Supervisor I, Customer Experience

Role Overview

The Supervisor 1, Customer Experience will play a pivotal role in shaping the frontline Employee and Customer experience across MLGW’s Customer Experience & Energy Services Division. This includes the Residential Care Center, Business Care Center, Customer Advocacy, Billing Services, Service Dispatch, Credit & Community Offices and Credit Operations; This role combines operational excellence with people-first leadership to create a high-performing, values-driven team culture.

What You Will Do

Coach, inspire, and develop frontline employees to consistently deliver exceptional service with empathy, accuracy, and efficiency. Use data, dashboards, and KPIs to drive team accountability and continuous improvement, ensuring service levels, quality, and productivity targets are met or exceeded.

Why It Might Be a Fit

Strong interpersonal and communication skills; able to motivate and guide others. Demonstrate emotional intelligence, people-first leadership, attention to detail, and teamwork. Ability to lead through uncertainty, think strategically, act proactively, and stay committed to fairness, inclusion, and respect.

Requirements

• Valid driver’s license from state of residence
• Associate’s degree in a related field with substantial leadership experience (strongly preferred)
• High School Diploma or GED with a proven record of progressive leadership and outstanding results in utility or customer-facing operations
• Minimum of three (3) years of experience in high-volume customer-facing operations
• Two (2) years of leadership experience (strongly preferred)

Benefits

• PTO
• pension
• 457B retirement plan