Supervisor, Customer Inquiry Assistance

Pacific Gas And Electric Company•West Sacramento, CA

2d•$93,000 - $139,000•Hybrid

About The Position

The Customer Inquiry Assistance supervisor provides supervision of union-represented clerical staff and provides coaching, direction and support to ensure excellent and efficient customer service is delivered to our customers. This position will evaluate the effectiveness of, and recommend improvements in business processes, practices and procedures. This position requires multi-tasking, good judgment, the use of a wide array of skills, ability to adjust to continual change, and resourcefulness. This position may involve special projects and other initiatives as needed. This position will be responsible for researching and reconciling payments variances thus strong analytical and problem-solving skills are preferred. This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements. The assigned work location will be within the PG&E Service Territory and will be agreed upon by the successful candidate and hiring leader.

Requirements

High School diploma or GED
5 years of related work experience

Nice To Haves

Bachelors degree or equivalent
2 years of leadership experience
Excellent written and verbal communication skills
Experience leading and developing strong teams
Understanding basic accounting principles
Experience in union environment (IBEW)
Experience with Lean Principles

Responsibilities

Coach and develop employees by providing a clear vision of Company goals, virtues and setting clear performance expectations.
Manage daily work activities to ensure customers and customer payments are supported in a customer focused, and efficient manner.
Actively identify and implement best practices using both a data-based approach to workflow efficiency and employee engagement on processes and how processes can be improved to support the customer.
Strive to exceed customer expectations by utilizing best practices for process efficiency and providing meaningful feedback and coaching to staff.
Create and manage a safe work environment; effectively implement elements of utility standard practice for safety strategy. Understand and manage safety related and ergonomic issues.
Effectively communicate company messages, department strategy, production updates etc. timely to front line employees.
Partner with internal technical teams and external vendors to resolve payment/return files errors, resolve recon issues, and support customers with specific issues. Additionally, customer information is received and accurately updated on correct technology platform.
Act as an escalation point for customer issues from team members or in partnership with Customer Relations or other departments.
Responsible for vendor management and reporting issues that impact customers directly to the vendor.
Responsible for the attendance management of staff, including time reporting and administering discipline.