Supervisor, NCC Residential

Job Description Summary:

The Supervisor, NCC Residential position ensures accurate and timely completion of customer requests for new electric service and supervises the staff of Customer Service Clerks. The Supervisor, NCC Residential ensures compliance with Company and regulatory policies and procedures, and promotes a high standard of service. The Supervisor, NCC Residential position contributes value to the Company by supporting, monitoring and developing the Customer Service Clerks which maximizes customer satisfaction and minimizes financial risk.

  • Monitors, evaluates and provides feedback to Customer Service Clerks on their performance.
  • Ensures compliance with regulations and Company policies, recommends changes in business practices to meet regulatory requirements and to improve customer satisfaction.
  • Selects, trains and develops new employees. Interprets and administers union contracts and resolves conflicts.
  • Communicates Company s strategy and goals to employees and communicates employees concerns, questions and ideas to management.

Technical Knowledge/Skill: Requires understanding of Passport Work Management System, CIS, New Connection Policies and Procedures. Also requires strong analytical, verbal, written, communication, customer service, interpersonal and negotiating skills.

Education: Requires a Bachelor s Degree in Business, related discipline or a minimum of 5 years of experience in a customer service role.

Experience: A minimum of five (5) years in a New Customer Connections environment including previous supervisory and Labor Relations experience.

Licenses & Certifications: Requires valid Massachusetts Driver s License.

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