Supvr Customer Service - Oakbrook Terrace, IL
About The Position
The Customer Service Supervisor monitors and supervises bargaining-unit or non-exempt line employees, develops and adjusts daily workplans, and ensures timely completion of departmental workload. The supervisor handles more difficult customer problems, reviews workload reports, and coordinates with other Customer Services organizations and business units. The role has direct day-to-day supervisory responsibility, supports customer and employee satisfaction, and makes decisions related to completing scheduled departmental work. Work is subject to frequent or daily review, and budget impact is limited to the workgroup’s contribution to daily workflow. The position may require extended hours to provide coverage during storms or other energy-delivery emergencies.
Requirements
- 2–4 years of internal utility-company experience or equivalent external experience.
- At least 2 years of internal supervisory experience, or an acceptable rating on the Supervisory Assessment.
- Demonstrated computer literacy.
- Strong written and oral communication skills.
Nice To Haves
- Bachelor’s degree.
- General knowledge of collective bargaining agreements and related procedures, policies, and processes.
- General understanding of applicable systems and technology, such as customer information systems and electronic hand-held meter-reading equipment.
Responsibilities
- Direct bargaining-unit or non-exempt line employees in their day-to-day activities.
- Coordinate and evaluate work schedules, schedule overtime when needed, and develop scheduling processes to complete workload efficiently.
- Monitor and evaluate employee productivity, communicate effectively, support skill development, and motivate employees to promote employee satisfaction.
- Establish, promote, and maintain a safe work environment.
- Review and monitor reports, including daily timesheets and budgets.
- Coordinate with other business units to ensure timely completion of work.
- Interact with union representatives to reduce misunderstandings and resolve labor-management disputes or grievances.
- Develop daily workplans, monitor progress, and adjust plans as needed.
- Answer and discuss more difficult customer problems.
Benefits
- Annual bonus of 10% for eligible positions.
- 401(k) match and annual company contribution.
- Medical, dental, and vision insurance.
- Life and disability insurance.
- Paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave, bonding/primary caregiver leave, or parental leave.
- Employee Assistance Program and resources for mental and emotional support.
- Wellbeing programs, including tuition reimbursement, adoption and surrogacy assistance, and fitness reimbursement.
- Referral bonus program.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
