Supervisor, Call Center Operations

Philadelphia Gas Works•Philadelphia, PA

1d•Hybrid

About The Position

The Customer Affairs Supervisor manages a small work group responsible for ensuring that PGW customers receive best-in-class service while visiting a Customer Service Center or contacting the Customer Call Center regarding PGW services. The incumbent is responsible for providing guidance and direction, setting job standards and providing technical support to the team. The supervisor is responsible for the overall quality of work for the group including the proper handling of metering, billing and collections.

Requirements

Associate degree in Business Administration, Accounting, or other related field of study.
3 to 5 years of directly related experience working in the utility industry preferably working with energy assistance programs.
Must have knowledge of the Public Utility Commission Chapter 56, federal, state, and local regulations governing low-income programs.
Must have leadership ability with a willingness to lead, take charge, and offer opinions to provide guidance and motivate subordinate employees to apply and effective and efficient customer-service oriented approach their daily responsibilities.
Must have knowledge of general office practices including but not limited to office administration, budget/accounting principles, procurement procedures, team building and personnel management.
Must have verbal and written communication skills with the ability to effectively interact with all levels of employees, irate customers, and other public agencies/officials in delicate, pressure situations.
Must be proficient in the use of Microsoft Office, PGW Legacy CICS Billing System, DocuCorp Bill Print System, PGW Interactive website.
Must have problem solving and analytical skills with the ability develop creative solutions to delicate issues.
Must have organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.

Responsibilities

Customer Affairs Administration
Develop, prepare, and analyze complex information associated with various reports or studies to present recommendations to management on appropriate courses of action.
Implement and maintain a continuous improvement culture that understands, investigates, and deploys new systems, technologies, and processes that enhance customer experiences and/or improve operational/cost efficiencies without negatively impacting customer satisfaction.
Foster a positive relationship with union representatives by conducting regular weekly/monthly and ad hoc meetings with representatives to enhance operational understanding, discuss customer satisfaction related issues and review other employee related matters as may be appropriate.
Ensure the timely resolution of customer disputes received by PGW senior executives, regulatory and legislative bodies, government offices, etc.
Personnel Management
Communicate individual and departmental performance standards/metrics to subordinate staff; reviews daily, weekly, monthly, and annual progress reports and provides feedback/guidance regarding performance issues holding each direct report accountable for their individual and departmental performance.
Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as needed.
Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable; assists in first step grievances.
Perform progress evaluations for merit/progression wage increases and meets with subordinates to discuss and providing appropriate commendations and disciplinary actions to ensure employees are well equipped to meet and/or exceed job expectations.
Finance & Accounting
Participate in the annual budget preparation process as needed or requested.
Other Related Functions
Keep abreast of current regulations and standards; ensures unit is up-to-date and processing information in accordance with federal, state, and local regulations.
Perform other special projects and assignments as directed.