Supervisor I, Customer Experience

MLGW is the nation’s largest three-service municipal utility, serving over 440,000 customers representing diverse backgrounds.  Since 1939, MLGW has met the utility needs of Memphis and Shelby County residents by delivering reliable and affordable electricity, natural gas, and water service.  We provide a full range of customer-oriented services, including a major role in the economic development for our customers. 

MLGW recognizes that our greatest assets are our employees and value diversity, equity and inclusion. We are committed to providing opportunities for career growth, training, and development. MLGW offers competitive benefits including PTO, pension and 457B retirement plan.  We are dedicated to corporate social responsibility through community volunteerism and giving.  

MLGW is an equal opportunity employer and does not discriminate because of race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability, protected veteran status, or any other status protected by law. No information obtained in this application is intended to be used for such discrimination.

JOB PURPOSE
The Supervisor 1, Customer Experience will play a pivotal role in shaping the frontline Employee and Customer experience across MLGW’s Customer Experience & Energy Services Division. This includes the Residential Care Center, Business Care Center, Customer Advocacy, Billing Services, Service Dispatch, Credit & Community Offices and Credit Operations; This role combines operational excellence with people-first leadership to create a high-performing, values-driven team culture. The Supervisor I is accountable for motivating staff, solving problems at the source, and ensuring that day-to-day operations support long-term customer trust, employee engagement, and organizational success.

ESSENTIAL FUNCTIONS: 
Coach, inspire, and develop frontline employees to consistently deliver exceptional service with empathy, accuracy, and efficiency. Use data, dashboards, and KPIs to drive team accountability and continuous improvement, ensuring service levels, quality, and productivity targets are met or exceeded. Supervise and support the execution of critical customer functions, including customer care, billing services, credit operations, community offices, service dispatch, payments processing, and customer engagement—ensuring compliance, coordination, and customer satisfaction. Promote a culture of ownership by encouraging staff to resolve issues at the first point of contact and escalate systemic concerns to drive enterprise-wide improvement. Support employees through change by communicating clearly, modeling adaptability, and ensuring successful adoption of new tools, processes, and systems. Oversee the accuracy of customer records, billing adjustments, service requests/connections, and utility payments—with a focus on transparency, compliance, and fairness. Foster collaboration, equity, and psychological safety; address morale issues proactively and recognize high performance. Support employee development through real-time feedback, training, and cross-functional coordination. Promote a safe, respectful, and inclusive workplace aligned with MLGW’s values and modernization efforts. Prepare operational reports, monitor performance, achieve expected outcomes, ensure a cadence of accountability, support budget planning, and recommend improvements that reduce friction and improve service delivery. Represent the voice of the customer in daily operations and support community engagement efforts. Perform other duties as assigned.