Supervisor - Customer Relations Center

Supervisor Customer Relations Center

Location: Rochester, NY (3 City Center)

Work type: Office (5 days on-site)

The salary range for this position is dependent upon experience, ranging from $79,680 to $99,600.

What We Offer:

• Competitive benefits and growth opportunities
• Generous performance-based bonuses
• 12% 401(k) match
• Comprehensive health, dental, and vision insurance
• Tuition reimbursement
• Professional development and clear career-advancement pathways

Job Summary

The Supervisor - Customer Relations Center leads daily call center operations and supports representatives in delivering responsive, policy-aligned customer service. This role oversees customer inquiries, escalated complaints, program administration, application processing, and team performance for representatives. Success requires strong coaching, sound judgment, operational follow-through, and the ability to work with internal teams, regulators, agencies, and field personnel. The supervisor helps maintain a customer-focused environment that supports service quality, employee development, compliance, and restoration readiness during storms or other system events.

Responsibilities:

• Direct day-to-day customer service operations across multiple communication channels, including phone, email, live chat, and written correspondence, ensuring team performance, service quality, timely case resolution, accurate documentation, reporting, and adherence to company policies and procedures.
• Resolve escalated customer issues by reviewing concerns, coordinating next steps, and responding in a fair, timely, and professional manner.
• Monitor operational quality by conducting audits of customer interactions and service-related work, including phone calls, emails, live chats, customer correspondence, account research, documentation, and case resolution activities, to promote accuracy, compliance, and consistent customer experience.
• Develop team performance by providing coaching, counseling, feedback, and routine personnel support, including union grievance handling where applicable.
• Promote a customer-focused work environment by recognizing achievement, supporting high performance, and creating opportunities for team growth.
• Support emergency response and restoration efforts by performing supervisory stand-by duty during storms or other events and coordinating with the 24-hour area, communications center, and service centers.

Required Qualifications:

Education & Experience Required:

• High school graduate or equivalent and 3 to 5 years of program management administration and/or customer service, including supervisory experience.
• Knowledge of Company's customer services policies and practices.
• Knowledge of Company's billing system and understanding of the billing process.
• Knowledge of NYPSC rules, DSS procedures and other related rules and regulations associated with low-income programs.

Skills/Abilities:

• Demonstrated communication and organizational skills.
• Results oriented.
• Ability to troubleshoot complex problems related to the low-income programs and take corrective action when necessary.
• Strong leadership skills.

Preferred Qualifications:

• Bachelor's degree.

Behavioral Competencies:

• Develop self & others
• Empower to grow
• Collaborate and share
• Be a role model
• Focus to achieve results
• Be agile