Supervisor - Customer Complaints & Regulatory Affairs

Philadelphia Gas Works•Philadelphia, PA

2d•Onsite

About The Position

Philadelphia Gas Works (PGW) is seeking a Supervisor for Customer Complaints & Regulatory Affairs. PGW is the largest municipally-owned gas utility in the nation, serving over 500,000 customers in Philadelphia. The company is committed to stability, continual growth, and becoming the Greenest Natural Gas Delivery Company in the region. This role involves managing customer complaints, regulatory affairs, and leading a team to ensure effective and efficient customer service.

Requirements

Associate degree in Business Administration, Accounting, or other related fields of study.
3 to 5 years of directly related experience working in the utility industry.
Knowledge of the Public Utility Commission Chapter 56, federal, state, and local regulations governing low-income programs.
Leadership ability with willingness to lead, take charge, and offer opinions to provide guidance and motivate subordinate employees.
Knowledge of general office practices including office administration, budget/accounting principles, procurement procedures, team building, and personnel management.
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.
Proficiency in Microsoft Office.
Proficiency in PGW Legacy CICS Billing System.
Proficiency in Kubra Bill Print System.
Proficiency in PGW Interactive website.
Problem-solving and analytical skills with the ability to develop creative solutions to delicate issues.
Organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.

Responsibilities

Oversee the day-to-day functions related to receiving and handling calls and/or inquiries from city & state public officials regarding constituent concerns and inquiries.
Investigate customer accounts to determine the reason for calling and develop resolutions.
Provide officials with requested documentation of policies, procedures, and processes related to constituent concerns.
Prepare formal documentation and letters of response to inquiries.
Maintain a tracking system for all incoming and completed work assignments, providing regular reports and statistical analysis.
Coordinate subordinate work activities by developing project timelines, milestones, and analyzing impact.
Determine priorities of activities, make work assignments, monitor projects, and provide direction and assistance.
Assess employee needs, ensuring subordinates are properly trained and adhere to company policies, practices, and procedures, including the collective bargaining agreement.
Assist in first-step grievances.
Evaluate and meet with subordinates to discuss work performance, providing commendations and disciplinary actions.
Participate in the annual budget preparation process as needed or requested.
Keep abreast of current trends in energy assistance programs and ensure the unit is up-to-date with federal, state, and local regulations.
Participate in decisions related to improving operations.
Attend Customer Affairs community events when required.
Perform other special projects and assignments as directed.