Supervisor, CX Centers

Job Summary

Leads and develops customer service teams and cross department collaborators to resolve billing, account, and outage inquiries, monitor service level performance, coach for quality improvement, manage staffing and budget needs, and coordinate real time communication during emergencies to ensure consistent, compliant, and effective customer service delivery.

Job Description

• Ensures representatives are equipped to own the complete customer interaction following LUMA’s customer service standards and data privacy requirements from start to finish, guiding them through full end-to-end resolution of billing, accounts, and services issues or requests resulting in a consistent and complete customer experience.
• Provides direct support or takes over difficult or escalated customer interactions, stepping in to resolve complex or sensitive situations and ensure customer concerns are fully addressed.
• Supervises daily team operations by assigning tasks, setting priorities, monitoring performance, and providing feedback, while leading and coaching customer service representatives through in‑person observation to strengthen frontline readiness and improve customer satisfaction.
• Monitors individual and team performance against service center metrics (transaction accuracy, wait times, resolution rate, customer satisfaction) and delivers structured feedback, driving accountability for service-level compliance and reducing repeat visits.
• Tracks service center’s operating expenses, payroll, overtime, and other associated costs remain aligned with budget guidelines to support effective cost control.
• Analyzes service center KPIs, Customer Satisfaction (CSAT), First Contact Resolution (FCR), Waiting Time and Attention Time (TA) Customer Effort Score (CES), Net Promoter Score (NPS), Customer Retention Rate and Quality (QA) to identify performance trends and drive continuous improvement in the in-person customer experience.
• Leads the service center’s emergency response protocols during outage and storm events, coordinating in-person customer support, walk-in surge staffing, and escalation handling to support organizational restoration efforts.
• Monitors and guides team compliance with organizational standards, labor agreements and legal requirements to minimize risk and ensure operational integrity.
• Participates in and ensures team participation in critical restoration tasks and drills following storms and/or emergencies to maintain service continuity and operational safety.
• Executes and delegates additional responsibilities based on team and business needs to ensure continuity and responsiveness in operational responsiveness.

Supervisory responsibilities: Yes

Additional Job Description

Education

• Bachelor’s degree in business administration or related field.

Experience

• 4 years' progressive experience in customer experience or in a similar functional role, with at least 2 years in a lead or specialist role, overseeing employees directly or indirectly.
• Experience in customer service, including direct customer-facing or account management responsibilities, resolving complex issues from start to finish.
• Knowledge of cash handling procedures, customer account services, and transactional operations.
• Experience leading or coaching employees in a customer service environment.
• Experience monitoring performance for quality assurance, KPIs and other time effectiveness metrics.
• Utility industry experience is strongly preferred, particularly exposure to billing systems, outage communication protocols, or regulated customer service environments.

Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:

• Associate’s degree in a relevant field may substitute when accompanied by a minimum of 6 years of experience performing related functions and at least 3 years of experience in team leadership.

Competencies (Skills)

• People leadership: Coaches and develops representatives in a metric-driven environment to improve individual and team performance.
• Conflict resolution & de-escalation: Manages difficult customer interactions, particularly during high-volume or emergency-driven contact surges.
• Regulatory knowledge: Applies working knowledge of customer service standards and billing dispute procedures to ensure compliant operations.
• Budget & workforce planning: Aligns staffing and resource allocation to service-level targets and cost efficiency goals.
• Crisis composure: Maintains sound decision-making and team coordination for CX staffing under storm and outage response conditions.

Licenses/Certifications

• Valid Driver’s License

Travel Requirements

• 20%

Physical Demands

• Stationary Position: Frequently
• Pushing/ Pulling/ Reaching: Seldom
• Kneel: Seldom
• Climb: Seldom
• Grab: Frequently
• Bend: Seldom

Working Conditions

• Wet or humid: Seldom
• Other environmental factors including weather conditions: Seldom
• Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.