Supervisor, Call Center Operations

Philadelphia Gas Works•Philadelphia, PA

5d•Hybrid

About The Position

The Customer Affairs Supervisor manages a small work group responsible for ensuring PGW customers receive high-quality service at Customer Service Centers and through the Customer Call Center. The supervisor provides guidance and direction, establishes job standards, and supplies technical support to the team. The role is accountable for the quality of the group’s work, including the proper handling of metering, billing, and collections. The position oversees customer affairs administration, personnel management, and related finance and accounting activities. It supports continuous improvement, customer dispute resolution, employee performance and development, compliance with applicable regulations, and other projects as directed.

Requirements

Associate degree in Business Administration, Accounting, or a related field.
Three to five years of directly related experience in the utility industry; experience with energy assistance programs is preferred.
Knowledge of Public Utility Commission Chapter 56 and federal, state, and local regulations governing low-income programs.
Leadership ability, including willingness to lead, take charge, offer opinions, guide and motivate subordinate employees, and promote an effective, efficient, customer-service-oriented approach.
Knowledge of general office practices, including office administration, budget and accounting principles, procurement procedures, team building, and personnel management.
Verbal and written communication skills to interact effectively with employees at all levels, irate customers, and public agencies or officials in delicate, high-pressure situations.
Proficiency with Microsoft Office, the PGW Legacy CICS Billing System, the DocuCorp Bill Print System, and the PGW Interactive website.
Problem-solving and analytical skills, including the ability to develop creative solutions to delicate issues.
Organizational management skills and the ability to handle multiple tasks simultaneously, often under short deadlines.

Nice To Haves

Experience working with energy assistance programs.

Responsibilities

Develop, prepare, and analyze complex information for reports and studies, and present recommendations to management.
Promote continuous improvement by investigating and implementing systems, technologies, and processes that improve customer experience or operational and cost efficiency without reducing customer satisfaction.
Build and maintain positive relationships with union representatives through regular and ad hoc meetings about operations, customer satisfaction, and employee matters.
Ensure timely resolution of customer disputes referred by PGW senior executives, regulatory or legislative bodies, government offices, and others.
Communicate performance standards and metrics to staff; review progress reports and provide performance feedback and guidance.
Coordinate subordinate work by establishing timelines and milestones, setting priorities and assignments, monitoring projects, and providing direction and assistance.
Assess employee training needs and ensure staff follow company policies, practices, procedures, and applicable collective bargaining agreements; assist with first-step grievances.
Conduct progress evaluations for merit or progression wage increases and discuss commendations and disciplinary actions with subordinates.
Participate in annual budget preparation as needed or requested.
Monitor current regulations and standards and ensure the unit processes information in accordance with federal, state, and local regulations.
Perform other special projects and assignments as directed.