Supervisor I, Customer Experience

MLGW is the nation’s largest three-service municipal utility, serving over 440,000 customers representing diverse backgrounds. Since 1939, MLGW has met the utility needs of Memphis and Shelby County residents by delivering reliable and affordable electricity, natural gas, and water service. We provide a full range of customer-oriented services, including a major role in the economic development for our customers. MLGW recognizes that our greatest assets are our employees and value diversity, equity and inclusion. We are committed to providing opportunities for career growth, training, and development. MLGW offers competitive benefits including PTO, pension and 457B retirement plan. We are dedicated to corporate social responsibility through community volunteerism and giving. MLGW is an equal opportunity employer and does not discriminate because of race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability, protected veteran status, or any other status protected by law. No information obtained in this application is intended to be used for such discrimination. JOB PURPOSE 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. The Supervisor I is accountable for motivating staff, solving problems at the source, and ensuring that day-to-day operations support long-term customer trust, employee engagement, and organizational success. ESSENTIAL FUNCTIONS: 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. Supervise and support the execution of critical customer functions, including customer care, billing services, credit operations, community offices, service dispatch, payments processing, and customer engagement—ensuring compliance, coordination, and customer satisfaction. Promote a culture of ownership by encouraging staff to resolve issues at the first point of contact and escalate systemic concerns to drive enterprise-wide improvement. Support employees through change by communicating clearly, modeling adaptability, and ensuring successful adoption of new tools, processes, and systems. Oversee the accuracy of customer records, billing adjustments, service requests/connections, and utility payments—with a focus on transparency, compliance, and fairness. Foster collaboration, equity, and psychological safety; address morale issues proactively and recognize high performance. Support employee development through real-time feedback, training, and cross-functional coordination. Promote a safe, respectful, and inclusive workplace aligned with MLGW’s values and modernization efforts. Prepare operational reports, monitor performance, achieve expected outcomes, ensure a cadence of accountability, support budget planning, and recommend improvements that reduce friction and improve service delivery. Represent the voice of the customer in daily operations and support community engagement efforts. Perform other duties as assigned. MLGW is the nation’s largest three-service municipal utility, serving over 440,000 customers representing diverse backgrounds. Since 1939, MLGW has met the utility needs of Memphis and Shelby County residents by delivering reliable and affordable electricity, natural gas, and water service. We provide a full range of customer-oriented services, including a major role in the economic development for our customers. MLGW recognizes that our greatest assets are our employees and value diversity, equity and inclusion. We are committed to providing opportunities for career growth, training, and development. MLGW offers competitive benefits including PTO, pension and 457B retirement plan. We are dedicated to corporate social responsibility through community volunteerism and giving. MLGW is an equal opportunity employer and does not discriminate because of race, color, religion, sex, sexual orientation, gender identity, age, national origin, genetic information, disability, protected veteran status, or any other status protected by law. No information obtained in this application is intended to be used for such discrimination. JOB PURPOSE 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. The Supervisor I is accountable for motivating staff, solving problems at the source, and ensuring that day-to-day operations support long-term customer trust, employee engagement, and organizational success. ESSENTIAL FUNCTIONS: 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. Supervise and support the execution of critical customer functions, including customer care, billing services, credit operations, community offices, service dispatch, payments processing, and customer engagement—ensuring compliance, coordination, and customer satisfaction. Promote a culture of ownership by encouraging staff to resolve issues at the first point of contact and escalate systemic concerns to drive enterprise-wide improvement. Support employees through change by communicating clearly, modeling adaptability, and ensuring successful adoption of new tools, processes, and systems. Oversee the accuracy of customer records, billing adjustments, service requests/connections, and utility payments—with a focus on transparency, compliance, and fairness. Foster collaboration, equity, and psychological safety; address morale issues proactively and recognize high performance. Support employee development through real-time feedback, training, and cross-functional coordination. Promote a safe, respectful, and inclusive workplace aligned with MLGW’s values and modernization efforts. Prepare operational reports, monitor performance, achieve expected outcomes, ensure a cadence of accountability, support budget planning, and recommend improvements that reduce friction and improve service delivery. Represent the voice of the customer in daily operations and support community engagement efforts. Perform other duties as assigned. LICENSES AND CERTIFICATIONS A valid driver’s license from state of residence. EDUCATION An Associate’s degree in a related field with substantial leadership experience is strongly preferred. A High School Diploma or GED is required with a proven record of progressive leadership and outstanding results in utility or customer-facing operations. EXPERIENCE Minimum of three (3) years of experience in high-volume customer-facing operations such as Call Centers, Billing & Payment Services, Service Dispatch, Meter to Cash, Credit & Community Offices, or similar environments is required. Two (2) years of leadership experience is strongly preferred. ADDITIONAL INFORMATION Must successfully complete Supervisor Assessment Center within 90 days of hire. Must successfully complete NIMS Training within one (1) year of entering job. 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. Commitment to safety, equity, and the public service mission of MLGW. Works in office under good conditions. Physical Demands: Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis; and some dexterity in operating office equipment. THIS LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY. LICENSES AND CERTIFICATIONS A valid driver’s license from state of residence. EDUCATION An Associate’s degree in a related field with substantial leadership experience is strongly preferred. A High School Diploma or GED is required with a proven record of progressive leadership and outstanding results in utility or customer-facing operations. EXPERIENCE Minimum of three (3) years of experience in high-volume customer-facing operations such as Call Centers, Billing & Payment Services, Service Dispatch, Meter to Cash, Credit & Community Offices, or similar environments is required. Two (2) years of leadership experience is strongly preferred. ADDITIONAL INFORMATION Must successfully complete Supervisor Assessment Center within 90 days of hire. Must successfully complete NIMS Training within one (1) year of entering job. 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. Commitment to safety, equity, and the public service mission of MLGW. Works in office under good conditions. Physical Demands: Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis; and some dexterity in operating office equipment. THIS LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY.

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