Manager, OR Customer Service - Customer Accounting and Back office Operations

Mission Statement

• Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company's mission by excelling at our three corporate priorities - safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Core Responsibilities

• Provides for continued enhancements of the customer experience, both within the Company and externally and promotes a commitment to the ideals of developing a proactive, customer-centric culture to foster trust and confidence among customers and improve value for all stakeholders.
• Manages and oversees the operations of the Customer Accounting area to ensure attainment of Corporate and regulatory performance goals and standards as related to the department.
• Ensures that the back-office activities for both Customer Accounting and Customer Assistance are managed efficiently, timely and accurately.
• Determines staffing levels and selection of all Customer Accounting staff.
• Responsible for developing objectives consistent with corporate initiatives to maintain and improve efficiency and performance.
• Effectively manages offline work and assigns resources to meet workloads while maintaining all goals and KPIs.
• Develops, recommends and implements Department policies and procedures. Reviews and evaluates work practices and makes recommendations to improve efficiency of the department.
• Designs and coordinates system enhancements to meet corporate objectives and customer needs.
• Responsible for working with Treasury, General Accounting, and other interfacing departments to adhere to all requirements and time schedules for the completion of work.
• Verifies and approves all Customer Accounting and General Accounting procedures including Sarbanes Oxley revenue cycles.
• Oversees the communication and coordination of goals with Customer Assistance.
• Oversees the development and tracking of statistical reports with the use of Data Analytics.
• Creates open lines of communication with other departments to ensure optimal levels of efficiency and a fosterers team like atmosphere with all areas within Customer Assistance.
• Ensures that all activities are conducted in a manner that complies with all state, local, and federal regulations and Company procedures.
• Oversees all department audits for both internal auditing and external audit companies. Responsible for providing information as required and takes action pertaining to audit recommendations.
• Oversees and ensures union and supervisory personnel fulfill all training requirements and are properly trained in new technologies and processes.
• Participates in the Company's emergency management processes and storm plans as required.
• May also have to supervise call center functions as needed.
• Performs other assignments as required.

Required Education/Experience

• Bachelor's Degree and 3 years Related business experience; preferably in Accounting, Business Administration or Regulatory Affairs. or
• Associate's Degree and 5 years Related business experience; preferably in Accounting, Business Administration or Regulatory Affairs. or
• High School Diploma/GED and 10 years Related business experience; preferably in Accounting, Business Administration or Regulatory Affairs.

Relevant Work Experience

• Related work experience in Customer Service, finance and/or business fields as well as knowledge of the Company's core business. Required
• Must have a minimum of 2 years supervisory experience. Required
• Must have demonstrated analytical and leadership development experience. Required
• Computer literacy with proficiency in Microsoft Office suite is required, with an emphasis on Excel. Required
• Demonstrated experience with customer service policies. Required
• Excellent presentation, interpersonal, and verbal and written communications skills. Required
• Must be well-organized, detailed oriented, flexible to handle multiple assignments, and able to meet deadlines. Required
• Prior experience dealing with bargaining unit employees and labor relations. Preferred
• Demonstrated strong leadership and project management skills. Preferred
• Demonstrated work experience interaction with customers, and key external stakeholders including the PSC and/or other regulatory authorities. Preferred

Licenses & Certifications

• Driver's License Required

Physical Demands

• Must sit or stand to answer a phone for entire shift
• Must sit or stand to use a keyboard, mouse, and computer for entire shift

Other Physical Demands

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.
• Must be able and willing to travel within the O&R and CECONY service territory, to State regulatory offices, and other locations, as needed.
• Must be able to travel to and visit customer field, construction and operating locations.

Technical Difficulty Statement

• For technical issues, please contact us at

Equal Opportunity Employer

• Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual's actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.