SUPV-ENERGY CONSULTING - CALL CENTER

DATE POSTED: 11/13/2026

CLOSING DATE: 11/20/2026

GRADE LEVEL: 53

DEPARTMENT: Customer Care STARTING SALARY: $79,400 - $108,176 - Salary is commensurate with experience.

JOB SUMMARY

Under direction of the Director -Customer Care, is responsible for daily operations and supervision of the Energy Consulting team. The Supervisor is responsible for the development of the staff and providing direction and assistance with customer service functions as required. The Supervisor administers the Customer Care policies and procedures utilizing Customer Care systems in order to accomplish customer service goals and objectives.

EDUCATION

Associate degree in business; or an equivalent combination of related education, training and experience.

MINIMUM KNOWLEDGE, SKILLS & ABILITIES

• Five years of experience working in an inbound customer service environment.
• Three years of experience in a lead or supervisor capacity.
• Two years of experience handling customer escalations for residential and commercial segments.
• Knowledge of administrative practices and management concepts.
• Knowledge of distributed generation and solar programs.
• Knowledge of residential, small and midsize business customer service.
• Ability to lead a team responsible for troubleshooting complex technical issues.
• Ability to assist customers with their smart meters and associated customer-facing programs.
• Ability to manage the customer experience across multiple channels including phone, email, chat, and more.
• Ability to motivate people; must possess good human relations skills and a positive public relations attitude.
• Ability to direct, organize and coordinate the work of others, work independently and on multiple tasks simultaneously, comprehend and analyze technical data, initiate appropriate courses of action on assignments and customer issues, and interact effectively with people from diverse educational, cultural and economic backgrounds.
• Ability to learn policies and procedures, federal and state regulation pertinent to Company and customer issues.
• Knowledge of positive customer service techniques, coaching methods, and management and tracking systems.
• Ability to proficiently operate computers, customer information systems, associated software such as Word and Excel, prepare and develop correspondence with appropriate grammar and punctuation, relay information clearly, concisely and logically, and make presentations.
• Ability to learn the Fair Labor Standards Act and union contract and working agreement compliance.
• Knowledge of rate tariffs, analyze and interpret data, cost benefit analyses, and meet deadlines.
• Demonstrated organizational, planning and administrative skills.
• Leadership and collaborative skills.
• Bilingual (English/Spanish) preferred.
• Effective verbal and written communication skills.
• Ability to maintain effective working relationships with officers, managers, fellow employees, and the general public.
• Ability to maintain a strong sense of propriety concerning confidential matters.

ESSENTIAL JOB RESPONSIBILITIES

• Oversee the processing of Distributed Generation applications on a daily basis.
• Oversees the section’s operations and supervises section employees.
• Establishes and modifies work procedures and recommends changes in work conditions to increase productivity and efficiency and in compliance with the union contract.
• Oversees the section’s operations to ensure that customer service requests are processed in a professional manner.
• Monitors and ensures that customer payments are properly processed.
• Monitors and ensures that customer’s email requests are processed appropriately and timely.
• Works with other departments such as Billing, Revenue Collection, Meter Reading & Field Services, Energy Diversion and Customer Care to ensure customer’s needs are met in a timely manner.
• Maintains a professional relationship with outside agencies.
• Presents unresolved customer and employee concerns promptly to the Director-Customer Care as necessary.
• Compiles information and prepares management reports.
• Prepares and manages their teams annual Goals, O&M and Capital Budgets.
• Follows and ensures the employees follow the Emergency Action Plan for each office and updates the plan as appropriate.
• Provides training recommendations to Director – Customer Care and coordinates with division trainer.
• Recommends and/or initiates personnel actions, to include employee development, promotions, transfers, terminations, disciplinary actions and performance reviews.
• Prepares revisions to the Texas and New Mexico Your Rights as a Customer notice.
• Works with the Internal Auditors related to section audits, prepares audit responses and implements changes, as needed.
• Responds to and acts upon notification of breach of building security and notifies The Office of Security and management of issues when necessary.
• As needed will assist with preparation of the work schedules to ensure appropriate staffing levels are met and effective utilization of the employees.
• Routinely monitors, interacts and observes customer service provided by the CSR’s and team coordinators and provides immediate feedback and/or coaching.
• Identifies areas of improvement, recommends improvement plans, and implements approved plans as applicable.
• Reviews, revises and drafts department’s policies and procedures for review by the Director - Customer Care to assure they are kept up to date.
• Prepares responses to inquiries/complaints from customers, regulatory agencies or other incoming departmental inquiries for review by the Director – Customer Care.
• Keeps abreast of applicable regulatory rules, billing procedures and issues facing the Company throughout service territory.
• Valid driver’s license and be in compliance with the Company’s Driving Program policy.
• Responsible for ensuring the enforcement of and compliance with all applicable Company policies, procedures and code of ethics as well as all applicable governmental laws and regulations to include employment, safety and environmental standards and regulations.
• Ability to maintain a strong sense of propriety concerning confidential matters.
• Perform other related tasks that are not included but are within the context of the duties defined.