Supv, Customer Field Services - Oahu

Hawaiian Electric•Union, NJ

About The Position

Hawaiian Electric Company is hiring a Professional Supervisor to oversee field and clerical work across the Meter Reading, Field Services, Collection, and Investigations Sections on Oahu. The role ensures meter readings, field work orders, and investigations are completed promptly, courteously, and cost-effectively to maintain forecast revenues, collect amounts owed, maximize cash flow, and reduce revenue loss and bad debt. The supervisor leads personnel and sectional operations, including performance management, staffing, employee recognition, training, safety, and development. The role establishes procedures and work standards, supports employees through coaching, and implements strategies to improve productivity, efficiency, service quality, and customer satisfaction. It also oversees accurate and timely meter-reading routes and cycles, resolves complex customer escalations, manages the section’s operating and maintenance budget, and prepares management reports. Participation in assigned Company emergency response activities is also required.

Requirements

Working knowledge of electricity, electric terminology, basic credit and collection practices, and related law.
Working knowledge of meter-reading routes, field and office procedures, customer metering equipment and devices, electrical appliances, and the layout of different island areas.
Working knowledge of personal computers, systems, and related software such as spreadsheets, word processing, and databases.
Working knowledge of the Company’s tariff and rate schedules and departmental operational procedures, policies, and practices.
Working knowledge of business management principles and practices, budgeting and forecasting, business and continuous improvement principles, customer service, team building, and team motivation.
Working knowledge of policies and procedures in documents such as the company/union agreement, Accident Prevention Manual, and General Information Manual.
Working knowledge of applications and systems within Field Service.
Ability to handle and resolve difficult or sensitive issues and information with 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, maintain effective management and performance systems, and manage a high-performance team.
Ability to work with diverse individuals, including in sensitive, difficult, or confrontational situations.
Ability to make presentations, conduct group meetings, and facilitate process action teams and programs.
Advanced analytical, organizational, conceptual, interpersonal, and negotiation skills.
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.
Four to six years of experience in electrical work, meter reading, analyzing customer appliance usage, applying utility rate schedules, credit operations, and/or customer service operations.
Four to six years of supervisory experience.

Responsibilities

Direct and oversee personnel in the Meter Reading, Field Services, and Investigations Sections.
Manage personnel matters, including performance management and improvement, staffing, employee recognition, development, conduct, performance appraisals, interviews, disciplinary action, safety, and training.
Develop and maintain operational procedures, standards, and guidelines for the sections.
Develop and coordinate employee training on job procedures and task allocation.
Coach and guide employees to build a high-performing, productive, and high-morale team.
Develop and implement strategies to improve productivity, efficiency, service quality, and customer satisfaction.
Ensure meter-reading routes and cycles are properly organized, accurately retrieved manually or through automated mechanisms, completed on time, and appropriately staffed.
Resolve customer escalations, including complex requests and issues involving fraud, tampering, meters, billing errors, rates, and delinquencies; assist customers with special needs.
Monitor staffing levels to avoid surpluses and shortages while meeting productivity goals and employment ceilings.
Develop and manage the section’s O&M budget and prepare management reports on performance and variances.
Participate in assigned Company emergency response activities, including preparation activities.