hudson offers a comprehensive benefits package including medical, dental, vision services, tuition assistance, 401K, life insurance and vacation. We have a strong belief in and long history of promoting from within and have an environment that fosters teamwork, safety awareness and impeccable customer service. Employees enjoy numerous opportunities for transition and growth throughout their careers. The company is committed to educational development, employee satisfaction and a diverse workforce
