Supervisor, Ops Customer Service

This position will be open to internal and external applicants and will close on Friday, May 16, 2025.

This position pays between $78,640.00 to $98,300.00 and is based on skills, experience and education of the successful candidate.

About This Opportunity

Are you passionate about delivering exceptional customer service? New Mexico Gas Company has an opportunity for a Supervisor, Ops Customer Service. This exciting role supervises activities such as customer service, customer billing, call center operations, credit and collection, customer assistance, division accounting, meter reading, cashiering, data entry, division accounting, marketing, and sales. The successful candidate will manage regulatory, legal, community, governmental and customer interface for purposes of complaint resolution, customer satisfaction and program management.

Primary Duties and Responsibilities

This list does not reflect the job duties in their entirety.

• Implements and ensures appropriate customer service standards are maintained through well-informed and adequately trained personnel.
• Interprets NMGC policies and procedures and ensures compliance.
• Assists with marketing programs and coordinates daily activities that impact area marketing plans.
• Develops, communicates, and implements goals and objectives to meet the overall strategic marketing goals of the department.
• Directs and schedules subordinate work groups to achieve departmental goals and objectives.
• Ensures loss control guidelines are followed.
• Manages utilization of available resources to ensure budgetary targets are met while providing quality customer service.
• Investigates, supports, responds to, and resolves escalated issues from customers, management, the Public Regulatory Commission, government entities, and others, via telephone and other communication channels.
• Provides education and training regarding escalated issues and pertinent program information to employees; coordinates training with Customer Service and other departments.
• Participates on task forces and committees to develop, interpret, or revise NMGC policies, rate tariffs, commission rules, programs, or guidelines.
• Participates in and coordinates with community organizations, government agencies, and various activities to represent and support NMGC programs.
• Coordinates day to day maintenance of office building.

Successful Candidate Must Have:

• A high school diploma or GED
• A valid driver's license with an acceptable driving record
• 4 years of experience related to the duties and responsibilities of this or a similar position
• Preferences: a bachelor's degree, preferably in business administration, accounting, management, or finance. Fluent in Spanish. Proficient in utility operations. Previous leadership experience.

Working Conditions

Field or office environment. Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds.