Supervisor - Customer Complaints & Regulatory Compliance

Philadelphia Gas Works•Philadelphia, PA

4d•Onsite

About The Position

Philadelphia Gas Works (PGW) is seeking a Supervisor for Customer Complaints & Regulatory Compliance. PGW is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region and offers stability and continual growth. This role involves managing customer complaints and ensuring regulatory compliance within the utility sector.

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 a willingness to lead, take charge, offer opinions, 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, Kubra Bill Print System, and 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, often under short deadlines.
An Equivalent combination of experience and education may be acceptable in lieu of a degree.

Responsibilities

Dispute Resolution: Administer dispute resolution, act as a liaison with constituency services for internal departments and external agencies (State, Federal, Local government). Oversee daily functions of receiving and handling calls/inquiries from public officials regarding constituent concerns. Investigate customer accounts to determine reasons for calls and develop resolutions. Provide officials with documentation of policies, procedures, and processes. Prepare formal documentation and response letters. Maintain a tracking system for work assignments and provide regular reports with statistical analysis.
Personnel Management: Coordinate subordinate work activities, develop project timelines and milestones, analyze impact, determine priorities, make work assignments, monitor projects, and provide direction. Assess employee needs, ensure proper training, and adherence to company policies, practices, procedures, and collective bargaining agreements. Assist in first-step grievances. Evaluate and meet with subordinates to discuss work performance, provide commendations and disciplinary actions.
Finance & Accounting: Participate in the annual budget preparation process as needed or requested.
Other Related Functions: Stay informed about current trends in energy assistance programs and ensure compliance with federal, state, and local regulations. Participate in decisions to improve operations. Attend Customer Affairs community events. Perform other special projects and assignments.