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Assoc Supv Non Operations

Brooklyn, New York

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Overview

A fast-paced dynamic environment where the focus is on our customers and the communities we serve. We are seeking individuals who are high-energy problem solvers and enjoy being part of a team. The call center is a great place to work and learn the utility business. There are opportunities throughout the company to grow into a long-term career.

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Job Description

Assoc Supv Non Operations

Organization Customer Experience and Marketing Department Customer Contact Delivery DNY

In accordance with guidelines regarding companies classified as Federal contractors and consistent with our core commitment of safety, National Grid has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire. "Full vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a religious belief or a disability can request a reasonable accommodation.

About us

National Grid is hiring an Associate Supervisor for our Customer Contact Center in Brooklyn, NY.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

National Grid is looking for an Associate Supervisor to fill an important role on the management team of our New York City customer service operation. The chosen candidate will assist in hiring, training, developing, and managing performance of customer service agents.  This position will have assigned team members and will support the overall operation in a leadership capacity in collaboration with the rest of the management team.  

Key Accountabilities

Responsibilities (including but not limited to):
•    Assist with recruiting and on-boarding of new team members.
•    Actively manage team performance to ensure that work is carried out efficiently and effectively, with documented periodic reporting on corrective action and disciplinary proceedings.
•    Develop a positive work environment by providing motivation, participation and opportunities for employee engagement.
•    Execute plans and organize resources to make appropriate arrangements ensuring that work is carried out efficiently, and in line with relevant performance targets and policies.
•    Monitor and respond to all key performance indicators to ensure team-wide outcomes.
•    Periodically coach team members to meet expectations and ensure employees are complying with standards set by management.
•    Conduct regular compliance audits of transactions performed by team members.
•    This position requires shift flexibility. Ability to work any shift, day of the week, including holidays, is a must.  

Qualifications

•    3+ years of experience in a fast-paced customer service operation, or 1 year in a leadership role
•    Proficiency in software such as Microsoft Office (Outlook, Excel, and Word).
•    Clear success in a remote working environment
•    Spanish language competency is preferred.
•    Proven analytical problem-solving skills.
•    Experience leading others.

More Information

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.  We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.  National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.  

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Success Profile

What makes you a successful Customer Service team player at National Grid? Check out the top traits we’re looking for and see if you have the right mix.

  • Good listener
  • Logical
  • Problem-solver
  • Team player
  • Technology savvy
  • Efficient

Rewards

  • Healthcare

  • 401(k)

  • Continuing education

  • Paid time off

  • Employee assistance (EAP)

  • Health & wellness

Employee working on a solar panel

Learn more about environmental responsibility at National Grid.

Learn more about environmental responsibility at National Grid

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