Supervisor, Dispute Resolution

Position Overview

The Midtown Group’s client is seeking a Supervisor, Dispute Resolution to lead a high-performing team managing customer disputes and correspondence. This role is responsible for overseeing daily operations, ensuring quality resolutions, and serving as a key liaison between internal departments and external government entities. The ideal candidate brings strong utility industry knowledge, leadership experience, and the ability to manage sensitive customer issues in a fast-paced environment.

Key Responsibilities

Dispute Resolution Operations

• Oversee day-to-day handling of customer inquiries, including high-bill complaints and formal correspondence
• Act as liaison with internal Customer Affairs teams and external state, federal, and local agencies
• Respond to inquiries from public officials regarding constituent concerns
• Investigate customer accounts, determine root causes, and develop effective resolutions
• Prepare formal written responses and provide requested documentation on policies and procedures
• Maintain tracking systems and produce weekly/monthly reports, including complaint trends and resolution outcomes

Team Leadership & Personnel Management

• Supervise and coordinate team workload, priorities, and project timelines
• Provide coaching, guidance, and technical support to team members
• Ensure staff are properly trained and compliant with company policies and collective bargaining agreements
• Conduct performance evaluations, deliver feedback, and manage disciplinary actions as needed
• Support grievance processes at the first-step level

Finance & Administration

• Assist with annual budget preparation as needed
• Monitor operational efficiency and recommend process improvements

Additional Responsibilities

• Stay current on energy assistance programs and regulatory requirements
• Participate in initiatives to improve departmental operations
• Attend community/customer affairs events as required
• Support special projects and additional assignments

Qualifications

• Associate degree in Business Administration, Accounting, or related field (or equivalent experience)
• 3–5 years of experience in the utility industry
• Strong knowledge of Public Utility Commission Chapter 56 and regulations governing low-income programs
• Proven leadership skills with ability to motivate and guide teams
• Excellent communication skills, including handling escalated and sensitive customer interactions
• Knowledge of office administration, budgeting, and personnel management practices
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities under tight deadlines

Technical Skills

• Microsoft Office Suite
• CICS Billing Systems (or similar legacy billing platforms)
• Billing print and customer web portal systems