Supervisor-Customer Contact Operations or Supervisor Customer Credit Services

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