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Hybrid & Office - CSR Supervisor (w/ Legal/Compliance background)

Company: Astral Energy
Location: Montvale
Posted on: May 13, 2022

Job Description:

Job Description We are a leading Wholesale Energy Supplier dedicated to providing best-in-class service, and award-winning energy programs that provide comprehensive cost risk analysis and cost control energy solutions to our commercial and residential clients. Our company is looking for a metrics performer, a self-driven Compliance & CSR Supervisor with regulatory experience and research skills --- we are willing to train the right individual and are offering competitive compensation. As part of the company---s Regulatory Compliance and CSR Division, you will focus on ensuring initiatives and links of business processes comply with applicable regulations. While working within the Compliance Management framework, the Compliance & CSR Supervisor is also accountable for oversight of the CSRs as well as the monitoring and maintenance of the technology systems used by the on-site staff. The responsibilities include but are not limited to; daily administrative team operations, management of our client relationships, Service Delivery, customer satisfaction and supervision of our Customer Service Representatives. This position will also provide other business-related functions directed by Senior Management. Astral Energy LLC, with a decade of history, attracts high-performing individuals who are driven to make an impact in a fast-paced and collaborative environment. We offer unparalleled opportunity to lead, innovate and manage one of our fastest growing divisions, while contributing to the global need for traditional and sustainable energy. Key Responsibilities Aid in managing all regulatory and compliance responsibilities for our various energy markets: NJ, NY, PA, MD, MA & OH Analyze existing compliance processes and create enhancements as required to ensure efficient and effective use of resources; enhance documentation on processes Enforce regulations in all aspects and levels of business as well as provide guidance on compliance matters Stay apprised of state and federal statutes, regulations, and policies Review changes to regulatory rules and regulations and assess the impact on the Company Stay current on utility filings and rate cases, and the impact on electric and gas markets Based on regulatory changes in electric and gas markets develop strategic objectives Work with internal pricing team to enact appropriate changes to offer competitive pricing Work with external Counsel to develop Company---s positions and regulatory filings Serve as the in-house expert on key policy drivers shaping the energy markets Develop documents that articulate policy positions, for consideration by Management Educate internal staff on industry developments through written and oral communication Create, supervise, and coordinate assignments of CSRs to meet client deliverables and satisfaction Monitor and manage technology systems, create IT tickets when necessary and direct agents appropriately Evaluate employee performance, based on Quality Assurance reporting for CSRs and clients Screen incoming and outgoing CSR phone calls to ensure quality, customer service, and adherence to the policies and procedure, as well as resolve a customer---s complaint. Provide feedback to assist in the creation of performance goals and the development of personnel training programs Perform all necessary record keeping and record retention in accordance with Business Systems Standard Operating Procedures and working instructions Develop methods to monitor customers by service volume to ensure service quality and timeliness of process performance Developing a strong CSR staff by mentoring, retraining, and providing coaching and clarification on assignments when needed Will be required to take incoming client calls and/or create and dispatch work orders during high volume traffic times. Basic Requirements Minimum 2-year Associate's degree 3 years of Customer Service experience and knowledge in a variety of compliance areas Detail-oriented with excellent organizational, writing, and presentation skills Competency with Microsoft Excel spreadsheets, PowerPoint, and other data repository and presentation tools Positive and professional demeanor Certified compliance professional is a PLUS Schedule P/T Flexible schedule: 10AM---2PM Possible Monthly Residuals and Bonuses applicable NOTE We will promptly reach out to you if you are in further consideration for this role Astral Office: Montvale 25 Philips Pkwy Montvale, NJ 07645 Astral Energy LLC Visit us at: www.astralenergyllc.com/

Keywords: Astral Energy, Yonkers , Hybrid & Office - CSR Supervisor (w/ Legal/Compliance background), Legal , Montvale, New York

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