Supv, Customer Field Services - Oahu

Hawaiian Electric • Honolulu, HI

2d • $99,900 - $127,500 • Onsite

About The Position

The Supervisor, Customer Field Services directs field and clerical work across the Meter Reading, Field Service, Collection, and Investigations Sections. The role ensures meter readings, field work orders, and investigations are completed promptly, courteously, and efficiently to maintain forecast revenues, collect amounts owed, maximize cash flow, and reduce revenue losses and bad debt. The supervisor leads personnel, establishes operational procedures, coordinates training, improves productivity and customer satisfaction, oversees meter-reading routes and staffing, resolves escalated customer issues, manages the section’s operating and maintenance budget, and participates in assigned emergency response activities. The position is based in Honolulu, Oahu, and is classified as a Professional Supervisor.

Requirements

• Working knowledge of electricity, electric terminology, basic credit and collection practices, and applicable law.
• Working knowledge of meter-reading routes and field and office procedures.
• Working knowledge of customer metering equipment and devices and electrical appliances.
• Working knowledge of the layout of different areas of Oahu.
• Working knowledge of personal computers and related software, including spreadsheets, word processing, and databases.
• Working knowledge of the Company’s tariff and rate schedules and Department operating procedures, policies, and practices.
• Working knowledge of business management principles and practices, budgeting and forecasting processes, and continuous-improvement principles.
• Working knowledge of policies and procedures in documents such as the company/union agreement, Accident Prevention Manual, and General Information Manual.
• Working knowledge of customer service, team building, team motivation, and applications or systems used within Field Service.
• Ability to handle and resolve difficult or sensitive issues using tact, courtesy, and good judgment.
• Ability to remain flexible in a demanding work environment and adapt to changing priorities.
• Supervisory and leadership ability to achieve results, measure performance, develop effective management and performance systems, and manage a high-performance team.
• Ability to work with a variety of people, including when addressing sensitive, difficult, or confrontational issues.
• Ability to make presentations, conduct group meetings, and facilitate process action teams and programs.
• Advanced analytical, organizational, conceptual, interpersonal, and negotiation skills to assess job demands and initiate appropriate action.
• Advanced customer-service and diplomacy skills.
• Technical ability to inspect meters and respond effectively to bill inquiries.
• Must possess and maintain a valid driver’s license issued by Hawaii or another U.S. state and meet the standards in the Hiring Standards for Driving Positions policy.
• 4–6 years of experience in electrical work, meter reading, analyzing customer appliance usage, applying utility rate schedules, credit operations, and/or customer service operations.
• 4–6 years of supervisory experience.

Responsibilities

• Direct and oversee personnel in the Meter Reading, Field Services, and Investigations Sections, including performance management, staffing, employee recognition, development, and conduct.
• Develop and maintain section operating procedures, standards, and guidelines; coordinate employee training on procedures and task allocation.
• Coach and guide employees to build a high-performing, productive, and high-morale team, and implement strategies to improve productivity, efficiency, service quality, and customer satisfaction.
• Ensure meter-reading routes and cycles are organized and retrieved accurately and on time, using manual or automated mechanisms, and ensure adequate route staffing.
• Resolve customer escalations and complex requests, grievances, and issues related to fraud, tampering, meters, billing errors, rates, and delinquencies; assist customers with special needs.
• Oversee personnel matters including performance appraisals, interviews, employee recognition, disciplinary action, safety, training and development, and staffing; monitor staffing levels against productivity goals and employment ceilings.
• Develop and manage the section’s O&M budget and prepare management reports on performance and variances.
• Participate in Company emergency response activities as assigned, including preparation activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed