Philadelphia Gas Works

  • Call Center Supervisor, Customer Affairs

    Customer Service Department
    ID
    2018-1411
    Employment Status
    Regular/Full Time
    Category
    Customer Affairs
    Job Locations
    US-PA-Philadelphia
    ADP Department #
    Customer Service Department [44]
  • Overview

    The Customer Affairs Supervisor manages a small work group responsible for ensuring that PGW customers receive best-in-class service while visiting a Customer Service Center or contacting the Customer Call Center regarding PGW services. The incumbent is responsible for providing guidance and direction, setting job standards and providing technical support to the team. The supervisor is responsible for the overall quality of work for the group including the proper handling of metering, billing and collections.

    Responsibilities

    Customer Affairs Administration

    Develop, prepare and analyze complex information associated with various reports or studies to present recommendations to management on appropriate courses of action.

     

    Implement and maintains a continuous improvement culture that understands, investigates, and deploys new systems, technologies, and processes that enhance customer experiences and/or improve operational/cost efficiencies without negatively impacting customer satisfaction.

     

    Foster a positive relationship with union representatives by conducting regular weekly/monthly and ad hoc meetings with representatives to enhance operational understanding, discuss customer satisfaction related issues and review other employee related matters as may be appropriate.

     

    Ensure the timely resolution of customer disputes received by PGW senior executives, regulatory and legislative bodies, government offices, etc.

     

    Monitor WFM real time to ensure that their staff is adhering to schedule and is available to assist customers per their schedule.

     

    Work in partnership with the Quality Supervisor to ensure that the team is providing best in class service to customers with each interaction.

     

    Act as departmental liaison for a variety of internal and external functions including but not limited to:

    -Participating in special tasks and corporate project teams

    -Representing PGW as a guest speaker at various community organizations` events

    -Representing PGW at hearings before the Gas Commission

     

    Perform employee progress evaluations or merit and/or progression wage increases.

     

    Personnel Management

    Communicate individual and departmental performance standards/metrics to subordinate staff; reviews daily, weekly, monthly and annual progress reports and provides feedback/guidance regarding performance issues holding each direct report accountable for their individual and departmental performance.  

     

    Coordinate subordinate work activities by developing project timelines, milestones and analyzing impact, determining priorities of activities, making work assignments, monitoring projects, and providing direction and assistance as needed.

     

    Assess employee needs ensuring subordinates are properly trained and adhere to company policies, practices and procedures including collective bargaining agreement when applicable; assists in first step grievances.

     

    Perform progress evaluations for merit/progression wage increases and meets with subordinates to discuss and providing appropriate commendations and disciplinary actions to ensure employees are well equipped to meet and/or exceed job expectations.

     

    Evaluate and meet with subordinates to discuss work performance in order to provide appropriate commendations and disciplinary actions to ensure employees are well- equipped to meet and/or exceed job expectations.

     

    Finance & Accounting

    Participate in the annual budget preparation process as needed or requested.  

     

    Other Related Functions

    Keep abreast of current regulations and standards; ensures unit is up-to-date and processing information in accordance to federal, state and local regulations.

     

    Perform other special projects and assignments as directed.

     

     

    Qualifications

    Associates’ degree in Business Administration, Accounting or other related field of study.

     

    Minimum of 3 to 5 years of directly related experience working in the utility industry preferably working with energy assistance programs.

     

    Knowledge of the Public Utility Commission Chapter 56, federal, state and local regulations governing low income programs.

     

    Must have leadership ability with willingness to lead, take charge, and offer opinions in order to provide guidance and motivate subordinate employees to apply and effective and efficient customer-service oriented approach their daily responsibilities.

     

    Must have knowledge of general office practices including but not limited to office administration, budget/accounting principles, procurement procedures, team building and personnel management.

     

    Must have 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.

     

    Proficient in the use of Microsoft Office, BCCS, Kubra Bill Print System, PGW Interactive website.

     

    Must have problem solving and analytical skills with the ability develop creative solutions to delicate issues.

     

    Must have organizational management skills with the ability to handle multiple tasks simultaneously and usually under short deadlines.

     

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